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