- Exam Code: P1000-016
- Exam Name: IBM Maintenance and Technical Support Mastery Test v1
- Certification Provider: IBM
- Corresponding Certification:IBM Certification
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IBM P1000-016 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| IBM Maintenance and Support Fundamentals | - Overview of IBM maintenance offerings - Technical support service models |
| Support Processes and Lifecycle | - Service request handling workflow - Incident and problem management |
| Technical Troubleshooting and Tools | - Support tools and diagnostics - Basic troubleshooting methodologies |
| Communication and Service Delivery | - Documentation and reporting standards - Customer communication best practices |
| Lifecycle Management and Updates | - Software and hardware maintenance cycles - Patch and update management |
| Customer Support Operations | - Service level agreements (SLAs) - Escalation procedures |
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