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