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IBM C1000-098 Exam Overview:

Certification Vendor:IBM
Exam Name:IBM Certified Support Professional – TSS V2
Exam Number:C1000-098
Exam Duration:120 minutes
Passing Score:80%
Real Exam Qty:100
Related Certifications:IBM TSS Academy Graduate Badge
Available Languages:English
Exam Format:Multiple Choice
Exam Price:USD 200 (typical IBM certification pricing; may vary by region)
Recommended Training:IBM Technical Support Basics (IBM/edX)
IBM IT Support Professional Certificate
Exam Registration:IBM TSS Certification Page
IBM Certification Portal (Pearson VUE)
Exam Way:Online via Pearson VUE or authorized test centers
Pre Condition:Recommended: Completion of IBM TSS Academy training modules; no strict formal prerequisite reported
Official Syllabus URL:https://www.ibm.com/training/certification/ibm-certified-support-professional-tss-v2-C0002801

IBM C1000-098 Exam Syllabus Topics:

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

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