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GAQM ISO-ITSM-001 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Service Management System (SMS) Principles | 25% | - Concepts and definitions - Leadership and planning - Documented information and records |
| Topic 2: Service Management Processes | 35% | - Resolution and control processes - Relationship and agreement processes - Release and deployment processes - Service delivery processes |
| Topic 3: Performance Evaluation & Improvement | 20% | - Internal audit and management review - Monitoring, measurement and analysis - Continual improvement |
| Topic 4: Introduction to ISO/IEC 20000 | 20% | - Purpose and scope of ISO/IEC 20000 - Structure and components of the standard - Relationship with ITSM frameworks (ITIL, COBIT) |
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