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| Section | Objectives |
|---|---|
| Topic 1: ISO/IEC 20000:2018 Standard Overview | - Requirements for service management system (SMS) - Structure and purpose of ISO/IEC 20000 |
| Topic 2: Continuous Improvement | - Continual service improvement (CSI) principles - Monitoring and measurement of IT services |
| Topic 3: IT Service Management Principles | - Service lifecycle concepts - Value creation through IT services - Overview of IT service management concepts |
| Topic 4: Planning and Implementing SMS | - Planning a service management system - Implementing and improving ITSM processes |
| Topic 5: Service Management System (SMS) Processes | - Service delivery processes
|
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