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Test Number : BH0-009
Test title : ITSM Foundation Certificate in Problem and Incident Management
Vendor title : ISEB
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ITSM Foundation Certificate in Problem and Incident Management certification

MOF, ITIL, and service manager | BH0-009 Dumps and real exam Questions with VCE practice Test

This chapter discusses the service management strategies minute within the Microsoft Operations Framework (MOF) and suggestions technology tips Library (ITIL) supported through device hub provider manager, including Incident, difficulty, alternate, and Configuration administration.

This chapter is from the book 

The focus of this chapter is to narrate the goals and targets, key terminology, ideas, and endeavor workflows of the techniques listed above, because they are the concepts in the back of the performance found in service manager. understanding these ideas is vital to ensuring a successful implementation that offers the meant cost to the enterprise, for a few reasons:

  • figuring out the desires and goals of each and every procedure is censorious to be confident that your implementation helps your solid achieve them.
  • devoid of a solid figuring out of those concepts, you consequence your implementation at risk—either by means of spending cycles attempting to type the distinctions between phrases comparable to Incident, difficulty, primary Error, and repair Request or via missteps, transform, or suboptimal implementation as a result of these ideas are not understood.
  • This chapter comprises a high-stage mapping of MOF and ITIL ideas to service supervisor, but unique implementation information is left for subsequent chapters.

    carrier manager is distinct from Microsoft's different device core items. it is greater enjoy SAP, which encodes enterprise tactics in utility. For provider manager, those methods are a subset of the provider management tactics of MOF and ITIL: Incident, difficulty, exchange, and Configuration administration. this is why an figuring out of MOF and ITIL is notably positive for carrier supervisor, and why getting replete cost from the product requires now not most effective satisfactory technical skills but too an preempt plane of skills of the approaches the provider manager product helps.

    The sections that comply with narrate what MOF and ITIL are, the price they provide, and the pass to procure begun with them within the context of implementing service manager.

    MOF and ITIL Are IT provider administration Frameworks

    each MOF and ITIL are service management frameworks. provider management is the thought of organizing and featuring advice technology (IT) to the company as a set of services. MOF and ITIL accomplish employ of a group of interrelated terminology, concepts, and mode workflows in response to superior practices for aiding and supplying services to the purchasers and clients. MOF and ITIL are fashions for a pass to Run IT as a provider issuer (as antagonistic an IT organization it really is know-how centric and views itself and conducts its company primarily as one that cares for and feeds know-how).

    MOF and ITIL are written information specifying the pass to systematize and manage round a group of features to optimize cost for shoppers and users of those features. a giant corollary to this theory (at least for the IT company) is that to consistently and sustainably supply the ranges of carrier the business wants, IT ought to hold the wherewithal it requires to carry those features continually. The demur privilege here is to consequence whatever obliging both for IT and the purchasers and clients it serves.

    here is an illustration of how an IT company's approach will fluctuate if they are know-how based versus provider established:

  • With a know-how-founded mannequin, the organization and what it does and gives for its purchasers and conclusion users is prepared around expertise (for example, Microsoft alternate).
  • In a provider management mannequin, here is prepared round messaging.
  • here is more than just semantics. A messaging provider contains Microsoft exchange along with a couple of different associated add-ons and mechanisms akin to provider stage agreements (SLAs) required to always convey a service to consumers and users on the anticipated ranges of great. this stuff might possibly be missed or evaporate unmanaged when the hub of attention is simply on the know-how, and could then consequence in an overall reduce first-class of service.

    consider in regards to the disagreement between how a corporation that presents messaging as a service over the web and the pass a criterion IT store presents it, and too you delivery to procure the theory of provider administration. if you're provisioning messaging over the information superhighway, you must

  • check the functions you are looking to supply. You may hold different provider programs with distinct aspects (e mail, rapid messaging, teleconferencing, shared workspaces, LiveMeeting, and so forth) in each and every package.
  • establish service plane applications (different levels of facets and assist for each and every provider package), such because the degree of availability, aptitude and performance, security, and repair continuity (catastrophe healing).
  • Set pricing and set up charging models and mechanisms for every provider and service plane package combinations.
  • latest your features (including first-rate of carrier and price) in a catalog to clients and competencies consumers that allows you to conveniently tolerate in understanding which services and repair stage packages are privilege for them.
  • Separate the service supplied (messaging) from the technologies that accomplish it feasible (the selected infrastructure and purposes; for instance, Microsoft exchange and Lync) in order that you've got agility and altenative in how to provide the carrier.
  • Why may an interior IT shop necessity to undertake the sort of model? for the same factors a vendor would:

  • The cost of the provider is made more specific, so it is limpid that the service both has or does not hold the rectify cost-to-efficiency features.
  • it's glaring what is and isn't covered in the service.
  • available provider stages and their cost are made explicit.
  • Most censorious for the carrier issuer, what it takes (the wherewithal required) to provide the features at utter times to agreed service ranges is made specific when it comes to infrastructure, applications, organization, contracts, companies, tactics, subservices, and service tiers. The roles and obligations of the issuer and users and clients are too made explicit.
  • Put another manner, organizing around features helps you withhold away from overcommitting—for instance, to featuring 5 nines (99.999%) of availability on a community know-how that may deliver handiest ninety nine% uptime. Organizing around capabilities forces you to consider through what people, techniques, and know-how are required for every service to meet its ambitions and to staff and procure as a result (or, with express constrict from your consumer, to returned off to a lesser service with abate provider degrees).

    The concept is that every carrier is managed for cost individually and that IT can accomplish specific and strive to area in vicinity and withhold the resources required to perpetually make, and preserve, respectable commitments. A connected conception is that the focus maintains the nigh in intellect (the provider itself: what is provided and to what service degree) instead of the capacity (the inevitable technologies chosen). This separation of ends and capability is vital in allowing both IT and the solid it serves to hold the degree of agility up to date corporations require. here's the essence of any IT management framework, which is as follows:

  • To supply key ideas, models, and organizing principles that supply a higher means than alternatives for guaranteeing valued clientele procure what they want
  • For IT to hold utter of the underpinning mechanisms to ensure the tiers of satisfactory of carrier required and agreed for every service, together with infrastructure, purposes, and processes
  • Organizing around capabilities brings together what the client needs (the points and the tiers of service) with the technology wherewithal required to convey on that necessity invariably. in the conclusion, your train with carrier organizations is to be able to say, with self assurance, "sure, Mr./Ms. consumer, this will too be achieved, and this is what it fees." A carrier management framework helps you procure there because it offers the set of concepts and constructs that toil together to accomplish it occur.

    One such constructive carrier administration assemble is the service map. provider maps supply a graphical option to define the components and dependencies of a provider which are inputs into the provider catalog and SLAs for the provider. Microsoft, by pass of carrier maps, offers an outstanding birth with IT service administration (ITSM). These maps are logical diagrams of functions, which are positive for realizing and communicating the accessories that accomplish up services and the pass they relate to 1 another. They supply documentation of architecture, are constructive in troubleshooting, and performance as a basis for automating capabilities and their linked monitoring and maneuver procedures. for example, you could bewitch a provider map and translate it into a disbursed utility in Operations manager (OpsMgr). this is described in Chapter 9, "business services."

    The stout wager of MOF and ITIL is that organizing round and managing to a group of features is a advanced mode to provide cost to customers.

    think about two IT agencies with the real same resources—IT infrastructure, functions, americans (including carriers and suppliers), money, agreements, contracts, files, and anything else vital to convey an IT carrier—yet with extensively diverse consequences in terms of the price they create for their shoppers. What makes the disagreement in their outcomes? A key component is how they prepare themselves and manage the crucial things (what they do, manage, and deliver), including the strategies they follow, how they employ abilities, the americans they hold got, and how they leverage them to create value in the contour of goods and services.

    MOF and ITIL specify, among other issues, that IT service suppliers may still

  • Create a carrier catalog (see

    A provider catalog entry is a carrier description that helps talk what the provider is, what it costs, and the pass performance is measured. table 3.1 is a constituent of a service catalog entry for messaging for a fictitious company (

    table 3.1. service Catalog Excerpt (tailored from MOF Job back "SIP service Catalog")

    service name

    Messaging carrier

    provider Description

    Odyssey's IT arm hosts the total messaging service infrastructure, enabling Odyssey personnel to ship and acquire e-mail and to synchronize their toil schedules.

    enterprise Alignment

    This service is funded as Part of Odyssey's IT operational budget. The provider merits utter clients by featuring a centralized facility for synchronizing facts from Microsoft Outlook, e mail filtering and caching, web-based access to email, and free/busy agenda synchronization.

    business proprietor

    The Human substances (HR) division is the enterprise owner for this utility.

    carrier Qualification

    This provider is obtainable to utter commonplace personnel of Odyssey, in any respect areas international. every statistics hub has a Microsoft change server that provides for the servers at that vicinity, and each of these servers is linked to the company spine for facts synchronization.

    carrier manager

    Dave Pultorak.

    provider Initiation Contact

    carrier is initiated by using the HR department for each and every new worker given approval to accomplish employ of enterprise's electronic mail.

    exterior Dependencies

    information superhighway communication amenities, VeriSign security certificate capabilities.

    provider points

    service desk/incident management.

    software availability and metric reporting.

    application SLA.

    Hours of carrier.

    difficulty administration.

    Tier 2 escalations and proactive root-trigger evaluation.

    change management.

    change administration and control.

    technology improvements.

    Patch administration.

    protection administration.

    safety protection: intrusion detection, locked-down security policies.

    cyber web-selected safety coverage: antivirus, antiphishing, antispam.

    additional provider facets.

    Proactive health monitoring.

    high-availability administration.

    Nightly server facts backup.

  • existing themselves to the business through that provider catalog (the usage of customer-oriented terminology absent-minded from the expertise used to convey the carrier—as an instance, the usage of messaging because the title for the service instead of Microsoft change).
  • outline provider tiers in SLAs.

    An SLA is an agreement between an IT carrier issuer and customer specifying the carrier, provider degree goals, and provider and customer tasks. table three.2 is an instance of provider first-rate measurements and efficiency ambitions excerpted from "MOF Job assist - service plane agreement," accessible from Microsoft.

    desk 3.2. SLA Excerpt

    provider first-class Measurements



    efficiency goal

    service availability percent

    percent of time the software is obtainable throughout ordinary schedule minus the hold an consequence on time from any scheduled or unexpected movements

    goal percent.

    instance: 99.6%.

    Incident determination time

    Time between recording and resolution of an incident:

  • precedence 1 = < half-hour
  • priority 2 = < 2 hours
  • precedence three = < four hours
  • X% of transactions of classification Y to be completed within Z minutes or hours or days.

    example: ninety five% of utter precedence 1 electronic mail incidents are resolved within 30 minutes.

    Root-trigger analysis reviews

    construction of reports describing root explanation for a selected incident or problem

    Timeframe for record to be delivered.

    example: one hundred% of utter root-cause analysis reports might be delivered within 24 hours of when the incident came about.

    SLA assessment

    review of provider to determine whether any changes are required

    % of experiences to be completed.

    illustration: one hundred%.

  • Use these and other mechanisms required to control the excellent, can charge, and in the nigh the cost offered to the company by pass of each service.
  • although this version of provider supervisor doesn't assist provider catalogs or SLAs, it's essential to withhold in understanding what they're as a result of they are at the hub of the provider administration ecosystem that carrier manager helps.

    that you could procure examples and templates for carrier catalogs, SLAs, and different carrier management mechanisms in the "MOF Job aid" collections, attainable for obtain from Microsoft.

    deciding upon the price of MOF and ITIL

    MOF and ITIL terminology, concepts, and mechanisms are embedded in provider supervisor, and the product helps carrier administration capabilities and tactics. here's one very respectable cause to custody about MOF and ITIL. besides the fact that children, there are other explanations, which might be essential that you can reliance as a groundwork for understanding and articulating the price the product can bring (and to whom). what is in it for you, your group, your IT solid and its suppliers, your clients and conclusion users, and the company? conform with WIIFM (What's In It For Me?) for MOF and ITIL for utter stakeholder audiences: the IT individual contributor, the IT crew, the IT organization, its suppliers, its customers and conclusion clients, and the enterprise as a whole:

  • For the particular person contributor: service administration certification is fitting a "fundamental and expected" criterion and is additionally a exact certification in terms of earnings. (a obliging deal of what IT experts consequence everyday is tackle changes, troubleshoot incidents, are searching for the foundation cause of issues, etc.) The training for that lies in MOF and ITIL. different professions hold lengthy-centered accustomed terminology (accountants, for example, don't bicker over what an asset or legal responsibility is) and mechanisms (accountants can are expecting to peer a conventional ledger once they birth toil at an organization). MOF and ITIL deliver these for IT gurus.
  • For the IT group: It isn't ordinary for teams of tremendously clever people to devolve into a communal idiot, above utter when a significant challenge arises. (very nearly any one who has spent more than a couple of minutes in it could attest to this!) For teams to characteristic well, they want shared concepts and necessities for "how things are finished round privilege here." MOF and ITIL deliver these for IT groups.
  • For the IT company: The IT provider as a entire wants "a" formula to prepare, and that formulation has to be utterly labored out with enough interlocking ideas and helping templates and examples to kisser on its own legs. It additionally helps (vastly) if these strategies are adopted largely, because it then can be anticipated that new starters and providers who Come and evaporate want less ramp-up time. MOF and ITIL deliver these.
  • MOF and ITIL compared

    table 3.four compares MOF and ITIL along a couple of key dimensions. that you can employ it as a starting point for making a altenative on the area to invest your time in learning extra about these frameworks.

    table 3.four. comparison of MOF and ITIL




    form ingredient and cost

    e-book. MOF is accessible for gratis down load.

    book. ITIL publications can be found in booklet benevolent and numerous other formats for buy.

    training and certification

    both MOF and ITIL hold practising and certification paths. MOF is limited to 1 direction and certification on the foundation stage.

    ITIL has a basis-stage certification, along with Intermediates, utter of the means as much as expert- and master-level certification.

    Mapping to generally authorized IT administration frameworks

    both MOF and ITIL supply mapping to other generally accepted IT management frameworks, together with every different in addition to ISO 20000 and COBIT. both back these generally approved frameworks and even offers a map to them. So, you may too be inevitable that what you consequence with MOF and ITIL will not be out of line with different frameworks.

    charge, aspects, restrictions

    MOF is free to down load and use, and includes not simply assistance but too examples and templates, with creative commons licensing.

    ITIL is owned by using the U.ok. office of govt Commerce, with linked restrictions and charges to be used.

    Writing vogue and intention

    MOF is written in a guidelines, prescriptive style, to be utilized at once. It points limpid outcomes, key questions, inputs, outputs, goals, and measures in a concise, imperative checklist trend. here's a cleanly departure from more academic treatments of carrier administration ideas.

    ITIL is written in a textbook trend, describing provider administration actions, deliverables, methods, functions, roles, key ideas, and fashions, with complete insurance and many greater pages of core content than MOF.


    MOF provides navigation into Microsoft's carrier administration belongings—the additional tips, working towards, confess accelerators, functions, and products—that aid you enforce provider management ideas on the Microsoft platform and the products and technologies that accomplish up that platform. because the Microsoft platform is a key a Part of most IT shops, you should hold in understanding what Microsoft has to present, and MOF helps corporation these assets so that you should privilege away discover, draw close, and practice them.

    ITIL is expertise agnostic.

    content (strategies, features, and administration reports)

    MOF covers a collection of procedures and features, and comprises administration experiences, as driven by Microsoft's ecosystem of clients and companions

    ITIL comprises processes and capabilities as pushed via the membership of the IT service administration discussion board (itSMF), the ITIL person community.

    The conclusion here is that despite the fact there are transformations between ITIL and MOF, and to a point because of these changes, some capabilities of each MOF and ITIL are imperative as background and context for a a hit provider supervisor implementation.

    Getting started with MOF and ITIL

    This section outlines some ideas and supplies for getting began with MOF and ITIL. after you hold a transparent imaginative and prescient of what you necessity to consequence with MOF and ITIL, it is crucial to understand how to procure utter started.

    Take here steps to procure begun with MOF (more information available at

  • download MOF core content. Skim the contents so that you procure a suppose for what is covered after which withhold it nigh for reference. read the MOF overview to familiarize yourself with MOF, and skim the MOF glossary to understand the terminology.
  • down load and evaluate the IT seasoned short delivery kit for a superb introduction to MOF, together with podcasts, PowerPoint info, and working towards and certification information.
  • download the "Getting utter started with MOF" implementation e-book and skim it to investigate your maximum competencies, most valuable jumping-off constituent for getting begun.
  • down load "Bridging from MOF information to Microsoft items - A companion ebook" and skim it to understand how Microsoft products lead MOF IT service management concepts.
  • review and obtain different MOF information and job aids as you descry hardy the area there is a privilege away hit for an issue or possibility you descry on the job.
  • Optionally, bewitch an MOF basis course and flood the MOF Certification examination.
  • here are some effortless methods to procure begun with ITIL:

  • study "An Introductory Overview of ITIL V3," from the IT provider administration forum to procure a believe for ITIL's constitution and content.
  • study Van Haren Publishing's outstanding ITIL V3: A Pocket e-book, which provides manner particulars overlooked of IT service administration forum's "An Introductory Overview of ITIL V3," which is more concerned with featuring a high-degree overview of the service actuality cycle.
  • download and evaluate the ITIL glossary to withhold in understanding the terminology.
  • Take an ITIL foundation course, and bewitch and pass the ITIL groundwork examination.
  • Optionally, examine the five core ITIL publications. These books can be found from a large altenative of sources and in a number of formats, corresponding to PDF, booklet, hardcopy booklet, and HTML-based mostly DVD.
  • Optionally, bewitch further ITIL lessons and examinations leading to ITIL expert or master status.
  • MOF and ITIL approaches Supported via service manager

    MOF and ITIL specify a group of IT approaches deemed quintessential to accomplish confident constant fine of birth of IT services. The core set of techniques are typically these most intently linked to conclusion users (that is, the techniques that if missing or damaged are inclined to evoke stentorian complaints most privilege away). This version of service manager supports probably the most essential conclusion person-dealing with approaches: Incident, problem, alternate, and Configuration administration.

    here sections debate these strategies, searching on the following for each and every process:

  • Definition, desires, and goals
  • Key terminology
  • Why the manner matters (its price)
  • Key performance indications (KPIs)
  • Reporting
  • Scope
  • Integration with different procedures and functions
  • technique recreation workflow
  • Key roles and duties
  • Key inputs and outputs
  • high-level issues for implementing with carrier manager
  • the well-known thing decisions to accomplish when imposing the processes encompass individuals and procedure choices that in some instances bewitch a seat backyard the service manager implement and in different situations drive configuration values for the tool.

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    CIDQ [1 Certification Exam(s) ]
    CIPS [4 Certification Exam(s) ]
    Cisco [326 Certification Exam(s) ]
    Citrix [48 Certification Exam(s) ]
    CIW [18 Certification Exam(s) ]
    Cloudera [10 Certification Exam(s) ]
    Cognos [19 Certification Exam(s) ]
    College-Board [2 Certification Exam(s) ]
    CompTIA [80 Certification Exam(s) ]
    ComputerAssociates [6 Certification Exam(s) ]
    Consultant [2 Certification Exam(s) ]
    Counselor [4 Certification Exam(s) ]
    CPP-Institute [4 Certification Exam(s) ]
    CSP [1 Certification Exam(s) ]
    CWNA [1 Certification Exam(s) ]
    CWNP [14 Certification Exam(s) ]
    CyberArk [2 Certification Exam(s) ]
    Dassault [2 Certification Exam(s) ]
    DELL [13 Certification Exam(s) ]
    DMI [1 Certification Exam(s) ]
    DRI [1 Certification Exam(s) ]
    ECCouncil [23 Certification Exam(s) ]
    ECDL [1 Certification Exam(s) ]
    EMC [134 Certification Exam(s) ]
    Enterasys [13 Certification Exam(s) ]
    Ericsson [5 Certification Exam(s) ]
    ESPA [1 Certification Exam(s) ]
    Esri [2 Certification Exam(s) ]
    ExamExpress [15 Certification Exam(s) ]
    Exin [41 Certification Exam(s) ]
    ExtremeNetworks [3 Certification Exam(s) ]
    F5-Networks [20 Certification Exam(s) ]
    FCTC [2 Certification Exam(s) ]
    Filemaker [9 Certification Exam(s) ]
    Financial [36 Certification Exam(s) ]
    Food [4 Certification Exam(s) ]
    Fortinet [16 Certification Exam(s) ]
    Foundry [6 Certification Exam(s) ]
    FSMTB [1 Certification Exam(s) ]
    Fujitsu [2 Certification Exam(s) ]
    GAQM [10 Certification Exam(s) ]
    Genesys [4 Certification Exam(s) ]
    GIAC [15 Certification Exam(s) ]
    Google [6 Certification Exam(s) ]
    GuidanceSoftware [2 Certification Exam(s) ]
    H3C [1 Certification Exam(s) ]
    HDI [9 Certification Exam(s) ]
    Healthcare [3 Certification Exam(s) ]
    HIPAA [2 Certification Exam(s) ]
    Hitachi [30 Certification Exam(s) ]
    Hortonworks [5 Certification Exam(s) ]
    Hospitality [2 Certification Exam(s) ]
    HP [764 Certification Exam(s) ]
    HR [4 Certification Exam(s) ]
    HRCI [1 Certification Exam(s) ]
    Huawei [33 Certification Exam(s) ]
    Hyperion [10 Certification Exam(s) ]
    IAAP [1 Certification Exam(s) ]
    IAHCSMM [1 Certification Exam(s) ]
    IBM [1547 Certification Exam(s) ]
    IBQH [1 Certification Exam(s) ]
    ICAI [1 Certification Exam(s) ]
    ICDL [6 Certification Exam(s) ]
    IEEE [1 Certification Exam(s) ]
    IELTS [1 Certification Exam(s) ]
    IFPUG [1 Certification Exam(s) ]
    IIA [3 Certification Exam(s) ]
    IIBA [2 Certification Exam(s) ]
    IISFA [1 Certification Exam(s) ]
    Intel [2 Certification Exam(s) ]
    IQN [1 Certification Exam(s) ]
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    ISACA [4 Certification Exam(s) ]
    ISC2 [6 Certification Exam(s) ]
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    Liferay [1 Certification Exam(s) ]
    Logical-Operations [1 Certification Exam(s) ]
    Lotus [66 Certification Exam(s) ]
    LPI [24 Certification Exam(s) ]
    LSI [3 Certification Exam(s) ]
    Magento [3 Certification Exam(s) ]
    Maintenance [2 Certification Exam(s) ]
    McAfee [9 Certification Exam(s) ]
    McData [3 Certification Exam(s) ]
    Medical [68 Certification Exam(s) ]
    Microsoft [402 Certification Exam(s) ]
    Mile2 [3 Certification Exam(s) ]
    Military [1 Certification Exam(s) ]
    Misc [3 Certification Exam(s) ]
    Motorola [7 Certification Exam(s) ]
    mySQL [4 Certification Exam(s) ]
    NBSTSA [1 Certification Exam(s) ]
    NCEES [2 Certification Exam(s) ]
    NCIDQ [1 Certification Exam(s) ]
    NCLEX [3 Certification Exam(s) ]
    Network-General [12 Certification Exam(s) ]
    NetworkAppliance [42 Certification Exam(s) ]
    NetworkAppliances [1 Certification Exam(s) ]
    NI [1 Certification Exam(s) ]
    NIELIT [1 Certification Exam(s) ]
    Nokia [7 Certification Exam(s) ]
    Nortel [130 Certification Exam(s) ]
    Novell [37 Certification Exam(s) ]
    OMG [10 Certification Exam(s) ]
    Oracle [315 Certification Exam(s) ]
    P&C [2 Certification Exam(s) ]
    Palo-Alto [4 Certification Exam(s) ]
    PARCC [1 Certification Exam(s) ]
    PayPal [1 Certification Exam(s) ]
    PCI-Security [1 Certification Exam(s) ]
    Pegasystems [17 Certification Exam(s) ]
    PEOPLECERT [4 Certification Exam(s) ]
    PMI [16 Certification Exam(s) ]
    Polycom [2 Certification Exam(s) ]
    PostgreSQL-CE [1 Certification Exam(s) ]
    Prince2 [7 Certification Exam(s) ]
    PRMIA [1 Certification Exam(s) ]
    PsychCorp [1 Certification Exam(s) ]
    PTCB [2 Certification Exam(s) ]
    QAI [1 Certification Exam(s) ]
    QlikView [2 Certification Exam(s) ]
    Quality-Assurance [7 Certification Exam(s) ]
    RACC [1 Certification Exam(s) ]
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    RedHat [8 Certification Exam(s) ]
    RES [5 Certification Exam(s) ]
    Riverbed [9 Certification Exam(s) ]
    RSA [16 Certification Exam(s) ]
    Sair [8 Certification Exam(s) ]
    Salesforce [7 Certification Exam(s) ]
    SANS [1 Certification Exam(s) ]
    SAP [98 Certification Exam(s) ]
    SASInstitute [15 Certification Exam(s) ]
    SAT [2 Certification Exam(s) ]
    SCO [10 Certification Exam(s) ]
    SCP [6 Certification Exam(s) ]
    SDI [3 Certification Exam(s) ]
    See-Beyond [1 Certification Exam(s) ]
    Siemens [1 Certification Exam(s) ]
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    SOA [15 Certification Exam(s) ]
    Social-Work-Board [4 Certification Exam(s) ]
    SpringSource [1 Certification Exam(s) ]
    SUN [63 Certification Exam(s) ]
    SUSE [1 Certification Exam(s) ]
    Sybase [17 Certification Exam(s) ]
    Symantec [137 Certification Exam(s) ]
    Teacher-Certification [4 Certification Exam(s) ]
    The-Open-Group [8 Certification Exam(s) ]
    TIA [3 Certification Exam(s) ]
    Tibco [18 Certification Exam(s) ]
    Trainers [3 Certification Exam(s) ]
    Trend [1 Certification Exam(s) ]
    TruSecure [1 Certification Exam(s) ]
    USMLE [1 Certification Exam(s) ]
    VCE [7 Certification Exam(s) ]
    Veeam [2 Certification Exam(s) ]
    Veritas [33 Certification Exam(s) ]
    Vmware [71 Certification Exam(s) ]
    Wonderlic [2 Certification Exam(s) ]
    Worldatwork [2 Certification Exam(s) ]
    XML-Master [3 Certification Exam(s) ]
    Zend [6 Certification Exam(s) ]

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