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IBM P6010-881 Exam Syllabus Topics:

SectionObjectives
Topic 1: Customer Service and Delivery Skills- Communication and coordination
  • 1. Client interaction best practices
    • 2. Service documentation standards
      Topic 2: IT Service Management Processes- ITIL-based service delivery
      • 1. Service level management (SLAs)
        • 2. Change management principles
          Topic 3: Infrastructure and System Support- Enterprise system support
          • 1. Monitoring and maintenance
            • 2. System availability and reliability
              Topic 4: IBM Global Technology Services Overview- Service portfolio and support structure
              • 1. IBM support service models
                • 2. Global delivery framework (GTS)
                  Topic 5: Technical Support Operations- Incident and problem management
                  • 1. Escalation procedures
                    • 2. Ticket lifecycle handling

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