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EXIN ITSM18F Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Introduction to IT Service Management | 15% | - Relationship between IT services and business objectives - Purpose and benefits of ISO/IEC 20000 - Basic concepts of service management |
| Topic 2: Service Management System (SMS) | 35% | - Leadership, roles and responsibilities - SMS principles and requirements - Documented information and resource management - Risk-based thinking and planning |
| Topic 3: Operation of the Service Management System | 50% | - Relationship and agreement processes - Service portfolio processes - Supply and demand management processes - Resolution and fulfilment processes - Continual improvement - Service design, build and transition processes - Service assurance and performance evaluation |
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