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














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