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