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IBM P6010-881 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Global Standards & Policies | 10% | - IBM support policies - Security and compliance |
| Topic 2: Service Delivery & Processes | 25% | - Escalation procedures - Incident and problem management |
| Topic 3: IBM TSS Offerings & Portfolio | 25% | - Support levels and coverage - Global TSS service models |
| Topic 4: Problem Determination & Resolution | 25% | - Diagnostic tools and techniques - Root cause analysis |
| Topic 5: Customer & Relationship Management | 15% | - SLA compliance - Communication protocols |
