Entrenamiento Mpr ITIL 01 (119)

Question

In the Catalogs application, how can an administrator quickly add several offerings into a catalog?

Answer 1

In the Catalog tab, use the Select Offerings option

Answer 2

Click on the Deploy Multiple Offerings icon on the toolbar

Answer 3

Use the Add Multiple Offerings option in the Select Action menu

Answer 4

In the Offerings tab, use the Add Offering option and select multiple offerings at once

Answer 5

Conditions

Answer 6

Description

Answer 7

Response Plan Administrator

Answer 8

The percentage of each answers for the number of responses.

Answer 9

The percentage of users who have responded for tracked surveys.

Answer 10

How many users received the survey for tracked but not untracked surveys.

Answer 11

How many user received the survey for both tracked and untracked surveys.

Answer 12

The percentage of answers responded to for each question weighted a value of one (1).

Answer 13

To set the Internal Priority based on Impact and Urgency

Answer 14

To set the External Priority based on Impact and Urgency

Answer 15

To set the Internal Priority based on Impact and Reported Priority

Answer 16

To set the External Priority based on Impact and Reported Priority

Answer 17

Create an incident and check Is Known Error check box

Answer 18

Add a reference to the problem in the Incident Work Log

Answer 19

Use the Select Action menu to create a problem from incident record

Answer 20

Use the Failure Reporting tab to create a problem record and associates it with the incident

Answer 21

User Groups

Answer 22

Work Orders

Answer 23

Complete each worklog entry

Answer 24

Mark the incident as a known issue

Answer 25

Enter symptom, cause, and resolution in the Solution Details tab

Answer 26

For global incidents, each related incident must be resolved manually

Answer 27

The SLA is applied with an action within a workflow.

Answer 28

Click the Apply SLA action from the Select Action menu.

Answer 29

A ticket template includes a SLAt0 be applied to the SR.

Answer 30

A SLA is defined as part of the classification used on the SR.

Answer 31

The self-service user selects a valid SLA when creating a new SR.

Answer 32

To grant administrative rights to offerings

Answer 33

To define the approvals for the Offering Fulfillment process

Answer 34

To define which catalogs the specific offering is a member of

Answer 35

To create a process that will be followed once the offering is approved

Answer 36

To create a process that will be followed once the offering is requested

Answer 37

Owner Group

Answer 38

Classification

Answer 39

Internal Priority

Answer 40

Affected Person

Answer 41

Reported Priority

Answer 42

Service Level Agreement

Answer 43

New keywords can only be added by the owner of the solution.

Answer 44

New keywords can only be added from the Domains application.

Answer 45

New keywords can only be added from the Solutions application.

Answer 46

The keywords list is predefined during implementation and cannot be modified.

Answer 47

To view and manage all service requests

Answer 48

To view and manage all service requests for a user

Answer 49

To view and manage submitted requests for available offerings for a user

Answer 50

To view and manage submitted requests for available catalogs for a user

Answer 51

Time Zones

Answer 52

Draft> Active > Inactive> Active

Answer 53

New> Active> Inactive > Revised

Answer 54

Draft> Pending > Active> Inactive

Answer 55

New> Pending> Active > Revised

Answer 56

Offerings have puzzle pieces as icons.

Answer 57

Offerings usually have icons that represent their service.

Answer 58

Offerings for the user will be found in Frequent Requests.

Answer 59

Offerings can only be found in the Request New Service folder.

Answer 60

It is possible to add multiple cart templates in a shopping cart.

Answer 61

It is possible to add only one cart template in each shopping cart.

Answer 62

It is possible to add multiple cart templates in a shopping cart only after the offering is validated.

Answer 63

It is possible to add multiple cart templates in a shopping cart only if each item in the cart template is different.

Answer 64

Use the Time Tracking section

Answer 65

Apply a Service Level Agreement to the problem ticket

Answer 66

Add the labor, start time, and end time in the Failure Reporting tab

Answer 67

Use the buttons Start Timer and Stop Timer in the Problem application

Answer 68

Resolve the issue quickly

Answer 69

Restore the service quickly

Answer 70

Determine what caused the abnormal condition

Answer 71

Document the interaction between the service desk agent and the user

Answer 72

Users with proper access must rebuild the maximo.ear file to remove a section.

Answer 73

Users with proper access can modify the number of sections in the Application Designer.

Answer 74

Users with proper access can modify the content of each section in the Application Designer.

Answer 75

Users with proper access can modify the background of this application in the Application Designer.

Answer 76

A job plan that provides a template to standardize work tasks.

Answer 77

A web macro function that records all the actions and can be re-run to perform repeatable tasks.

Answer 78

Multiple ticket templates applied to the same incident save time and make operations more efficient.

Answer 79

A simplified view containing few fields where it is possible to pick one common request as a template.

Answer 80

It is used to install the optional content after the IBM SmartCloud Control Desk V7.5 implementation.

Answer 81

It is used to uninstall the optional content after the IBM SmartCloud Control Desk V7.5 implementation.

Answer 82

It can be used to modify the service content data to reference a different organization, site, set, and vendor.

Answer 83

It can be used to add the additional Service Catalog process content available from the Integrated Service Management Library.

Answer 84

PmSolutionCron

Answer 85

PmobjSearchCron

Answer 86

An escalation can be activated if its validation fails.

Answer 87

When the status of a SLA is changed, the associated escalation changes status automatically.

Answer 88

When the Activate/Deactivate Escalation action is used to activate the escalation, the associated SLA changes status.

Answer 89

When an escalation is created for an active SLA, the Activate/Deactivate Escalation action must be used to activate the escalation.

Answer 90

Integration with Problem, Change, and Release Management processes.

Answer 91

Predefined Service Level Agreements to ensure measurable service delivery.

Answer 92

ITIL aligned best practice processes to support service request management.

Answer 93

A clearly defined system administrator role supported by dedicated start centers and security groups to align with the functions of the role.

Answer 94

Offering Catalog

Answer 95

Self Service Center

Answer 96

Create Service Request

Answer 97

Activities specified on response plans are copied over to the service request(SR) when the response plans is applied.

Answer 98

Activities specified on the job plan associated with a response plan are copied over to the SR when the response plan is applied.

Answer 99

Activities specified on the solution associated with a response plan are copied over to the SR when the response plan is applied.

Answer 100

Activities specified on the Ticket Template associated with a response plan are copied over to the SR when the response plan is applied.

Answer 101

The problem is in an active workflow and cannot be changed.

Answer 102

The user has recently changed his or her password and must first log out.

Answer 103

The user is not in a security group with the option Take Ownership granted.

Answer 104

The problem is already assigned to another user and cannot be reassigned.

Answer 105

Task records

Answer 106

Solution records

Answer 107

Ticket Template records

Answer 108

Service Request records

Answer 109

Escalation

Answer 110

Work Order

Answer 111

Response Plan

Answer 112

administrator

Answer 113

a valid e-mail address from the sender

Answer 114

Service Level Agreement

Answer 115

The Ticket Template must be in Active status.

Answer 116

The Ticket Template must have a Class defined.

Answer 117

The Ticket Template must have an Organization defined.

Answer 118

The Ticket Template must have the same site as the logged in user.

Answer 119

Tasks can contain a nested job plan.

Answer 120

Tasks can be added to job plans to track actuals.

Answer 121

The sequence is auto-generated when a task is added to a job plan.

Answer 122

Estimates can be added for labor, materials, service groups, and tools for the task.

Answer 123

It is possible to select additional attributes to search in the Global Search application.

Answer 124

It is possible to select additional objects/classes to search in the Global Search application.

Answer 125

It is possible to select additional attributes to search in the Self Service Global Search application.

Answer 126

It is possible to select additional objects/classes to search in the Self Service Global Search application.

Answer 127

to send an e-mail communication to a user with the status of their issue

Answer 128

to enable the connection between an Incident record and a Change record

Answer 129

to escalate an incident to a problem team when a more difficult technical solution or change to a production environment is required for resolution

Answer 130

to capture an unknown, underlying cause of one or more incidents so that similar incidents in the future are prevented or have a lesser business impact

Answer 131

set the global system property desk.agent.sdadeskagent to 0

Answer 132

set the global system property desk.agent.simplified.view to FALSE

Answer 133

uncheck the Show Desk Agent Simplified View application option in the User Security application

Answer 134

uncheck the Show Desk Agent Simplified View application option in the Security Groups application

Answer 135

Only e-mails associated to Communication templates are stored.

Answer 136

Only e-mails created using the Select Action menu are stored and keep associations to Service Requests or Incidents.

Answer 137

Communication associated with an escalation or workflow are stored and keep an association to Service Requests or Incidents.

Answer 138

Evidence should be pulled through the Communication Template application since an e-mail does not keep an association to its Service Request or Incident.

Answer 139

It can be applied on a ticket for any customer.

Answer 140

It can be applied only on a ticket for a global customer.

Answer 141

It can only be applied on a ticket for a customer that is associated with the solution.

Answer 142

It can only be applied on a ticket for a customer that is associated with global solutions.

Answer 143

An ACTIVE job plan cannot be edited without a revision.

Answer 144

Job plans in any status can be viewed from other applications.

Answer 145

The NOTREADY status is the default status for new job plans.

Answer 146

The status of a job plan can be changed to INACTIVE at any time.

Answer 147

On the Log tab

Answer 148

On the Activities tab

Answer 149

On the Specifications tab

Answer 150

On a work order listed on the Related Records tab

Answer 151

Create users

Answer 152

Self-registration

Answer 153

Update user information

Answer 154

Add and delete security groups

Answer 155

the System Properties application

Answer 156

the Application Designer application

Answer 157

the configuration file for Self Service Center

Answer 158

the Self Service Center Configuration application

Answer 159

Records will not removed from the general list.

Answer 160

Records will be removed from the general list only.

Answer 161

Records will be removed from the general list and from the Solutions Keywords sections.

Answer 162

Records will be removed from the general list but values will be left in the Solutions Keywords sections.

Answer 163

Tivoli Screen Capture agent

Answer 164

Tivoli Remote Access agent

Answer 165

Tivoli Diagnostics Control agent

Answer 166

Tivoli Remote Diagnostics agent

Answer 167

Click the link Show All My Assets

Answer 168

View the recent activities in My Requests

Answer 169

Double-click on the asset record from the My Assets Pod

Answer 170

Click View Service Request and use the arrows next to the assets

Answer 171

PMSCOFFERING

Answer 172

survey reports

Answer 173

user responses

Answer 174

question ratings

Answer 175

ordering the questions in a survey

Answer 176

at least one Catalog

Answer 177

at least one Workflow

Answer 178

at least one Classification

Answer 179

at least one Ticket Template

Answer 180

to generate scripts and compile Java files to automate routine tasks

Answer 181

to generate scripts and compile Java files to automate data importation

Answer 182

to implement scripts to automate routine tasks without having to recompile Java files

Answer 183

to implement scripts to automate data importation without having to restart the server

Answer 184

Cart templates can always be deleted.

Answer 185

Cart templates in Active status cannot be deleted.

Answer 186

Cart templates can be deleted only if no offerings have been added in them.

Answer 187

Cart templates can be deleted only if they have not been added to any shopping cart.

Answer 188

offerings in specific catalogs

Answer 189

user access to specific offerings

Answer 190

user access to specific catalogs

Answer 191

to specify an image for a specific catalog

Answer 192

Catalog application

Answer 193

Offerings application

Answer 194

Organizations application

Answer 195

Workflow Designer application

Answer 196

Sub-process

Answer 197

User Defined

Answer 198

Response Plan

Answer 199

when an incident is related to a problem

Answer 200

when the Affected By person is a Very Important Person

Answer 201

when an incident affects many users or causes other issues

Answer 202

when an incident needs to be managed by teams in different countries

Answer 203

Create a Change

Answer 204

Relate a Solution

Answer 205

Create an Incident

Answer 206

Create a Work Order

Answer 207

Apply a Ticket Template

Answer 208

Assign and Notify an Owner

Answer 209

a database user

Answer 210

only MAXADMIN

Answer 211

only the user that created the query

Answer 212

modify the related Solution Classification record

Answer 213

add new values to the SLNKEYWORDS domain

Answer 214

add new values to the Specification available from the Specifications tab

Answer 215

use the Select Add/Delete Ke9words action from the Select Action menu

Answer 216

If the question not used by any survey and is in Active status.

Answer 217

If the question is used by a closed survey and is in Active status.

Answer 218

If the question is not used by any survey and is in Archive status.

Answer 219

If the question is used by a closed survey and is in Archive status.

Answer 220

All related tickets must be deleted before a service group can be deleted.

Answer 221

All related work orders must be deleted before a service group can be deleted.

Answer 222

The services in that group must be deleted before a service group can be deleted.

Answer 223

A service group can be deleted without deleting all the related records and the services in that group.

Answer 224

Assign Labor

Answer 225

Apply Solution

Answer 226

Apply Security

Answer 227

Assign Vendor

Answer 228

Assign Material

Answer 229

Change the status to Approved for each communication template.

Answer 230

Enable the flag Comm log Entry for each communication template.

Answer 231

Set the field Accessible From as ALL or APPS for each communication template.

Answer 232

Associate each communication template to Service Request in the Use With section.

Answer 233

Work Order

Answer 234

Service Request

Answer 235

Quick Insert

Answer 236

Price Schedule

Answer 237

Service Level Agreement

Answer 238

Time Calendar

Answer 239

Custom Calendar

Answer 240

Frequency Calendar

Answer 241

Applies To Calendar

Answer 242

Calculation Calendar

Answer 243

The e-mail feature turned on in IBM WebSphere or Oracle WebLogic

Answer 244

A mail server on the same system as IBM SmartCloud Control Desk

Answer 245

A valid host name or IP address in the mail.smtp.host system property

Answer 246

A valid DNS server host name or IP address in the maximo.property file

Answer 247

Target Finish Date

Answer 248

Affected By Person

Answer 249

Service Level Agreement

Answer 250

assign the same workflow to both offerings

Answer 251

assign the same offering type to both offerings

Answer 252

assign the same classification to both offerings

Answer 253

assign the same service group to both offerings

Answer 254

The Expiration Date field is empty

Answer 255

The Lucene engine did not index this record.

Answer 256

A classification was not assigned to the solution.

Answer 257

The specification list on the Specifications tab is empty.

Answer 258

both organization and site are optional

Answer 259

both organization and site are mandatory

Answer 260

organization is optional, site is mandatory

Answer 261

organization is mandatory, site is optional

Answer 262

They group customers.

Answer 263

They group work orders.

Answer 264

They group offerings that are commonly ordered.

Answer 265

They group shopping carts that are commonly submitted.

Answer 266

Offerings application

Answer 267

Catalogs application

Answer 268

Security Groups application

Answer 269

the configuration file of the Self Service Center

Answer 270

the description in the Application Designer application

Answer 271

the Java Bean class for the Self Service Center application

Answer 272

the MAXMESSAGES table from the Database Configuration application

Answer 273

Owner Group

Answer 274

Service Group

Answer 275

Work Order

Answer 276

Service Request

Answer 277

Draft> Active > Inactive> Active

Answer 278

Draft> Active > Inactive > Revised

Answer 279

Draft> Pending > Active> Inactive

Answer 280

Draft> Pending > Active> Revised

Answer 281

The name of the function

Answer 282

The name of the application

Answer 283

The position of this function in the menu

Answer 284

The name of the process that will be linked to the Self Service Center

Answer 285

A location must be created before creating a service.

Answer 286

The default service type is the same as the service group.

Answer 287

A service must be created before creating a service group.

Answer 288

A service group and the associated service can have different service types.

Answer 289

Create one incident and set it as Global. For each related call, create a new incident and associate it with the global incident.

Answer 290

Create one problem record and set it as Major. All other calls should be registered as activities associated with this problem record.

Answer 291

Create one service request as Originator. Then create new incidents for each related call as Follow Up using the Select Action menu.

Answer 292

Create one new incident record for each call and set it as Generic. When the issue is fixed, create one global Solution and associated it with all incident records.

Answer 293

The associated escalation is deactivated.

Answer 294

The associated escalation is also deleted.

Answer 295

The associated escalation can be related to other SLAs.

Answer 296

The associated escalation needs to be manually deleted.

Answer 297

add a log entry

Answer 298

report a new issue

Answer 299

add a request entry

Answer 300

update the request template

Answer 301

modification of the global system property only

Answer 302

modification in the Security Groups application only

Answer 303

modification in the Person Group and Database Configuration applications

Answer 304

modification of the global system property and in the Security Groups application

Answer 305

The fulfillment workflow must be edited to apply a Response Plan.

Answer 306

Response Plans can only be applied manually after the Service Request has been created.

Answer 307

Each offering can specify a Response Plan to be applied after all approvals have been completed.

Answer 308

The Response Plan workflow initiates the Apply Response Plan action which selects the appropriate Response Plan.

Answer 309

Catalog Orders in Approval

Answer 310

Service Catalog Waiting for Approval

Answer 311

Catalog Orders in Waiting for Approval

Answer 312

Service Catalog Service Requests Waiting for Approval

Answer 313

The default status for the new question Active.

Answer 314

A question can be deleted while in Active status.

Answer 315

A question cannot be moved from Active to Archive status once it is assigned or associated to a survey.

Answer 316

A question can be edited once it is assigned or associated to a survey no matter what the survey status.

Answer 317

Once a question is in Archive status, it will appear in the selection list when selecting questions to add to a survey.

Answer 318

Line Manager

Answer 319

Asset Manager

Answer 320

Financial Manager

Answer 321

Fulfillment Manager

Answer 322

Service Request Manager

Answer 323

Deleted job plans are viewable from lookup and display lists.

Answer 324

A job plan can be deleted by changing the status to DELETED.

Answer 325

A job plan can be deleted when it is not associated with a record.

Answer 326

A job plan can be deleted if it is associated with a record in any status.

Answer 327

The User record has been set to an inactive status.

Answer 328

The application is in Admin Mode and is being updated.

Answer 329

The user is not in a security group with the New Incident right granted.

Answer 330

The user is not a member of the owner group assigned to the incident record.

Answer 331

Click on Request New Service, click on the offering, and select the Create Template button

Answer 332

Click on the empty cart icon and when the cart dialogue appears, select the Create Template icon

Answer 333

Click on the offering, click Add to Cart, click on the cart icon, and select the Create Template button

Answer 334

Click on Frequent Requests, click My Frequent Requests, and select the Create Cart Template button

Answer 335

to resolve unknown issues reactively

Answer 336

to resolve the root causes of incidents

Answer 337

to create problem records to capture known issues

Answer 338

to restore normal service operation as quickly as possible

Answer 339

When there are no items in the shopping cart.

Answer 340

Only when the shopping cart is in Draft status.

Answer 341

When no tickets are active on the shopping cart.

Answer 342

When one or more items are in the shopping cart.

Answer 343

It allows adding offerings in Pending status.

Answer 344

The Clear a Catalog button removes all offerings.

Answer 345

Offerings can be added or removed when the catalog is Active.

Answer 346

Only offerings of Service Request and Descriptive type can be added.

Answer 347

When the catalog is duplicated, the offerings associated with it are copied.

Answer 348

questions, an escalation, and be set to Active status

Answer 349

questions, an object it applies to, and the condition to be met

Answer 350

an object the survey applies to, an escalation value, and the status set to Enabled

Answer 351

be set to Active status, apply to an object, and have defined the condition to be met

Answer 352

use the Worklog tab and the Created By field

Answer 353

use the Tried Solutions section and the Source field

Answer 354

use the Failure Report section and the Reported By field

Answer 355

use the Solution Details tab and the Affected Person field

Answer 356

Formatted text and images can be used in the e-mail message.

Answer 357

A person’s e-mail addresses can be added in the address book.

Answer 358

A communication log stores details of the e-mail message and any attachments.

Answer 359

An approval process ensures the communication template can be used only on Approved status.

Answer 360

The calendar associated to the Communication Template can be configured to send e-mails only during business hours.

Answer 361

Work Order

Answer 362

Item Master

Answer 363

Purchase Order

Answer 364

Configuration Item

Answer 365

It copies the problem summary and details to a new Bulletin Board Message for all users to see.

Answer 366

It enables the New Row button on the Related Records tab so additional records can be linked to the problem.

Answer 367

It adds the problem to the collection of known errors that service desk agents use to provide quick resolution to related problems.

Answer 368

It removes the current problem from the list being worked by a problem analyst because it is already being worked with another record.

Answer 369

In any status

Answer 370

Only in Draft status

Answer 371

Only in Active status

Answer 372

Only in Work in Progress status

Answer 373

The Priority Matrix can be used for a TICKET object.

Answer 374

Both Impact and Urgency are required for Priority Matrix functionality.

Answer 375

A user can decide to use Priority Matrix for either Internal Priority or Reported Priority.

Answer 376

The Priority Matrix must be enabled in order to use standard ITIL workflow processes for Incident Management.

Answer 377

Users can create and manage offerings.

Answer 378

Users can create and manage offering catalogs.

Answer 379

Users can submit requests for available offerings.

Answer 380

Users can manage user access to specific offerings.

Answer 381

Offerings application

Answer 382

Offering Catalog application

Answer 383

Process Request application

Answer 384

Workflow Designer application

Answer 385

A catalog is a group of one or more offerings.

Answer 386

A catalog is a container for one or more Service Requests.

Answer 387

A catalog is a folder where the users can add favorite offerings.

Answer 388

There are different types of catalogs such as Service Request or Descriptive.

Answer 389

The Is Known Error field is checked.

Answer 390

A root cause must be identified prior to editing the ticket.

Answer 391

Restrictions in the security group are giving read-only access.

Answer 392

The status of the problem must be changed to In Progress to enable the fields.

Answer 393

When in Draft status

Answer 394

When in Closed status

Answer 395

After the survey report has been run

Answer 396

After all responses to the survey have been responded to

Answer 397

applying a source to a ticket

Answer 398

applying a known solution to a ticket

Answer 399

applying a consistent summary to a ticket

Answer 400

applying a Service Level Agreement to a ticket

Answer 401

Admin mode must be turned on in order to enable downloading the agent.

Answer 402

None; the Tivoli Remote Diagnostic agent does not require an installation.

Answer 403

A user must be logged into the IBM SmartCloud Control Desk to obtain the agent.

Answer 404

None; the agent is available for download for IBM SmartCloud Control Desk clients on the IBM Software and Download website.

Answer 405

The classification is not in an Active status.

Answer 406

The Service Request object is not listed in the Use With section.

Answer 407

The correct security rights are not granted to the Classification application.

Answer 408

The application server must be restarted before new classifications are available for use.

Answer 409

Modify the offering type

Answer 410

re-classify the offering instance

Answer 411

display the details of a descriptive offering

Answer 412

allow the users to overwrite the offering workflows

Answer 413

allow the user to launch the service for an action offering

Answer 414

collect attribute information from the user for fulfillment of the service

Answer 415

modify the maximo.properties file

Answer 416

edit the TSDTKTSOURCE synonym domain

Answer 417

edit the Service Request application with the Application Designer application

Answer 418

extend the Java class associated with the Source field on the Service Request application

Answer 419

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Entrenamiento Mpr ITIL 01 (119)

Beschreibung

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