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IBM C2010-656 Exam Syllabus Topics:

SectionObjectives
Service Request Management Architecture- IBM SmartCloud Control Desk architecture overview
  • 1. Service Desk components and integration points
    • 2. Service catalog structure and offerings
      Configuration and Administration- Service catalog configuration
      • 1. Offerings and catalog management
        • 2. Catalog deployment and updates
          - Security and role configuration
          • 1. User roles and access control
            Integration and Extensions- External system integration
            • 1. LDAP and authentication integration
              • 2. ITSM tool integration
                Service Request Lifecycle Management- Request creation and fulfillment processes
                • 1. Request submission and classification
                  • 2. Fulfillment workflow design

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