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To pass the GAQM ITSM-Fnd exam, candidates must demonstrate their understanding of ITSM concepts and principles, as well as their ability to apply them in real-world scenarios. ITSM-Fnd exam consists of multiple-choice questions and is conducted online. Candidates are given 60 minutes to complete the exam, and they must score at least 70% to pass.
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GAQM ITSM-Fnd (ISO / IEC 20000 ITSM - Foundation Certificate) Certification Exam is a valuable certification for IT professionals who want to enhance their career in ITSM. It covers the fundamentals of ITSM based on the ISO/IEC 20000 standard and validates an individual's knowledge and skills in this field. ISO / IEC 20000 ITSM - Foundation Certificate certification is recognized globally and is valued by employers as an indication of an individual's commitment to excellence in ITSM.
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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Relationship Processes | 5% | - Supplier management - Business relationship management |
| Topic 2: Introduction to IT Service Management | 35% | - Principles and concepts of ITSM - Business value and benefits of ITSM - Overview of ISO/IEC 20000 standard |
| Topic 3: Service Design and Transition | 5% | - Transition planning and support - Design requirements |
| Topic 4: Service Delivery Processes | 5% | - Service continuity and reporting - Service level management - Information security management - Availability and capacity management |
| Topic 5: Resolution and Control Processes | 15% | - Problem management - Incident and service request management - Change, configuration and release management |
| Topic 6: Service Management System (SMS) | 35% | - Scope, policy, and documentation - PDCA cycle application - Requirements of SMS |
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