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