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IBM A2010-656 Exam Syllabus Topics:

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

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