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EXIN ITSM18FB Exam Syllabus Topics:

SectionObjectives
Topic 1: ISO/IEC 20000:2018 Standard Overview- Structure and purpose of ISO/IEC 20000
- Requirements for service management system (SMS)
Topic 2: IT Service Management Principles- Value creation through IT services
- Service lifecycle concepts
- Overview of IT service management concepts
Topic 3: Planning and Implementing SMS- Planning a service management system
- Implementing and improving ITSM processes
Topic 4: Continuous Improvement- Continual service improvement (CSI) principles
- Monitoring and measurement of IT services
Topic 5: Service Management System (SMS) Processes- Relationship and supplier management
  • 1. Business relationship management
    • 2. Supplier management
      - Service delivery processes
      • 1. Service level management
        • 2. Availability and capacity management

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