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| Section | Weight | Objectives |
|---|---|---|
| Service Design and Transition | 5% | - Planning and design
|
| Service Delivery Processes | 15% | - Availability management - Service continuity management - Information security management - Service level management - Financial management for services - Capacity management |
| The Service Management System (SMS) | 20% | - SMS concepts and requirements
|
| Control Processes | 20% | - Release and deployment control - Configuration management - Change management |
| Relationship Processes | 15% | - Supplier management - Business relationship management |
| Resolution Processes | 10% | - Service request management - Problem management - Incident management |
| Introduction to IT Service Management | 15% | - Overview of ISO/IEC 20000 standard
|
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