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