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| Section | Objectives |
|---|---|
| Service Lifecycle and Processes | - Service design, transition, and delivery - Service operation and support processes |
| IT Service Management System (SMS) | - ISO/IEC 20000 structure and purpose - Service management system requirements |
| Continual Improvement | - PDCA cycle in service management - Performance measurement and reporting |
| Service Management Controls | - Information security in service management - Configuration and change management basics |
| Relationship and Supplier Management | - Supplier management processes - Customer relationship management |
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