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EXIN ITSM18F exam is a certification exam designed to test the knowledge and skills of IT professionals in the area of IT Service Management. It is based on the ISO/IEC 20000:2018 standard, which is the international standard for IT Service Management. EXIN IT Service Management Foundation based on ISO/IEC 20000:2018 certification is recognized globally and demonstrates the candidate's ability to effectively manage IT services in an organization.

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EXIN ITSM18F Certification Exam assesses candidates’ knowledge and skills in various aspects of IT service management. For instance, the exam covers topics such as IT service management concepts, principles, models, and measurements, amongst others. Additionally, the exam evaluates a candidate’s ability to recognize the importance of tailoring IT service management processes to meet different organizational objectives, take into account organizational structures and stakeholders, and apply IT service management integrated processes efficiently.

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EXIN ITSM18F Exam Syllabus Topics:

SectionObjectives
Introduction to IT Service Management- Fundamentals of IT Service Management
  • 1. Key concepts and terminology
  • 2. Value creation through services
  • 3. Purpose and benefits of IT service management
Operation of the Service Management System- Service Management Processes
  • 1. Relationship and supplier management
  • 2. Service portfolio management
  • 3. Capacity and demand management
  • 4. Configuration management
  • 5. Information security management
  • 6. Monitoring, measurement, analysis and evaluation
  • 7. Incident and service request management
  • 8. Release and deployment management
  • 9. Service continuity and availability management
  • 10. Service level management
  • 11. Change management
  • 12. Budgeting and accounting for services
  • 13. Problem management
Service Management System (SMS)- Service Management System Requirements
  • 1. Continual improvement
  • 2. Leadership and governance
  • 3. Planning and support of the SMS
  • 4. Purpose and structure of the SMS
  • 5. Service management policies and objectives

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