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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Configuration and Customization | 30% | - Workflow design and automation - Service request definition and attributes - Service catalog setup and configuration - Application customization options |
| Topic 2: Service Level Management | 15% | - SLA monitoring and reporting - SLA definition and configuration - Breach handling and escalation |
| Topic 3: Architecture and Core Concepts | 20% | - Database and integration components - SmartCloud Control Desk V7.5 architecture - Service Request Management framework |
| Topic 4: Service Request Management Processes | 25% | - Status management and closure - Escalation and notification rules - Request creation and submission - Approval and fulfillment processes |
| Topic 5: Integration and Administration | 10% | - System maintenance and performance tuning - Security and access control - Integration with other IBM Tivoli products |
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