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IBM 000-030 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Integration and Customization | 15% | - Customization of user interfaces - Integration with Tivoli products - Data import/export and migration |
| Topic 2: Service Desk Configuration | 30% | - Workflow design and status management - Priority matrix and SLA rules - Ticket creation and templates - Auto-classification and routing |
| Topic 3: Service Catalog Configuration | 20% | - Approval processes - Request fulfillment setup - Catalog item definition |
| Topic 4: System Setup and Configuration | 25% | - Security and access control - Database configuration - Installation and deployment - Server environment setup |
| Topic 5: Maintenance and Troubleshooting | 10% | - Performance tuning - Log analysis and error resolution - Backup and recovery procedures |
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