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

ITSM-Fnd real exams

Exam Code: ITSM-Fnd

Exam Name: ISO / IEC 20000 ITSM - Foundation Certificate

Updated: Sep 09, 2026

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GAQM ITSM-Fnd Exam Syllabus Topics:

SectionObjectives
Topic 1: Control and Resolution Processes- Operational processes
  • 1. Problem management
    • 2. Incident management
      • 3. Service request management
        Topic 2: Continual Improvement- Service improvement practices
        • 1. Performance evaluation and monitoring
          • 2. Continual service improvement (CSI)
            Topic 3: Service Delivery Processes- Core service management processes
            • 1. Service reporting
              • 2. Supplier management
                • 3. Information security management
                  • 4. Budgeting and accounting for services
                    • 5. Service level management (SLM)
                      • 6. Capacity and availability management
                        Topic 4: Introduction to IT Service Management (ITSM)- ITSM concepts and terminology
                        • 1. Service lifecycle overview
                          • 2. Value creation through services
                            Topic 5: Change and Release Management- Change control
                            • 1. Release and deployment management
                              • 2. Change management process
                                Topic 6: Service Management System (SMS)- SMS planning and governance
                                • 1. Policy and objectives
                                  • 2. Roles and responsibilities
                                    Topic 7: ISO/IEC 20000 Standard Overview- Structure of ISO/IEC 20000-1:2018
                                    • 1. Requirements for service management system (SMS)
                                      • 2. Scope and applicability

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