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IBM A2010-656 Exam Syllabus Topics:

SectionWeightObjectives
Service Level Management15%- Breach handling and escalation
- SLA monitoring and reporting
- SLA definition and configuration
Architecture and Core Concepts20%- SmartCloud Control Desk V7.5 architecture
- Service Request Management framework
- Database and integration components
Integration and Administration10%- System maintenance and performance tuning
- Security and access control
- Integration with other IBM Tivoli products
Configuration and Customization30%- Service request definition and attributes
- Service catalog setup and configuration
- Workflow design and automation
- Application customization options
Service Request Management Processes25%- Escalation and notification rules
- Request creation and submission
- Status management and closure
- Approval and fulfillment processes

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