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| Section | Weight | Objectives |
|---|---|---|
| Customer Service Delivery | 30% | - Communication and interpersonal skills - Service delivery principles and standards - Documentation and knowledge management |
| Quality Management & Continuous Improvement | 20% | - Basic continuous improvement concepts - Customer feedback and satisfaction measurement - Service level metrics and KPIs |
| Incident and Problem Management | 30% | - Incident handling and resolution process - Escalation procedures and workflow - Problem identification and root cause analysis |
| Service Management Fundamentals | 20% | - Roles and responsibilities in support environment - Basic support tools and technologies - IT service management overview |
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