GAQM ITSM-Fnd - ISO / IEC 20000 ITSM - Foundation Certificate

GAQM ITSM-Fnd Actual PDF
  • Exam Code: ITSM-Fnd
  • Exam Name: ISO / IEC 20000 ITSM - Foundation Certificate
  • Updated: Aug 24, 2026
  • Q & A: 0 Questions and Answers

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GAQM ITSM-Fnd Exam Syllabus Topics:

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

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