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Updated: Jul 21, 2026
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GAQM ISO-ITSM-001 Exam Overview:
| Certification Vendor: | GAQM (Global Association for Quality Management) |
| Exam Name: | ISO 20000 - ITSM Certificate Exam |
| Exam Number: | ISO-ITSM-001 |
| Available Languages: | English |
| Passing Score: | 70% (28 out of 40) |
| Related Certifications: | ISO/IEC 20000 Lead Auditor ISO/IEC 20000 Lead Implementer |
| Certificate Validity Period: | Lifetime |
| Exam Format: | Multiple Choice Questions, Proctored Online |
| Real Exam Qty: | 40 |
| Exam Duration: | 60 minutes |
| Exam Price: | $150 - $850 USD |
| Recommended Training: | GAQM Official E-Course |
| Exam Registration: | GAQM Official Registration |
| Exam Way: | Online proctored via ProctorU; available 24/7 |
| Pre Condition: | No formal prerequisites; basic IT knowledge recommended |
| Official Syllabus URL: | https://gaqm.org/certifications/iso_certifications/iso-20000-itsm-certificate |
GAQM ISO-ITSM-001 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Performance Evaluation & Improvement | 20% | - Monitoring, measurement and analysis - Continual improvement - Internal audit and management review |
| Introduction to ISO/IEC 20000 | 20% | - Structure and components of the standard - Relationship with ITSM frameworks (ITIL, COBIT) - Purpose and scope of ISO/IEC 20000 |
| Service Management Processes | 35% | - Resolution and control processes - Relationship and agreement processes - Release and deployment processes - Service delivery processes |
| Service Management System (SMS) Principles | 25% | - Documented information and records - Leadership and planning - Concepts and definitions |
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