Exam Code: ITSM-Fnd
Exam Name: ISO / IEC 20000 ITSM - Foundation Certificate
Certification Provider: GAQM
Corresponding Certification: GAQM: ISO
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GAQM ITSM-Fnd Exam Syllabus Topics:

SectionObjectives
Introduction to IT Service Management- IT Service Management Concepts
  • 1. Service management principles
    • 2. Business and customer alignment
      ISO/IEC 20000 Fundamentals- ISO/IEC 20000 Standard Overview
      • 1. Service Management System requirements
        • 2. Purpose and scope of the standard
          Implementation and Documentation- Practical Application
          • 1. Required documentation
            • 2. Process descriptions
              • 3. Implementation techniques
                • 4. Supporting tools and practices
                  Continual Improvement- Service Improvement
                  • 1. Operational effectiveness
                    • 2. Continual service improvement
                      • 3. Performance monitoring
                        Service Management Processes- Core Service Management Processes
                        • 1. Service support processes
                          • 2. Relationship processes
                            • 3. Resolution processes
                              • 4. Control processes
                                • 5. Service delivery processes

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