Exam Name: ITSM Foundation Certificate in Problem & Incident Management
Certification Provider: ISEB
Corresponding Certification: ISEB Certification
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ITSM Foundation Certificate in Problem & Incident Management: BH0-009 Exam Premium File as PDF & Test Engine
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Last Updated: Sep 27, 2026
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ISEB BH0-009 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Incident Management | - Major incident management - Incident handling process - Incident prioritisation and categorisation |
| Problem Management | - Problem identification and logging - Workarounds and known error database - Root cause analysis techniques |
| Tools, Reporting and Metrics | - KPIs and service reporting - ITSM tools and ticketing systems |
| IT Service Management Principles | - IT service lifecycle concepts - Value and purpose of ITSM |
| Roles and Responsibilities | - Service desk function - Incident and problem manager roles |
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