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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Problem & Change Management | 20% | - Root Cause Resolution - Problem Identification & Analysis - Change Control Processes |
| Topic 2: Knowledge Management | 15% | - Knowledge Capture & Maintenance - Information Sharing & Access |
| Topic 3: Metrics & Reporting | 15% | - Performance Indicators - Data Analysis & Reporting |
| Topic 4: Service Level Management | 15% | - Service Level Reporting - SLA Definition & Monitoring |
| Topic 5: Service Desk Operations | 20% | - Operational Procedures - Request Fulfillment - Incident Management |
| Topic 6: Business Continuity & Quality | 15% | - Business Continuity Planning - Quality Assurance & Improvement |
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