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GAQM GAQM: ISO ITSM-Fnd

ITSM-Fnd

Exam Code: ITSM-Fnd

Exam Name: ISO / IEC 20000 ITSM - Foundation Certificate

Updated: Jul 22, 2026

Q & A: 0 Questions and Answers

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GAQM ITSM-Fnd Exam Syllabus Topics:

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

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