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ISEB BH0-009 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Introduction to ITSM and ITIL Concepts | 15% | - Key definitions: Service, Incident, Problem, Known Error - Basic IT Service Management principles - ITIL framework overview |
| Topic 2: Relationships and Interfaces | 10% | - Tools and supporting technologies - Interaction with Change, Configuration and Knowledge Management - Metrics, KPIs and continual improvement |
| Topic 3: Problem Management | 35% | - Root Cause Analysis (RCA) techniques - Problem vs Incident; Reactive vs Proactive approaches - Problem resolution and prevention - Purpose, objectives and scope - Problem identification, logging and categorization - Workarounds, Known Errors and Error Control |
| Topic 4: Incident Management | 40% | - Purpose, objectives and scope - Diagnosis, escalation, resolution and closure - SLAs, impact, urgency and prioritization matrix - Incident lifecycle: detection, logging, categorization, prioritization - Service Desk role and responsibilities |
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