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