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Updated: Sep 19, 2026
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GAQM ITSM-Fnd Exam Overview:
| Certification Vendor: | GAQM |
|---|---|
| Exam Name: | ISO / IEC 20000 ITSM - Foundation Certificate |
| Exam Number: | ITSM-Fnd |
| Exam Format: | Multiple Choice |
| Available Languages: | English |
| Related Certifications: | ISO/IEC 20000 IT Service Management |
| Exam Way: | Online proctored or authorized test center (depending on GAQM delivery options) |
| Pre Condition: | No formal prerequisites; basic understanding of IT service management is recommended. |
GAQM ITSM-Fnd Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Service Delivery Processes | - Core service management processes
|
| Topic 2: Continual Improvement | - Service improvement practices
|
| Topic 3: Introduction to IT Service Management (ITSM) | - ITSM concepts and terminology
|
| Topic 4: Service Management System (SMS) | - SMS planning and governance
|
| Topic 5: ISO/IEC 20000 Standard Overview | - Structure of ISO/IEC 20000-1:2018
|
| Topic 6: Change and Release Management | - Change control
|
| Topic 7: Control and Resolution Processes | - Operational processes
|
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