• Exam Code: BH0-001
  • Exam Name: IT Service Management Foundation
  • Certification Provider: ISEB
  • Corresponding Certification: ISEB Certification
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ISEB BH0-001 Exam Guide

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ISEB BH0-001 Exam Syllabus Topics:

SectionObjectives
Service Support and Delivery Concepts- Service Desk and support structure
  • 1. Service Desk function and responsibilities
    • 2. Escalation procedures (functional and hierarchical)
      IT Service Management Overview- IT Service Management principles and objectives
      • 1. Roles of IT services in business alignment
        • 2. Definition of IT Service Management and service value
          Core ITSM Processes- Service design and control processes
          • 1. Configuration Management (CMDB concepts)
            • 2. Service Level Management
              • 3. Availability Management
                • 4. Capacity Management
                  • 5. IT Service Continuity Management
                    - Operational support processes
                    • 1. Change Management
                      • 2. Problem Management
                        • 3. Release and Deployment Management
                          • 4. Incident Management
                            Concepts and Lifecycle- Service Lifecycle stages
                            • 1. Service Operation
                              • 2. Service Transition
                                • 3. Continual Service Improvement
                                  • 4. Service Design
                                    • 5. Service Strategy

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