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EXIN ITSM18F Exam Syllabus Topics:
| Section | Weight | Objectives |
| Introduction to IT Service Management | 15% | - Basic concepts of service management
- Purpose and benefits of ISO/IEC 20000
- Relationship between IT services and business objectives
|
| Service Management System (SMS) | 35% | - Leadership, roles and responsibilities
- SMS principles and requirements
- Documented information and resource management
- Risk-based thinking and planning
|
| Operation of the Service Management System | 50% | - Resolution and fulfilment processes
- Supply and demand management processes
- Service design, build and transition processes
- Continual improvement
- Relationship and agreement processes
- Service assurance and performance evaluation
- Service portfolio processes
|