GAQM ISO-ITSM-001 (ISO 20000 - ITSM Certificate) Certification Exam is a professional certification that validates the competency of IT professionals in the field of IT service management. ISO 20000 - ITSM Certificate certification exam is designed to assess the understanding of the ISO 20000 standard and its application in the IT service management process.
The ISO 20000 - ITSM Certificate certification is ideal for IT professionals who are responsible for managing IT services, including IT managers, IT service managers, IT consultants, and IT auditors. It is also relevant for individuals who are involved in the implementation, improvement, and maintenance of IT service management systems, as well as those who are interested in pursuing a career in IT service management.
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GAQM ISO-ITSM-001 exam is a certification exam designed to test an individual's knowledge and understanding of the ISO 20000 standard for IT service management (ITSM). ISO-ITSM-001 exam is intended for professionals working in the IT industry who are responsible for managing IT services and ensuring that they conform to industry standards.
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GAQM ISO-ITSM-001 Exam Syllabus Topics:
| Section | Weight | Objectives |
| Topic 1: Service Management System (SMS) Principles | 25% | - Documented information and records
- Leadership and planning
- Concepts and definitions
|
| Topic 2: Performance Evaluation & Improvement | 20% | - Monitoring, measurement and analysis
- Continual improvement
- Internal audit and management review
|
| Topic 3: Service Management Processes | 35% | - Release and deployment processes
- Resolution and control processes
- Service delivery processes
- Relationship and agreement processes
|
| Topic 4: Introduction to ISO/IEC 20000 | 20% | - Structure and components of the standard
- Purpose and scope of ISO/IEC 20000
- Relationship with ITSM frameworks (ITIL, COBIT)
|