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Last Updated: Aug 17, 2026
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GAQM ITSM-Fnd Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Service Management System (SMS) | - SMS planning and governance
|
| Topic 2: Control and Resolution Processes | - Operational processes
|
| Topic 3: Change and Release Management | - Change control
|
| Topic 4: Introduction to IT Service Management (ITSM) | - ITSM concepts and terminology
|
| Topic 5: ISO/IEC 20000 Standard Overview | - Structure of ISO/IEC 20000-1:2018
|
| Topic 6: Service Delivery Processes | - Core service management processes
|
| Topic 7: Continual Improvement | - Service improvement practices
|
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