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IBM P6010-881 Exam Syllabus Topics:

SectionObjectives
Infrastructure and System Support- Enterprise system support
  • 1. System availability and reliability
    • 2. Monitoring and maintenance
      IT Service Management Processes- ITIL-based service delivery
      • 1. Service level management (SLAs)
        • 2. Change management principles
          Customer Service and Delivery Skills- Communication and coordination
          • 1. Client interaction best practices
            • 2. Service documentation standards
              Technical Support Operations- Incident and problem management
              • 1. Ticket lifecycle handling
                • 2. Escalation procedures
                  IBM Global Technology Services Overview- Service portfolio and support structure
                  • 1. Global delivery framework (GTS)
                    • 2. IBM support service models

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