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

ITSM-Fnd real exams

Exam Code: ITSM-Fnd

Exam Name: ISO / IEC 20000 ITSM - Foundation Certificate

Updated: Aug 18, 2026

Q & A: 0 Questions and Answers

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GAQM ITSM-Fnd Exam Syllabus Topics:

SectionWeightObjectives
Topic 1: Introduction to IT Service Management35%- Overview of ISO/IEC 20000 standard
- Business value and benefits of ITSM
- Principles and concepts of ITSM
Topic 2: Service Delivery Processes5%- Service continuity and reporting
- Service level management
- Availability and capacity management
- Information security management
Topic 3: Service Design and Transition5%- Transition planning and support
- Design requirements
Topic 4: Relationship Processes5%- Business relationship management
- Supplier management
Topic 5: Service Management System (SMS)35%- PDCA cycle application
- Requirements of SMS
- Scope, policy, and documentation
Topic 6: Resolution and Control Processes15%- Problem management
- Incident and service request management
- Change, configuration and release management

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