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BH0-009 - ITSM Foundation Certificate in Problem and Incident Management - Dump Information

Vendor : ISEB
Exam Code : BH0-009
Exam Name : ITSM Foundation Certificate in Problem and Incident Management
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BH0-009 Questions and Answers

Pass4sure BH0-009 Dumps with Real Questions & Practice Test

Answer: B


What is the purpose of auditing objectives?

  1. To ensure all interested parties have been consulted.

  2. To understand the risk of choosing an alternative.

  3. To ensure a complete and balanced set of objectives.

  4. To ensure there are enough regulatory objectives.

Answer: C


A Project team has to implement a software upgrade plan. They have never done this before. They know that there are areas of the plan that seem like they might take more time or cost more money than the plan allows. They should?

  1. Ignore the trouble spots.

  2. Consider any steps they might take that would minimise the probability of a problem occurring.

  3. Consider any steps they might take that would maximize the probability of finishing those tasks ahead of schedule.

  4. Pass the task onto a more experienced project team.

Answer: B


The ‘Consequences in the Performance System Model can best be described as?

  1. Events that follow a Response and increase or decrease the probability that the behavior will occur again.

  2. Thanks by a customer to a Service Desk technician will likely mean the technician will repeat the fix elsewhere.

  3. Balancing the overall consequences to influence performance overall.

  4. Discouraging or negative consequences that reduce the probability of the response


Answer: A


Effective questioners understand

  1. The intent behind their questions.

  2. The assumptions they have made.

  3. The importance of choosing words carefully.

  4. Where they are likely to get the Answers.

  1. a, b and c

  2. b, c, and d

  3. a and d

  4. All of the above

Answer: D


In the Balance of Consequences, which of the consequence types should be used first to drive behavioral change?

  1. Immediate Positive.

  2. Immediate Negative.

  3. Delayed Positive.

  4. Delayed Negative.

  1. a and b

  2. c and d

  3. a only

  4. b only

Answer: C

ISEB BH0-009 Exam (ITSM Foundation Certificate in Problem and Incident Management) Detailed Information

BCS/ ISTQB Foundation Certificate in Software Testing
The Foundation Certificate in Software Testing is ideal for all who have an interest in understanding the basic concepts of software testing.
ILX's Guaranteed Pass - March Promotion
The Foundation Certificate in Software Testing now has dual accreditation with the ISTQB (International Software Testing Qualifications Board) and successful candidates will receive certification with both BCS and ISTQB recognition at Foundation level.
Accredited Foundation e-Learning Course
ILX Group's e-learning can be delivered to anywhere in the world, online. Buy online now to start studying straight away, then book to sit your exam in your chosen location worldwide!
BCS/ISTQB Foundation Certificate in Software Testing - e-Learning Course
Software Testing Foundation e-Learning e-Learning is the most cost effective way to train to Foundation level practically and efficiently. The package includes:
Accredited e-learning course on CD or online
Interactive multi-media exercises for optimum enjoyment and knowledge retention
An exclusive exam simulator to build your confidence
A software testing case study to develop and apply your skills
Full tutor support via phone and email while you study so you can ask any questions as you go
Course package includes:
Accredited e-learning course - CD will not expire and acts as a great reference tool after passing the exam
Exam simulator to prepare you fully for the exam
A copy of the "Software Testing: An BCS Foundation" book
Exam voucher to be used world-wide within 12 months of purchase
A course user guide
Buy Single User Pack for £399+VAT
Only want access to the e-learning?
You can also buy online-only access for £249+VAT - please note: you will need to book through a Prometric or Pearson Vue test centre and purchase the book separately.
View full course page including an online demo...
Require training for a group?
Corporate discounts apply - call 01270 611600 to discuss your training requirements.
Foundation Certificate in Software Testing Target Audience
The BCS/ ISTQB Software Testing Foundation Level certification is aimed at anyone involved in software testing and includes people in roles such as testers, test analysts, test engineers, test consultants, test managers, user acceptance testers and software developers.
It is also appropriate for anyone who wants a basic understanding of software testing, such as project managers, quality managers, software development managers, business analysts, IT directors and management consultants.
Holders of the Foundation Certificate will be able to go on to a higher level software testing certification.
Foundation Certificate in Software Testing Syllabus
The Foundation Certificate in Software Testing syllabus examines up to level K3* of the software testing learning objectives / levels of knowledge and covers the following areas:
Principles of testing
Testing throughout the life-cycle
Dynamic testing techniques
Static testing
Test management
Tool support for testing
* K3 (Bloom’s Taxonomy) – Application: Using previously learned information in new and concrete situations to solve problems that have single or best answers.
Foundation Certificate in Software Testing Exam
The examination lasts one hour and consists of 40 multiple-choice questions. It's a 'closed book' examination i.e. no notes or books are allowed into the examination room.
The pass mark is 26/40.
How do I book my BCS Foundation exam?
If you do your training through ILX Group, you will be able to book your exam at your chosen location world-wide through ILX Group. They will send you vouchers to use with the Foundation e-learning training package.
For corporate groups, ILX Group can organise on-site invigilation at no extra cost, provided there are a minimum number of staff sitting the exam. Contact us for details.
IT service management
IT Service Management from BCS-IT
BCS offers a range of certifications across the primary disciplines within IT Service Management of ITIL best practice and IT Asset Management:
IT Service Management
Our portfolio enables IT professionals to learn how to deliver, support and manage IT services in an effective and efficient way, embracing the ITIL® best practice framework, the world’s most widely accepted approach to service management. Find out more about the ITIL structure and credit system.
IT Asset Management
Our range of certifications in IT Asset Management give IT professionals and organisations the skills to effectively manage their IT assets. ITAM is an emerging discipline with significant benefits to organisations in vendor compliance, risk management and improved asset efficiency. Our new range of certifications recognises the growth in this important area.
Foundation level
The starting point if you require a basic understanding of ITIL or a general awareness of IT service management standards:
IT Service Management
IT Asset Management
ITIL IT Service Management
BCS EXIN ITAMOrg Foundation Certificate IT Asset Management
BCS Software Asset Management Essentials
These IT service management qualifications are complementary and embrace COBIT®, ISO/IEC 20000, SFIA / SFIAplus and ITIL® to enable job specific skill development:
IT Service Management
IT Asset Management
BCS Service Desk and Incident Management BCS EXIN ITAMOrg Specialist Certificate Software Asset Management
BCS Change Management
BCS Service Level Management
BCS Business Relationship Management
BCS Problem Management
BCS Supplier Management
Translating theory into practice with tools and techniques for practical application of the ITIL framework.
IT Service Management
IT Asset Management
ITIL Practitioner BCS Software Asset Management Practitioner
Intermediate level
Enhance the quality of your IT service management with intermediate level certification.
IT Service Management
IT Asset Management
ITIL Lifecycle modules (broad management / leadership focus)
Continual Service Improvement
Service Design
Service Operation
Service Strategy
Service Transition
ITIL Capability modules (detailed technical practice)
Operational Support and Analysis
Planning, Protection and Optimisation
Release, Control and Validation
Service, Offerings and Agreements
Final qualification:
ITIL Managing across the Lifecycle
Higher level
Aim for the top with clear validation of your professional capability.
IT Service Management
IT Asset Management
ITIL Expert
What is ITIL?
ITIL® (IT infrastructure Library) is the best practice framework for IT service management widely accepted by organisations around the world. It enables IT services and processes to be appropriately delivered more consistently and efficiently.
The ITIL framework provides flexibility with a modular approach that focuses on different aspects of IT service management best practice. With a credit system that supports the ITIL qualifications, candidates can work towards achieving the ITIL Expert and Master levels of certification.
ITIL credit system diagram (small)
Click to view a larger version
BCS is an accredited examination institute for ITIL IT service management qualifications.
For more information about ITIL, visit the official website.
Please note: From 1 April 2016 BCS will not be providing ITIL pins for those that have successfully completed their examinations.
What are the benefits of taking a certification from BCS?
Comprehensive certification portfolio across a wide range of disciplines.
Recognised international presence, delivered in over 200 countries.
Reputation built over 40 years on quality, integrity and impartiality.
Developed with industry experts ensuring they are relevant to today's IT professional.
Based on best practice with recognition for skills and knowledge in a particular area.
Mapped to SFIA / SFIAplus so consistent with your career path.
Worldwide network of over 100 high quality training providers.
What are your service levels for dealing with enquiries?
We will answer your telephone call within one minute during office hours 08:00 - 18:00 GMT Monday to Friday. We will call you back promptly if it is not possible to answer your query immediately. We will answer all email enquiries no later than three working days after receipt.
I would like to do a training course, where is the nearest accredited training organisation?
All accredited training organisations are listed on the website and most offer training in a number of locations.
Can I sit the exam without attending a training course?
Yes, although we strongly recommend that all candidates undertake an accredited training course.
What are the course fees?
You will need to contact the accredited training organisation for this information.
What are the exam fees?
Details of the exam fees are found in the exam section of the website for the certification you wish to take.
Do I need to provide ID before my examination?
Yes, you will need to provide photographic identification before the examination starts such as a passport or driving licence. Please refer to the Identification Policy for further information.
What happens if I do not provide suitable ID?
You will still be able to take the examination but your results will be withheld until identification has been provided and verified. Please refer to the Identification Policy for further information.
Can I use a calculator?
Yes, some examinations will allow you to take your own simple non-programmable calculators. You can check this by looking at the syllabus on the website under the relevant certification.
Can I take books into the examination?
This depends on the examination you are taking. Most multiple choice examinations are closed-book, meaning you cannot take any material into the examination with you. You can check this by looking at the syllabus on the website under the relevant certification.
Is there a charge for sample papers?
Most sample papers cost £20 per paper though some are free to download from the website. Please call +44 (0) 1793 417 655 to order sample papers and to make payment.
How do I book an exam?
If you are taking a course with an accredited training organisation or through an online testing centre (Pearson VUE), the exam will be organised through them. If you are taking a public exam, please refer to the exam section of the website for the certification you are taking.
English is not my first language, is extra time allowed?
Yes, 25% extra time is awarded if you are taking the examination in a language that is not your mother tongue. You are also entitled to bring your own paper dictionary into the examination.
How do I request extra time or other adjustments due to a disability, medical condition or for religious reasons?
You will need to apply using the Reasonable Adjustments Form and all applications will be considered in line with our Reasonable adjustments policy (PDF). BCS can offer a number of adjustments depending on your individual circumstances.
I have had a bereavement, can I reschedule?
Yes, you will be able to reschedule the examination; there will be £25.00 + VAT cancellation fee. Additional exceptions will be considered on a case by case basis.
What happens if I arrive for an examination late?
You are allowed to enter the examination room up to 15 minutes after the scheduled start time. You will not be entitled to have any additional time if you arrive late. If you arrive after 15 minutes after the scheduled start time, you will not be allowed to enter the examination room and will forfeit your examination fee.
If I did not turn up for the examination, am I entitled to a refund?
No, if you do not turn up for an examination, your exam fee is forfeited and you will need to book and pay for the examination again.
Am I able to reschedule my exam?
Yes, you may request to change the exam date or time, but this must be done at least 14 days prior to the originally scheduled examination date. To reschedule the exam, please contact our Customer Service team on + 44 (0) 1793 417 655.
If I have to cancel an exam, am I entitled to a refund of the exam fees?
Notice period Refund available
More than 14 days
No charge / Full refund
Between 7-14 days
Refund of 50% of exam fee
Less than 7 days
No refund / 100% charge of exam fee
If I take a re-sit and do worse, will my highest marks be retained?
We retain the highest mark.
I wish to re-sit my examination, what is the cost?
Re-sits are normally booked via your accredited training organisation and they will provide details of the costs. For public examinations, please contact our Customer Service team on +44 (0) 1793 417 655.
How do I receive my results and certificate?
You will receive an email asking to log into a secure site to view your results and you will be able to download an e-certificate.
When do I receive my results?
Multiple choice and oral examination results are usually sent within 3 weeks of the examination date. Written examination results can take up to 8 weeks.
How long does it take to receive a certificate if I have taken my exam with Pearson VUE?
Candidates will receive an email within 48 hours of sitting their exam at a Pearson VUE testing centre and will be able to click on a link to register for the BCS candidate portal where they will be able to access their e-certificate.
My certificate has my name misspelt, can I get this changed?
Please call +44 (0)1793 417 655 to have your details amended. There will be no charge if your name has been spelt incorrectly.
How do I order a new or replacement paper certificate?
You can order new or replacement paper certificates by calling +44 (0) 1793 417 655. There is a charge for this service.
I have changed my name; can you update my details on the BCS database?
Yes, please complete the Request for name change form along with the relevant document (e.g. marriage certificate, dissolution decree or deed poll document. There is no fee for this service. Unfortunately we cannot make the changes without the relevant form. Please refer to the Name Change Policy for further details.
I have changed my name; can I have a paper certificate in my new name?
Yes, please complete the Request for name change form and send to us along with the relevant document (e.g. marriage certificate, dissolution decree or deed poll document). Once this has been done, a new paper certificate can be issued, however there is a charge; please call +44 (0) 1793 417 655 if you would like to arrange this and make a payment. Please refer to the Name Change Policy for further details.
What information do you share about me with third parties?
We regard the lawful and correct treatment of personal information as very important to the provision of professional services and to maintaining confidence between those with whom we deal and ourselves. We will ensure that all personal information is treated lawfully and correctly. To this end, we adhere to the Data Protection Principles as laid down in the Data Protection Act 1998. Please refer to the Data Protection and Confidentiality Policy for further information.
Is my employer informed of my exam result?
We do not provide your examination results to third parties without your express consent, with the exception of your accredited training organisation or the official accreditor for ISTQB, ITIL and PPM examinations.
I have passed my exam but cannot see my name on the successful candidate register (SCR). How do I go about getting it to show on there?
For BCS examinations please go to
If you have received an email which advised you how to access your examination results then there is a radio button which asks you if you want your details added to the SCR. Click this button and this will be updated within eight weeks of the request. If you have not had this email then please contact our Customer Service team on + 44 (0) 1793 417 655.
Why can I not see some of my results online?
There are some certifications which cannot be viewed online. Please contact our Customer Service team for further assistance.
What is your complaints procedure?
Anyone has the right to complain if they have concerns about a product or service we have provided. All complaints need to be submitted in writing and must contain the following information:
The reason(s) for the complaint.
The date and location of the examination.
Supporting documentation if appropriate.
Pertinent information relating to the grounds for the complaint.
If you have a complaint about your Accredited Training Organisation, please contact them in the first instance and follow their candidate complaints procedure. If you are not satisfied with the response from your accredited training organisation, you have the right to escalate your complaint to us. Please refer to the Complaints Policy for further information.
I received my results today and they are not what I expected - how do I appeal?
First of all, you cannot appeal simply because you are not happy with your results; an appeal must have grounds. There are three grounds for appeal permitted by the procedure (which you should read carefully if you are considering making an appeal) which are:
Your performance was adversely affected by illness or personal circumstances which were not known to you when you sat the examination.
There has been a significant error made by BCS.
BCS acted in a way which is manifestly unreasonable.
For further information please refer to the Appeals policy (PDF)
How will my appeal be considered?
The appeal is considered by the Policy, Compliance and Audit Team who will decide if there is a case for appeal. They will have a copy of the letter of appeal and all supporting documentation, along with relevant documentation (if necessary) from your accredited training organisation.
How long will it take for my appeal to be resolved?
As each appeal is different there are no definitive timelines as to how long an appeal will take to resolve, but you will be kept up to date at each stage of the appeal. We aim to investigate and resolve appeals as quickly as possible within no more than 20 days.
How long do I have to submit an appeal?
You must submit notice of an appeal within 20 working days of publication of the results from your particular examination. Please make sure that you read the form carefully and provide all the information requested. It is your responsibility to make the case, and to state it clearly; we cannot make assumptions - you must fully explain out the cause and effect.
How much does it cost to lodge an appeal?
The current fee for the appeal is £72.00 + VAT which must be paid by credit or debit card by calling our Customer Service team on + 44 (0) 1793 417 655. The appeal will not be processed until full payment has been made. A full refund will be made if the appeal is upheld unless the appeal is for marks to be upgraded due to an illness and then the fee will not be returned.
Are BCS professional certifications mapped to the QCF?
Professional certifications are not currently mapped to the QCF however, as they have been assessed, they broadly align as follows:
Foundation level professional certifications are equivalent to level 3
Practitioner level professional certifications are equivalent to level 4
Higher level professional certifications are equivalent to level 5
What is the relationship between ISTQB, UKTB and BCS?
ISTQB (International Software Testing Qualifications Board) is responsible for the international software testing qualification scheme called 'ISTQB Certified Tester'.
The role of ISTQB is to support a single, universally accepted, international qualification scheme aimed at software and system testing professionals, by providing the core syllabuses and by setting guidelines for accreditation and examination for national boards. UKTB is the UK national board for ISTQB. We deliver foundation and advanced level exams; ISTQB provide the syllabus and UKTB the questions.
We also offer our own intermediate certificate in software testing which is considered a valuable stepping stone between foundation and advanced level as well as a relevant stand-alone qualification.
Do you still have the ISEB (Information Systems Examination Board) Professional award?
No, this was withdrawn in 2012 due to the poor take up.
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