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EXIN ITSM18FB Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Service Management System (SMS) Concepts & Principles | 35% | - Scope, context and leadership requirements - Documentation and resource management - Risk-based thinking and planning |
| Topic 2: Introduction to IT Service Management | 15% | - Purpose and benefits of ISO/IEC 20000:2018 - Key differences from previous standard versions |
| Topic 3: ISO/IEC 20000:2018 Process Requirements | 35% | - Service design, build and transition - Service assurance and performance evaluation - Resolution and fulfilment processes - Supply and demand management - Service portfolio and agreement processes |
| Topic 4: Operation & Continual Improvement of SMS | 15% | - Management review and continual improvement - Measurement, monitoring and internal audit |
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