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IBM A2010-656 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Service Level Management | 15% | - Breach handling and escalation - SLA monitoring and reporting - SLA definition and configuration |
| Topic 2: Configuration and Customization | 30% | - Workflow design and automation - Application customization options - Service catalog setup and configuration - Service request definition and attributes |
| Topic 3: Architecture and Core Concepts | 20% | - SmartCloud Control Desk V7.5 architecture - Database and integration components - Service Request Management framework |
| Topic 4: Integration and Administration | 10% | - System maintenance and performance tuning - Security and access control - Integration with other IBM Tivoli products |
| Topic 5: Service Request Management Processes | 25% | - Request creation and submission - Approval and fulfillment processes - Status management and closure - Escalation and notification rules |
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