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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 planning and preparation - Nonconformity identification and reporting - Audit execution and evidence collection |
| ISO Audit Framework | - ISO 19011 audit guidelines - ISO/IEC 17021 certification audit principles - First, second, and third-party audit differences |
| SMS Requirements and Implementation | - Context of the organization in SMS - Service delivery and service level management - Risk and change management in IT services |
| Certification Exam Preparation | - Exam structure and question format - Passing criteria and scoring rules |
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