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IBM P9560-718 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Support Roles & Responsibilities | 25% | - End-user and stakeholder responsibilities - Level 2 / IBM support scope - Level 1 / Business Partner support scope |
| SaaS Fundamentals & IBM Cloud Offerings | 25% | - Core concepts of SaaS delivery model - SaaS architecture and service models - IBM Cloud and Smarter Infrastructure SaaS portfolio |
| IBM Support Portal & Processes | 25% | - Escalation procedures and knowledge base utilization - Severity levels and case management - Navigation and use of IBM Software Support Portal |
| Troubleshooting & Best Practices | 25% | - Common SaaS issues and resolution steps - Performance monitoring and incident handling - Customer communication and support best practices |



