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| Section | Objectives |
|---|---|
| Topic 1: Technical Troubleshooting and Tools | - Basic troubleshooting methodologies - Support tools and diagnostics |
| Topic 2: Lifecycle Management and Updates | - Patch and update management - Software and hardware maintenance cycles |
| Topic 3: IBM Maintenance and Support Fundamentals | - Technical support service models - Overview of IBM maintenance offerings |
| Topic 4: Communication and Service Delivery | - Customer communication best practices - Documentation and reporting standards |
| Topic 5: Customer Support Operations | - Service level agreements (SLAs) - Escalation procedures |
| Topic 6: Support Processes and Lifecycle | - Service request handling workflow - Incident and problem management |
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