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






