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