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IBM Certified Deployment Professional - Tivoli Service Request Manager V7.1
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An IBM Certified Deployment Professional - Tivoli Service Request Manager V7.1 is a technical professional responsible for configuring service request management of an IBM Tivoli Service Request Manager V7.1 solution. This individual will be expected to perform these tasks with limited assistance from peers, product documentation, and support resources.
Key areas of competency: - Describe the IBM Tivoli Service Request Manager V7.1 architecture and components - Configure service request management (service desk and service catalog) - Describe the basics of service request management processes (service request, incident, problem, and knowledge management) - Describe the basics of service request fulfillment - Describe and configure the various integration options within IBM Tivoli Service Request Manager V7.1
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- Knowledge of IBM Tivoli Service Request Manager V7.1 infrastructure components-Skill level 3
- Knowledge in service request and service fulfillment management -Skill level 3
- Knowledge of application servers (WebSphere Application Server and WebLogic Server)-Skill level 2
- Knowledge of operating systems, networking, and firewall concepts-Skill level 2
- Knowledge of XML-Skill level 2
- Knowledge of SQL for supported databases -Skill level 2
- Knowledge of security (SSL, LDAP, data encryption, system user accounts, directory servers) -Skill level 2
- Knowledge of HTTP protocols -Skill level 1
- Knowledge of the ITIL roles for V2 or V3-Skill level 2
- Knowledge of administration of database and web server components - Skill level 1
- Knowledge of integration components - Skill level 1
Skill Level: 1 - Basic Skill/Knowledge: Familiarity with basic functionality and concepts, may need to rely on assistance from documentation or other resources. 2 - Working Skill/Knowledge: Working knowledge of functionality and concepts, can use product or explain concepts with little or no assistance. 3 - Advanced Skill/Knowledge: Substantial experience with functionality or concepts, can teach others how to use functionality or explain concepts. 4 - Expert Skill/Knowledge: Extensive and comprehensive experience with functionality or concepts, can create or customize code, architecture, or processes.
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