Information Technology Service Management (ITSM) Processes. 1) Service Request Management Focuses on requests and responses for the IT help-desk items. The processes should be established and uniform. To reduce the workload on agents, organization may consider implementing self service options or chat-bots. 2) Service Catalogs Generally Service Catalogs is a central location/webpage with all the details for contacting the help-desk. It may also contain the self service options and solutions for common problems/issues. 3) Knowledge,Policy and Procedures. This is the knowledge base which controls the collection, maintenance and distribution of information sharing throughout the organization. It shall include the policies, standards, guidelines and the operating procedures for each process or tasks. 4) Incident Management. Defines process on how to handle a situation when an incident happens and how to fix the situation in an accelerated and organized manner. The objective is to reduce t
An exam blueprint is a break down the sections of the Exam Syllabus and makes it easier for the test taker to prepare for the exam. It helps the test taker to understand how many questions in various areas of practice should go on an exam.
Effective 1st October 2018, EC-Council will be introducing a new version of the CEH exam blueprint and it is mentioned below.
The current CEH blueprint is valid till September 30th 2018. You can find the current blueprint here :https://cert.eccouncil.org/images/doc/CEH-Exam-Blueprint-v2.0.pdf