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IBM M9560-814 Exam Syllabus Topics:

SectionObjectives
Customer Needs Identification- Business Challenges
  • 1. Operational Efficiency
  • 2. Compliance Requirements
  • 3. Risk Reduction
IT Service Management Fundamentals- ITSM Concepts
  • 1. Business Value of IT Service Management
  • 2. Service Lifecycle Concepts
  • 3. ITIL Alignment
Sales Positioning and Competitive Differentiation- Value Proposition
  • 1. IBM Competitive Advantages
  • 2. Solution Positioning
  • 3. Customer Benefits
IBM IT Service Management Portfolio- IBM Solutions
  • 1. Change and Configuration Management
  • 2. Asset and Service Management
  • 3. Service Desk and Incident Management

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