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GAQM ISO2018LA Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Service Management System (SMS) Fundamentals | - ISO/IEC 20000-1:2018 overview and purpose - Service management system concepts and terminology |
| Audit Principles and Techniques | - Audit execution and evidence collection - Audit planning and preparation - Nonconformity identification and reporting |
| Certification Exam Preparation | - Passing criteria and scoring rules - Exam structure and question format |
| SMS Requirements and Implementation | - Service delivery and service level management - Risk and change management in IT services - Context of the organization in SMS |
| ISO Audit Framework | - ISO 19011 audit guidelines - First, second, and third-party audit differences - ISO/IEC 17021 certification audit principles |
