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GAQM ISO2018LA Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: SMS Requirements and Implementation | - Risk and change management in IT services - Context of the organization in SMS - Service delivery and service level management |
| Topic 2: Certification Exam Preparation | - Passing criteria and scoring rules - Exam structure and question format |
| Topic 3: Service Management System (SMS) Fundamentals | - ISO/IEC 20000-1:2018 overview and purpose - Service management system concepts and terminology |
| Topic 4: Audit Principles and Techniques | - Nonconformity identification and reporting - Audit execution and evidence collection - Audit planning and preparation |
| Topic 5: ISO Audit Framework | - ISO/IEC 17021 certification audit principles - First, second, and third-party audit differences - ISO 19011 audit guidelines |
