We're so confident of our products that we provide no hassle product exchange.
ISEB BH0-009 Exam Overview:
| Certification Vendor: | ISEB / BCS |
| Exam Name: | ITSM Foundation Certificate in Problem & Incident Management |
| Exam Number: | BH0-009 |
| Exam Format: | Multiple Choice |
| Certificate Validity Period: | Valid for life |
| Exam Price: | Approx. $150–$200 USD |
| Real Exam Qty: | 75 |
| Related Certifications: | IT Service Management Foundation ITIL Foundation Certificate in IT Service Management |
| Exam Duration: | 60 minutes |
| Passing Score: | 65% |
| Available Languages: | English |
| Recommended Training: | BCS Accredited Training Providers |
| Exam Registration: | BCS The Chartered Institute for IT |
| Sample Questions: | ISEB BH0-009 Sample Questions |
| Exam Way: | Proctored paper-based or computer-based exam via authorized training/testing centers; exam retired, no longer available for new registration |
| Pre Condition: | No formal prerequisites; open to all IT staff and ITSM practitioners |
| Official Syllabus URL: | https://www.bcs.org/ |
ISEB BH0-009 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Incident Management | 40% | - Incident lifecycle: detection, logging, categorization, prioritization - Service Desk role and responsibilities - Purpose, objectives and scope - SLAs, impact, urgency and prioritization matrix - Diagnosis, escalation, resolution and closure |
| Topic 2: Problem Management | 35% | - Problem vs Incident; Reactive vs Proactive approaches - Problem identification, logging and categorization - Problem resolution and prevention - Purpose, objectives and scope - Root Cause Analysis (RCA) techniques - Workarounds, Known Errors and Error Control |
| Topic 3: Relationships and Interfaces | 10% | - Tools and supporting technologies - Interaction with Change, Configuration and Knowledge Management - Metrics, KPIs and continual improvement |
| Topic 4: Introduction to ITSM and ITIL Concepts | 15% | - ITIL framework overview - Key definitions: Service, Incident, Problem, Known Error - Basic IT Service Management principles |
By Margaret
