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