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EXIN ITSM18F Exam Syllabus Topics:

SectionObjectives
Topic 1: Service Management Controls- Information security in service management
- Configuration and change management basics
Topic 2: Continual Improvement- PDCA cycle in service management
- Performance measurement and reporting
Topic 3: IT Service Management System (SMS)- ISO/IEC 20000 structure and purpose
- Service management system requirements
Topic 4: Service Lifecycle and Processes- Service design, transition, and delivery
- Service operation and support processes
Topic 5: Relationship and Supplier Management- Customer relationship management
- Supplier management processes

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