GAQM : ITSM-Fnd Questions & Answers
Updated: Jul 31, 2026
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GAQM ITSM-Fnd Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Service Management System (SMS) | 35% | - Requirements of SMS - PDCA cycle application - Scope, policy, and documentation |
| Topic 2: Relationship Processes | 5% | - Business relationship management - Supplier management |
| Topic 3: Resolution and Control Processes | 15% | - Incident and service request management - Problem management - Change, configuration and release management |
| Topic 4: Service Design and Transition | 5% | - Transition planning and support - Design requirements |
| Topic 5: Introduction to IT Service Management | 35% | - Overview of ISO/IEC 20000 standard - Business value and benefits of ITSM - Principles and concepts of ITSM |
| Topic 6: Service Delivery Processes | 5% | - Service continuity and reporting - Service level management - Information security management - Availability and capacity management |
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