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IBM 000-656 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Integration and Extension | 15% | - Security and access control - Data exchange and interface configuration - Integration with other IBM Tivoli/Maximo products |
| Topic 2: Service Request Lifecycle Management | 25% | - Integration with incident/problem/knowledge management - Approval processes and fulfillment - SLA definition and monitoring - Request submission and routing |
| Topic 3: Configuration and Customization | 30% | - Service request definition and configuration - Response plans and notifications - Workflow design and automation - Service catalog setup and maintenance |
| Topic 4: Monitoring, Reporting and Troubleshooting | 10% | - Report creation and dashboard setup - Performance monitoring - Common issues and resolution |
| Topic 5: Architecture and Components | 20% | - SmartCloud Control Desk V7.5 overview - Service request management architecture - Service desk and service catalog structure |
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