IBM Professional Certification Program

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Test C2010-591: Fundamentals of Applying Tivoli Service Delivery and Process Automation Solutions V3


Study Guide for the certification test.

Below are the high level objectives for this exam. We recommend reviewing the Study Guide for more detailed information on the test objectives to provide a better idea of the content which will be covered on the exam.

Section 1:Define Key IT Asset and Service Management Capabilities


  1. Given customer IT asset and service management requirements, perform a gap analysis so that it is documented if and how IBM Service Delivery and Process Automation products support the customer processes and requirements.

  2. Given IBM product documentation and product functionalities, recognize the benefits of the implementation of each identified IBM product to a business so that the information could be presented to a client.


Section 2:Establish the Customer's Baseline


  1. Given an organization chart, key business units, and processes, develop interviews with business unit managers; identify the possible power users and decision makers of the solution so that the key stakeholders are documented.

  2. Given the customer needs, explain the identified solution functionalities, analyze and consolidate the requirements, and propose an initial solution design so that a high level requirements document can be delivered.

  3. Given current solutions, providers, processes and business rules, match the current state physical and functional components, determine areas of improvement, and analyze and document the investment of a future state so that current and future states are analyzed and documented.

  4. Given a list of stakeholders, interview process and business owners, compile the customer's IT asset and service management requirements so that a document is created containing the customer pain points.

  5. Given the involved business units and processes, analyze those processes, identify its activities, and match those activities with current software applications so that the existing vendor software is identified.

  6. Given the involved business units and decision makers, interview the decision makers, consult specialized documentation and identify the pros and cons of each competitor software component so that the competitor software is identified and analyzed.


Section 3:Evaluate the Customer's People and Processes


  1. Given a list of business units and people involved, identify processes and roles to determine optimizations and improvements so that a list of customer requirements and needs can be documented.

  2. Given the involved business units, interview its representatives, identify its objectives and tasks, and align them with the best practice recommendations so that the business processes are modeled and aligned to best practices.

  3. Given access to business and process owners, gather information from these key contacts so that an overview of the available sources of information in the organisation is documented.

  4. Given the list of customer needs, map the customer processes and identify functionality of suggested products so that the list of products covers the customer's needs.

  5. Given server and network infrastructure, number of customer sites, concurrent users, assets and CIs, processes, monthly ticket volume, other vendor solutions and processes, perform server, networking, reporting and business continuity requirements so that the size of the environment can be identified.

  6. Given the list of customer needs and suggested products, interview people involved in each business process to elaborate an event-driven process chain so that a given diagram of the current processes used by the customer can be made.

  7. Given an organizational map and identified business units, identify the processes, tasks, and roles then match them to the best practice framework so that the organization's structure is documented.

  8. Given customer business processes, the customers vision and strategy, and departmental policies, determine company and department goals, required process performance, and metrics so that Key Performance Indicators (KPIs) for the processes have been identified, prioritized, and documented.


Section 4:Define IT Asset and Service Management Products


  1. Given processes, business units, and current applications by business, expose the IBM Tivoli products functionality, and identify communication and data needs so that the necessary data integrations based on IBM Tivoli products are identified.

  2. Given a list of IBM solutions, processes and requirements, identify the capabilities of each IBM solution and compare them against the customer's processes and requirements so that a match can be made between the solutions and the customer needs and processes.

  3. Given customer's requirements, organizational structure, and an existing environment description, define solution elements, identify the missing parts and recommend functional modules of service and asset management solution so that a high level functional component model of the solution is developed that is capable of meeting customer needs.

  4. Given processes, products, and stakeholders, match the identified roles with each product role so that the business unit functions cover the requirements.


Section 5:Create,Justify,and Deliver Solution Design Recommendations


  1. Given a list of products, a functional model of the solution, and customer processes, analyze platform limitations of the products involved and the inter-dependencies, recommend hardware and OS platforms for the solution, and recommend placement of the components so that initial solution design architecture is created.

  2. Given list of products, an initial solution design architecture, and size of the environment, analyze the product performance requirements and recommend sizing of the hardware for components of the solution so that an initial sizing of the solution is created.

  3. Given list of products, initial solution sizing, design architecture, and size of the environment, analyze the product licensing requirements and explain it to the customer so that a list of licenses required for the solution is developed.

  4. Given customer requirements, a proposed solution design and best practice framework, analyze the customer requirements, compare the solution with the best practice framework, and identify business restrictions and legal constraints so that a final validated solution design can be achieved.

  5. Given the solution design architecture and product sizing, describe the optimized processes and the detailed product functionality so that a presentation containing the map with the total solution and the optimization achieved with the suggested products can be delivered.



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