ISEB BH0-009 : ITSM Foundation Certificate in Problem & Incident Management

BH0-009 real exams

Exam Code: BH0-009

Exam Name: ITSM Foundation Certificate in Problem & Incident Management

Updated: Sep 11, 2026

Q & A: 75 Questions and Answers

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ISEB BH0-009 Exam Syllabus Topics:

SectionObjectives
Fundamentals of Incident and Problem Management- Purpose and objectives of Incident Management
  • 1. Business value of effective incident and problem management
  • 2. Definitions of incidents and problems
- Relationship between Incident Management and Problem Management
  • 1. Reactive and proactive approaches
  • 2. Interfaces with other IT service management processes
Decision Making and Priority Management- Priority assessment
  • 1. Business impact evaluation
  • 2. Urgency and risk considerations
- Decision analysis
  • 1. Establishing objectives and evaluation criteria
  • 2. Selecting the most appropriate solution
Corrective and Preventive Actions- Developing solutions
  • 1. Workarounds and permanent resolutions
  • 2. Corrective actions
- Preventing recurrence
  • 1. Thinking beyond the fix and continuous improvement
  • 2. Preventive actions
Problem Analysis and Root Cause Identification- Problem definition and specification
  • 1. Collecting and clarifying problem data
  • 2. Is/Is Not analysis and distinction techniques
- Cause analysis
  • 1. Identifying possible causes
  • 2. Evaluating and confirming the most probable cause
Knowledge Capture and Process Improvement- Integration into service management
  • 1. Process integration and performance improvement
  • 2. Coaching and continual capability development
- Recording and sharing information
  • 1. Lessons learned and organizational learning
  • 2. Documentation and knowledge management

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