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Last Updated: Jul 25, 2026

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GAQM ISO-ITSM-001 Exam Syllabus Topics:

SectionWeightObjectives
Topic 1: Introduction to ISO/IEC 2000020%- Purpose and scope of ISO/IEC 20000
- Structure and components of the standard
- Relationship with ITSM frameworks (ITIL, COBIT)
Topic 2: Service Management Processes35%- Resolution and control processes
- Relationship and agreement processes
- Service delivery processes
- Release and deployment processes
Topic 3: Service Management System (SMS) Principles25%- Concepts and definitions
- Documented information and records
- Leadership and planning
Topic 4: Performance Evaluation & Improvement20%- Continual improvement
- Internal audit and management review
- Monitoring, measurement and analysis

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