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| Section | Weight | Objectives |
|---|---|---|
| Introduction to ISO/IEC 20000 | 20% | - Relationship with ITSM frameworks (ITIL, COBIT) - Purpose and scope of ISO/IEC 20000 - Structure and components of the standard |
| Service Management Processes | 35% | - Relationship and agreement processes - Resolution and control processes - Release and deployment processes - Service delivery processes |
| Service Management System (SMS) Principles | 25% | - Documented information and records - Concepts and definitions - Leadership and planning |
| Performance Evaluation & Improvement | 20% | - Internal audit and management review - Continual improvement - Monitoring, measurement and analysis |
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