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