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