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IBM A2010-656 Exam Syllabus Topics:

SectionObjectives
Topic 1: IBM SmartCloud Control Desk Configuration- System configuration
  • 1. User and security configuration
    • 2. Application setup
      Topic 2: Service Request Fulfillment- Request handling processes
      • 1. Workflow design
        • 2. Automation rules
          Topic 3: Integration and Reporting- System integration
          • 1. External system integration concepts
            - Reporting and analytics
            • 1. Service metrics
              • 2. Dashboard configuration
                Topic 4: Service Request Management Overview- IT service management concepts
                • 1. Roles and responsibilities
                  • 2. Service request lifecycle

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