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GAQM ITSM-Fnd Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Service Management System (SMS) | 35% | - PDCA cycle application - Scope, policy, and documentation - Requirements of SMS |
| Resolution and Control Processes | 15% | - Problem management - Change, configuration and release management - Incident and service request management |
| Relationship Processes | 5% | - Supplier management - Business relationship management |
| Service Delivery Processes | 5% | - Availability and capacity management - Service continuity and reporting - Information security management - Service level management |
| Introduction to IT Service Management | 35% | - Business value and benefits of ITSM - Overview of ISO/IEC 20000 standard - Principles and concepts of ITSM |
| Service Design and Transition | 5% | - Transition planning and support - Design requirements |
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