IBM Certified Support Professional – TSS V2 C1000-098 Certified Exam Dumps

C1000-098 Exam Dumps

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Certification Provider: IBM
Exam Code / Number: C1000-098
Exam Name: IBM Certified Support Professional – TSS V2
Exam Questions: 0
Corresponding Certification: IBM Certification

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IBM C1000-098 Exam Syllabus Topics:

SectionObjectives
Topic 1: Customer Support Operations- Service delivery basics
  • 1. Ticket management systems
    • 2. Service level agreements (SLA)
      - Technical troubleshooting
      • 1. Root cause analysis fundamentals
        • 2. Problem diagnosis workflows
          Topic 2: IBM Support Tools & Practices- Support tooling
          • 1. Remote diagnostics tools
            • 2. IBM support platforms and portals
              Topic 3: TSS Academy Fundamentals- IBM Technology Support Services (TSS) overview
              • 1. TSS business model and service structure
                • 2. Roles within IBM support organization
                  - Support processes and methodologies
                  • 1. Escalation procedures
                    • 2. Incident handling lifecycle
                      Topic 4: Professional Skills in Support Environment- Communication and escalation
                      • 1. Customer communication standards
                        • 2. Escalation to higher support tiers


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