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