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Last Updated: Oct 25, 2026
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GAQM ITSM-Fnd Exam Overview:
| Certification Vendor: | GAQM |
|---|---|
| Exam Name: | ISO / IEC 20000 ITSM - Foundation Certificate Exam |
| Exam Number: | ITSM-Fnd |
| Passing Score: | 65% |
| Related Certifications: | ISO/IEC 20000 Lead Auditor ISO/IEC 20000 Lead Implementer ISO 20000 - ITSM Certificate |
| Exam Duration: | 60 minutes |
| Available Languages: | English |
| Real Exam Qty: | 40 |
| Exam Price: | 150 USD |
| Certificate Validity Period: | Valid for life |
| Exam Format: | Multiple Choice |
| Recommended Training: | GAQM Official E-Course |
| Exam Registration: | GAQM Official Registration |
| Exam Way: | Online proctored via ProctorU or AI-proctored; available at authorized test centers |
| Pre Condition: | No formal prerequisites |
| Official Syllabus URL: | https://gaqm.org/certifications/iso_certifications/iso-iec-2000-fnd |
GAQM ITSM-Fnd Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Resolution and Control Processes | 15% | - Problem management - Change, configuration and release management - Incident and service request management |
| Relationship Processes | 5% | - Business relationship management - Supplier management |
| Service Design and Transition | 5% | - Transition planning and support - Design requirements |
| Service Management System (SMS) | 35% | - PDCA cycle application - Requirements of SMS - Scope, policy, and documentation |
| Service Delivery Processes | 5% | - Availability and capacity management - Service level management - Information security management - Service continuity and reporting |
| Introduction to IT Service Management | 35% | - Overview of ISO/IEC 20000 standard - Business value and benefits of ITSM - Principles and concepts of ITSM |
GAQM ISO / IEC 20000 ITSM - Foundation Certificate Materials That Go Where You Go
- Relationship Processes (5%)
- Service Design and Transition (5%)
- Resolution and Control Processes (15%)
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