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GAQM ITSM-Fnd (ISO / IEC 20000 ITSM - Foundation Certificate) Exam is a certification exam that tests the candidate's understanding of the IT Service Management (ITSM) framework, following ISO/IEC 20000 standards. ITSM focuses on the delivery of IT services to meet customers' needs, following a disciplined approach and continually improving service quality. ISO / IEC 20000 ITSM - Foundation Certificate certification exam covers critical topics such as IT services, service management systems, service design, service transition, service delivery, and continual service improvement.
GAQM ITSM-Fnd (ISO/IEC 20000 ITSM - Foundation Certificate) Exam is a certification exam aimed at individuals who wish to demonstrate their knowledge and understanding of IT Service Management. ITSM-Fnd exam is designed to test the candidate's foundational knowledge of IT Service Management based on the ISO/IEC 20000 standards. ITSM-Fnd exam covers topics such as the ITIL® framework, service level agreements, service support and delivery, and service management processes.
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| Section | Objectives |
|---|---|
| Service Management System (SMS) | - SMS planning and governance
|
| ISO/IEC 20000 Standard Overview | - Structure of ISO/IEC 20000-1:2018
|
| Introduction to IT Service Management (ITSM) | - ITSM concepts and terminology
|
| Change and Release Management | - Change control
|
| Continual Improvement | - Service improvement practices
|
| Control and Resolution Processes | - Operational processes
|
| Service Delivery Processes | - Core service management processes
|
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