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IBM A2010-656 Exam Syllabus Topics:

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

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