1. IT Service Management overview
2. Release and Control Management overview
3. Change Management
   3.1 Symptoms
   3.2 Objective
   3.3 Terminology
   3.4 Inputs/Outputs
   3.5 Process workflow
   3.6 Process activities
   3.7 Relationships
   3.8 Roles, responsibilities and skills
   3.9 Implementation
   3.10 Management information and Key Performance Indicators
   3.11 Costs
   3.12 Benefits
   3.13 Critical success factors
   3.14 Considerations
   3.15 Roadblocks
4. Release Management
   4.1 Symptoms
   4.2 Objective
   4.3 Terminology
   4.4 Inputs/Outputs
   4.5 Process workflow
   4.6 Process activities
   4.7 Relationships
   4.8 Roles, responsibilities and skills
   4.9 Implementation
   4.10 Management information and Key Performance Indicators
   4.11 Costs
   4.12 Benefits
   4.13 Critical success factors
   4.14 Considerations
   4.15 Roadblocks
5. Configuration Management
   5.1 Symptoms
   5.2 Objective
   5.3 Terminology
   5.4 Inputs/Outputs
   5.5 Process workflow
   5.6 Process activities
   5.7 Relationships
   5.8 Roles, responsibilities and skills
   5.9 Implementation
   5.10 Management information and Key Performance Indicators
   5.11 Costs
   5.12 Benefits
   5.13 Critical success factors
   5.14 Considerations
   5.15 Roadblocks
6. Release and Control Management
   6.1 Scope
   6.2 Interdependencies
   6.3 Change life-cycle
   6.4 Implementation issues
   6.5 Planning a CCR function
   6.6 Roles and responsibilities
   6.7 Tools and automation
   6.8 Guidance
7. Examination
   7.1 Preparation for the Examination
   7.2 Examination

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