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IBM 000-018 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Service Request Manager Architecture and Concepts | 25% | - ITIL-based service desk and request processes - Architecture overview and components - Tivoli Process Automation Engine fundamentals |
| Topic 2: Application Configuration and Customization | 25% | - Workflow and process configuration - Notifications and escalations - Security and access control setup - Service catalog definition |
| Topic 3: Integration and Administration | 20% | - Maintenance, backup and migration - Integration with other Tivoli products - Managing languages and search support |
| Topic 4: Installation and Configuration | 30% | - Configuring best practices content and sample data - Post-installation verification - Installing SRM V7.1 - Installation planning and requirements |
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