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GAQM ITSM-Fnd Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Service Design and Transition | 5% | - Design requirements - Transition planning and support |
| Topic 2: Introduction to IT Service Management | 35% | - Business value and benefits of ITSM - Overview of ISO/IEC 20000 standard - Principles and concepts of ITSM |
| Topic 3: Relationship Processes | 5% | - Business relationship management - Supplier management |
| Topic 4: Resolution and Control Processes | 15% | - Incident and service request management - Change, configuration and release management - Problem management |
| Topic 5: Service Delivery Processes | 5% | - Service level management - Service continuity and reporting - Information security management - Availability and capacity management |
| Topic 6: Service Management System (SMS) | 35% | - PDCA cycle application - Scope, policy, and documentation - Requirements of SMS |
