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GAQM ISO2018LA Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Fundamentals of ISO/IEC 20000-1:2018 | 20% | - Structure and key terms of ISO/IEC 20000-1:2018 - Concepts and scope of service management systems (SMS) - Relationship with other standards (ISO 19011, ISO 9001, ITIL) |
| Topic 2: Conducting the ISO/IEC 20000 Audit | 25% | - Identifying nonconformities and observations - Audit reporting and conclusion - On-site audit activities, evidence gathering - Follow-up on corrective actions - Audit planning and preparation |
| Topic 3: Auditing Principles & ISO 19011 Guidelines | 20% | - Audit principles, independence, evidence-based approach - Audit program management - Roles and responsibilities of lead auditor and audit team |
| Topic 4: SMS Requirements | 35% | - Leadership and commitment - Context of the organization - Support: resources, competence, documentation - Continual improvement - Operation and service delivery processes - Planning and risk management - Performance evaluation: monitoring, internal audit, management review |
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