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