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ISEB BH0-009 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| IT Service Management Principles | - IT service lifecycle concepts - Value and purpose of ITSM |
| Problem Management | - Root cause analysis techniques - Problem identification and logging - Workarounds and known error database |
| Incident Management | - Incident prioritisation and categorisation - Incident handling process - Major incident management |
| Tools, Reporting and Metrics | - KPIs and service reporting - ITSM tools and ticketing systems |
| Roles and Responsibilities | - Service desk function - Incident and problem manager roles |
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