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