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| Section | Weight | Objectives |
|---|---|---|
| Change and Configuration Management | 25% | - Asset and service dependency mapping - Change management workflow - Configuration Management Database (CMDB) |
| Service Level Management | 15% | - SLA definition and monitoring - Performance reporting and compliance |
| Tivoli Service Management Overview | 20% | - Tivoli Service Management architecture - IT Service Management concepts - Business value and use cases |
| Incident and Problem Management | 25% | - Problem identification and root cause analysis - Incident lifecycle and processes - Integration with monitoring tools |
| Solution Implementation and Integration | 15% | - Deployment planning - Basic administration and maintenance - Integration with other Tivoli products |
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