17289124
Descripción
Test por jose martinez, actualizado hace más de 1 año
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Creado por jose martinez
hace casi 6 años
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Pregunta 1
Pregunta
In the Catalogs application, how can an administrator quickly add several offerings into a catalog?
Respuesta
-
In the Catalog tab, use the Select Offerings option
-
Click on the Deploy Multiple Offerings icon on the toolbar
-
Use the Add Multiple Offerings option in the Select Action menu
-
In the Offerings tab, use the Add Offering option and select multiple offerings at once
Pregunta 2
Pregunta
A survey must be in which status in order to make and apply updates?
Respuesta
-
Draft
-
Closed
-
Inactive
-
Pending
Pregunta 3
Pregunta
Which field is mandatory when creating a new Response Plan?
Respuesta
-
Ranking
-
Conditions
-
Description
-
Response Plan Administrator
Pregunta 4
Pregunta
What type of event can be associated with an object launch point?
Respuesta
-
New
-
Create
-
Update
-
Activate
Pregunta 5
Pregunta
Which two types of information are displayed when viewing survey results? (Choose two.)
Respuesta
-
The percentage of each answers for the number of responses.
-
The percentage of users who have responded for tracked surveys.
-
How many users received the survey for tracked but not untracked surveys.
-
How many user received the survey for both tracked and untracked surveys.
-
The percentage of answers responded to for each question weighted a value of one (1).
Pregunta 6
Pregunta
What is the Priority Matrix used for?
Respuesta
-
To set the Internal Priority based on Impact and Urgency
-
To set the External Priority based on Impact and Urgency
-
To set the Internal Priority based on Impact and Reported Priority
-
To set the External Priority based on Impact and Reported Priority
Pregunta 7
Pregunta
A consultant is implementing the Incident and Problem Management process at a customer site. The
customer requires that an incident is associated to a problem record before it is resolved. What
should be done to accomplish this?
Respuesta
-
Create an incident and check Is Known Error check box
-
Add a reference to the problem in the Incident Work Log
-
Use the Select Action menu to create a problem from incident record
-
Use the Failure Reporting tab to create a problem record and associates it with the incident
Pregunta 8
Pregunta
In IBM SmartCloud Control Desk V7.5, which two applications can be filtered by individual service or
service group? (Choose two.)
Respuesta
-
Users
-
Actions
-
Contracts
-
User Groups
-
Work Orders
Pregunta 9
Pregunta
Which action should be taken by an agent before resolving an incident?
Respuesta
-
Complete each worklog entry
-
Mark the incident as a known issue
-
Enter symptom, cause, and resolution in the Solution Details tab
-
For global incidents, each related incident must be resolved manually
Pregunta 10
Pregunta
What are two methods to place a new Service Request (SR) under a Service Level Agreement (SLAy?
(Choose two.)
Respuesta
-
The SLA is applied with an action within a workflow.
-
Click the Apply SLA action from the Select Action menu.
-
A ticket template includes a SLAt0 be applied to the SR.
-
A SLA is defined as part of the classification used on the SR.
-
The self-service user selects a valid SLA when creating a new SR.
Pregunta 11
Pregunta
The Offerings application is used for what two purposes? (Choose two.)
Respuesta
-
To grant administrative rights to offerings
-
To define the approvals for the Offering Fulfillment process
-
To define which catalogs the specific offering is a member of
-
To create a process that will be followed once the offering is approved
-
To create a process that will be followed once the offering is requested
Pregunta 12
Pregunta
What two type of questions are available when creating question and answer sets for surveys?
(Choose two.)
Respuesta
-
Attribute
-
Free form
-
Mandatory
-
Check Box
-
Combo Box
Pregunta 13
Pregunta
Which three pieces of information may be stored on a Ticket Template and applied to a Service
Request? (Choose three.)
Respuesta
-
Owner Group
-
Classification
-
Internal Priority
-
Affected Person
-
Reported Priority
-
Service Level Agreement
Pregunta 14
Pregunta
Which statement is true about adding keywords to a solutions record?
Respuesta
-
New keywords can only be added by the owner of the solution.
-
New keywords can only be added from the Domains application.
-
New keywords can only be added from the Solutions application.
-
The keywords list is predefined during implementation and cannot be modified.
Pregunta 15
Pregunta
The View Catalog Request application is used for what purpose?
Respuesta
-
To view and manage all service requests
-
To view and manage all service requests for a user
-
To view and manage submitted requests for available offerings for a user
-
To view and manage submitted requests for available catalogs for a user
Pregunta 16
Pregunta
In IBM SmartCloud Control Desk V7.5, which two types of records can be related to a service group?
(Choose two.)
Respuesta
-
Users
-
Assets
-
Access
-
Locations
-
Time Zones
Pregunta 17
Pregunta
What is a valid status sequence for a Response Plan?
Respuesta
-
Draft> Active > Inactive> Active
-
New> Active> Inactive > Revised
-
Draft> Pending > Active> Inactive
-
New> Pending> Active > Revised
Pregunta 18
Pregunta
When a Self Service Center user is searching for a particular offering, how can they tell the difference
between an offering and a solution if they performed a general search using the Search field?
Respuesta
-
Offerings have puzzle pieces as icons.
-
Offerings usually have icons that represent their service.
-
Offerings for the user will be found in Frequent Requests.
-
Offerings can only be found in the Request New Service folder.
Pregunta 19
Pregunta
Which statement is true about cart templates in IBM SmartCloud Control Desk V7.5?
Respuesta
-
It is possible to add multiple cart templates in a shopping cart.
-
It is possible to add only one cart template in each shopping cart.
-
It is possible to add multiple cart templates in a shopping cart only after the offering is validated.
-
It is possible to add multiple cart templates in a shopping cart only if each item in the cart template is different.
Pregunta 20
Pregunta
How does a service desk agent report the labor time spent for each activity related to resolving a
problem?
Respuesta
-
Use the Time Tracking section
-
Apply a Service Level Agreement to the problem ticket
-
Add the labor, start time, and end time in the Failure Reporting tab
-
Use the buttons Start Timer and Stop Timer in the Problem application
Pregunta 21
Pregunta
According to ITIL best practices, what is the primary goal when service desk staff works on an
incident?
Respuesta
-
Resolve the issue quickly
-
Restore the service quickly
-
Determine what caused the abnormal condition
-
Document the interaction between the service desk agent and the user
Pregunta 22
Pregunta
Which statement is true about the Self Service Center?
Respuesta
-
Users with proper access must rebuild the maximo.ear file to remove a section.
-
Users with proper access can modify the number of sections in the Application Designer.
-
Users with proper access can modify the content of each section in the Application Designer.
-
Users with proper access can modify the background of this application in the Application Designer.
Pregunta 23
Pregunta
Which feature in IBM SmartCloud Control Desk V7.5 helps a service desk agent create incidents
quickly?
Respuesta
-
A job plan that provides a template to standardize work tasks.
-
A web macro function that records all the actions and can be re-run to perform repeatable tasks.
-
Multiple ticket templates applied to the same incident save time and make operations more efficient.
-
A simplified view containing few fields where it is possible to pick one common request as a template.
Pregunta 24
Pregunta
What is the purpose of the Update Tool with Service Catalog optional content?
Respuesta
-
It is used to install the optional content after the IBM SmartCloud Control Desk V7.5 implementation.
-
It is used to uninstall the optional content after the IBM SmartCloud Control Desk V7.5 implementation.
-
It can be used to modify the service content data to reference a different organization, site, set, and vendor.
-
It can be used to add the additional Service Catalog process content available from the Integrated Service Management Library.
Pregunta 25
Pregunta
Which cron task is used to index ticket1 solution, and service catalog records and make them
available in the Global Search application?
Respuesta
-
BBCron
-
LSNP0RQN
-
PmSolutionCron
-
PmobjSearchCron
Pregunta 26
Pregunta
In IBM SmartCloud Control Desk V7.5, which statement is true about escalation activation for a
specific Service Level Agreement (SLA)?
Respuesta
-
An escalation can be activated if its validation fails.
-
When the status of a SLA is changed, the associated escalation changes status automatically.
-
When the Activate/Deactivate Escalation action is used to activate the escalation, the associated SLA changes status.
-
When an escalation is created for an active SLA, the Activate/Deactivate Escalation action must be used to activate the escalation.
Pregunta 27
Pregunta
In IBM SmartCloud Control Desk V7.5, what are three default statuses of a Service Level Agreement
in the Service Level Agreement application? (Choose three.)
Respuesta
-
Trial
-
Draft
-
Active
-
Inactive
-
Template
-
Suspended
Pregunta 28
Pregunta
What is a potential benefit related to using Service Desk optional content?
Respuesta
-
Integration with Problem, Change, and Release Management processes.
-
Predefined Service Level Agreements to ensure measurable service delivery.
-
ITIL aligned best practice processes to support service request management.
-
A clearly defined system administrator role supported by dedicated start centers and security groups to align with the functions of the role.
Pregunta 29
Pregunta
Which two applications use catalogs to allow users to search for and order services? (Choose two.)
Respuesta
-
Offerings
-
Catalogs
-
Offering Catalog
-
Self Service Center
-
Create Service Request
Pregunta 30
Pregunta
Which statement is true regarding activities and response plans?
Respuesta
-
Activities specified on response plans are copied over to the service request(SR) when the response plans is applied.
-
Activities specified on the job plan associated with a response plan are copied over to the SR when the response plan is applied.
-
Activities specified on the solution associated with a response plan are copied over to the SR when the response plan is applied.
-
Activities specified on the Ticket Template associated with a response plan are copied over to the SR when the response plan is applied.
Pregunta 31
Pregunta
A user opens an existing problem and wants to be assigned as the owner but there is no Take
Ownership button or action. What is the most likely cause?
Respuesta
-
The problem is in an active workflow and cannot be changed.
-
The user has recently changed his or her password and must first log out.
-
The user is not in a security group with the option Take Ownership granted.
-
The problem is already assigned to another user and cannot be reassigned.
Pregunta 32
Pregunta
What data is stored in the Ticket table?
Respuesta
-
Task records
-
Solution records
-
Ticket Template records
-
Service Request records
Pregunta 33
Pregunta
Which two IBM SmartCloud Control Desk V7.5 objects can be used to control how a Service Request
offering is fulfilled? (Choose two.)
Respuesta
-
Actions
-
Workflow
-
Escalation
-
Work Order
-
Response Plan
Pregunta 34
Pregunta
In IBM SmartCloud Control Desk V7.5, which two fields can use substitution variables in the
Communication Templates application? (Choose two.)
Respuesta
-
To
-
Subject
-
Reply To
-
Message
-
Send From
Pregunta 35
Pregunta
What type of record is required for the E-mail Listener application to process an incoming e-mail
message?
Respuesta
-
user
-
person
-
administrator
-
a valid e-mail address from the sender
Pregunta 36
Pregunta
Which field can be defined on a Ticket Template?
Respuesta
-
Vendor
-
Source
-
Customer
-
Service Level Agreement
Pregunta 37
Pregunta
What must be true for a Ticket Template to be applied to a ticket?
Respuesta
-
The Ticket Template must be in Active status.
-
The Ticket Template must have a Class defined.
-
The Ticket Template must have an Organization defined.
-
The Ticket Template must have the same site as the logged in user.
Pregunta 38
Pregunta
Which statement is true regarding tasks on job plans?
Respuesta
-
Tasks can contain a nested job plan.
-
Tasks can be added to job plans to track actuals.
-
The sequence is auto-generated when a task is added to a job plan.
-
Estimates can be added for labor, materials, service groups, and tools for the task.
Pregunta 39
Pregunta
Which statement is true regarding search functions?
Respuesta
-
It is possible to select additional attributes to search in the Global Search application.
-
It is possible to select additional objects/classes to search in the Global Search application.
-
It is possible to select additional attributes to search in the Self Service Global Search application.
-
It is possible to select additional objects/classes to search in the Self Service Global Search application.
Pregunta 40
Pregunta
What is the purpose of creating a problem record?
Respuesta
-
to send an e-mail communication to a user with the status of their issue
-
to enable the connection between an Incident record and a Change record
-
to escalate an incident to a problem team when a more difficult technical solution or change to a production environment is required for resolution
-
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
Pregunta 41
Pregunta
IBM SmartCloud Control Desk V7.5 provides new user interlaces of simplified and expert for the
Service Requests, Incidents, and Changes applications. How can user access to the desk agent
simplified view be revoked?
Respuesta
-
set the global system property desk.agent.sdadeskagent to 0
-
set the global system property desk.agent.simplified.view to FALSE
-
uncheck the Show Desk Agent Simplified View application option in the User Security application
-
uncheck the Show Desk Agent Simplified View application option in the Security Groups application
Pregunta 42
Pregunta
A customer is going through an internal quality audit. The auditor is asking for evidence showing that
e-mails have been sent from Service Request and Incident applications. Knowing this information
can be pulled from the Communication Log sub tab, which statement is true?
Respuesta
-
Only e-mails associated to Communication templates are stored.
-
Only e-mails created using the Select Action menu are stored and keep associations to Service Requests or Incidents.
-
Communication associated with an escalation or workflow are stored and keep an association to Service Requests or Incidents.
-
Evidence should be pulled through the Communication Template application since an e-mail does not keep an association to its Service Request or Incident.
Pregunta 43
Pregunta
When the Service Provider add-on is installed, which statement is true about a customer-specific
solution in IBM SmartCloud Control Desk V7.5?
Respuesta
-
It can be applied on a ticket for any customer.
-
It can be applied only on a ticket for a global customer.
-
It can only be applied on a ticket for a customer that is associated with the solution.
-
It can only be applied on a ticket for a customer that is associated with global solutions.
Pregunta 44
Pregunta
Which statement is true of statuses on job plans?
Respuesta
-
An ACTIVE job plan cannot be edited without a revision.
-
Job plans in any status can be viewed from other applications.
-
The NOTREADY status is the default status for new job plans.
-
The status of a job plan can be changed to INACTIVE at any time.
Pregunta 45
Pregunta
When a Ticket Template includes a Job Plan and is applied to an Incident, where will the tasks be
listed?
Respuesta
-
On the Log tab
-
On the Activities tab
-
On the Specifications tab
-
On a work order listed on the Related Records tab
Pregunta 46
Pregunta
Which feature remains disabled by activating the mxe.LDAPUserMgmt property when using the
LDAP-based authentication configuration?
Respuesta
-
Create users
-
Self-registration
-
Update user information
-
Add and delete security groups
Pregunta 47
Pregunta
Where can a user with proper privileges go to remove the My Requests section from the Self Service
Center application?
Respuesta
-
the System Properties application
-
the Application Designer application
-
the configuration file for Self Service Center
-
the Self Service Center Configuration application
Pregunta 48
Pregunta
An IT support specialist is reviewing existing solutions in the Solutions application. She decides to
remove a few of the existing keywords from a general list and marks records for deletion in the Add
Delete Ke9words dialog. Some of the keywords are associated with the existing Solutions and she
receives the system message in the Exhibit.
What will happen when she selects Yes?
Respuesta
-
Records will not removed from the general list.
-
Records will be removed from the general list only.
-
Records will be removed from the general list and from the Solutions Keywords sections.
-
Records will be removed from the general list but values will be left in the Solutions Keywords sections.
Pregunta 49
Pregunta
Which integrated feature of IBM SmartCloud Control Desk V7.5 enables a service desk analyst to
take control of user workstations in order to analyze and solve problems?
Respuesta
-
Tivoli Screen Capture agent
-
Tivoli Remote Access agent
-
Tivoli Diagnostics Control agent
-
Tivoli Remote Diagnostics agent
Pregunta 50
Pregunta
How is the Self Service Center enabled to show the user the assets that are associated to them as
custodian?
Respuesta
-
Click the link Show All My Assets
-
View the recent activities in My Requests
-
Double-click on the asset record from the My Assets Pod
-
Click View Service Request and use the arrows next to the assets
Pregunta 51
Pregunta
When creating a classification for use with the Service Catalog, which two objects must be specified
in the Use With table in the Classifications application? (Choose two.)
Respuesta
-
SR
-
PERSON
-
INCIDENT
-
WORELEASE
-
PMSCOFFERING
Pregunta 52
Pregunta
The Weight field is used in the calculation of which option when working with questions for surveys?
Respuesta
-
survey reports
-
user responses
-
question ratings
-
ordering the questions in a survey
Pregunta 53
Pregunta
What needs to be defined in order to create an Offering?
Respuesta
-
at least one Catalog
-
at least one Workflow
-
at least one Classification
-
at least one Ticket Template
Pregunta 54
Pregunta
What is the purpose of the Automation Scripts application?
Respuesta
-
to generate scripts and compile Java files to automate routine tasks
-
to generate scripts and compile Java files to automate data importation
-
to implement scripts to automate routine tasks without having to recompile Java files
-
to implement scripts to automate data importation without having to restart the server
Pregunta 55
Pregunta
Which statement is true about deleting cart templates in the Cart Template application?
Respuesta
-
Cart templates can always be deleted.
-
Cart templates in Active status cannot be deleted.
-
Cart templates can be deleted only if no offerings have been added in them.
-
Cart templates can be deleted only if they have not been added to any shopping cart.
Pregunta 56
Pregunta
What does the Catalogs application manage?
Respuesta
-
offerings in specific catalogs
-
user access to specific offerings
-
user access to specific catalogs
-
to specify an image for a specific catalog
Pregunta 57
Pregunta
What are two valid statuses of a solution in the Solutions application in IBM SmartCloud Control
Desk V7.5? (Choose two.)
Respuesta
-
Trial
-
Test
-
Draft
-
Active
-
Suspended
Pregunta 58
Pregunta
Which application specifies the default workflow for Service Request Fulfillment Manager Approval?
Respuesta
-
Catalog application
-
Offerings application
-
Organizations application
-
Workflow Designer application
Pregunta 59
Pregunta
Which two workflow types can be specified on a Service Catalog offering for service request
fulfillment? (Choose two.)
Respuesta
-
Default
-
Job Plan
-
Sub-process
-
User Defined
-
Response Plan
Pregunta 60
Pregunta
Under what circumstance should an incident be made global by checking the Global Incident check
box?
Respuesta
-
when an incident is related to a problem
-
when the Affected By person is a Very Important Person
-
when an incident affects many users or causes other issues
-
when an incident needs to be managed by teams in different countries
Pregunta 61
Pregunta
The Service Catalog offering fulfillment process supports which three actions? (Choose three.)
Respuesta
-
Create a Change
-
Relate a Solution
-
Create an Incident
-
Create a Work Order
-
Apply a Ticket Template
-
Assign and Notify an Owner
Pregunta 62
Pregunta
Which user must be used to delete the Incident queries installed from the Service Desk content?
Respuesta
-
any user
-
a database user
-
only MAXADMIN
-
only the user that created the query
Pregunta 63
Pregunta
How can new values be added to the solution ke9word list?
Respuesta
-
modify the related Solution Classification record
-
add new values to the SLNKEYWORDS domain
-
add new values to the Specification available from the Specifications tab
-
use the Select Add/Delete Ke9words action from the Select Action menu
Pregunta 64
Pregunta
In working with surveys and questions, when can a question and answer set be deleted?
Respuesta
-
If the question not used by any survey and is in Active status.
-
If the question is used by a closed survey and is in Active status.
-
If the question is not used by any survey and is in Archive status.
-
If the question is used by a closed survey and is in Archive status.
Pregunta 65
Pregunta
In IBM SmartCloud Control Desk V7.5, which statement is true about deleting a service group?
Respuesta
-
All related tickets must be deleted before a service group can be deleted.
-
All related work orders must be deleted before a service group can be deleted.
-
The services in that group must be deleted before a service group can be deleted.
-
A service group can be deleted without deleting all the related records and the services in that group.
Pregunta 66
Pregunta
Which two criteria can be applied in the Response Plan application? (Choose two.)
Respuesta
-
Assign Labor
-
Apply Solution
-
Apply Security
-
Assign Vendor
-
Assign Material
Pregunta 67
Pregunta
Service Desk analysts are trying to use communication templates through the Select Action menu in
the Service Request application, but they are not visible in the list. What could be done to fix this
issue?
Respuesta
-
Change the status to Approved for each communication template.
-
Enable the flag Comm log Entry for each communication template.
-
Set the field Accessible From as ALL or APPS for each communication template.
-
Associate each communication template to Service Request in the Use With section.
Pregunta 68
Pregunta
Which two record types can be found when a user performs a search in the Self Service Global
Search application? (Choose two.)
Respuesta
-
Offering
-
Incident
-
Problem
-
Work Order
-
Service Request
Pregunta 69
Pregunta
A Response Plan can be applied by which object?
Respuesta
-
Action
-
Quick Insert
-
Price Schedule
-
Service Level Agreement
Pregunta 70
Pregunta
In IBM SmartCloud Control Desk V7.5, which two calendar types are available to be used with
Service Level Agreements in the Service Level Agreement application? (Choose two.)
Respuesta
-
Time Calendar
-
Custom Calendar
-
Frequency Calendar
-
Applies To Calendar
-
Calculation Calendar
Pregunta 71
Pregunta
Notifications can be sent to users to inform them of catalog requests status only when which
configuration has been completed?
Respuesta
-
The e-mail feature turned on in IBM WebSphere or Oracle WebLogic
-
A mail server on the same system as IBM SmartCloud Control Desk
-
A valid host name or IP address in the mail.smtp.host system property
-
A valid DNS server host name or IP address in the maximo.property file
Pregunta 72
Pregunta
The Internal Priority of a problem is determined by which two fields? (Choose two.)
Respuesta
-
Impact
-
Urgency
-
Target Finish Date
-
Affected By Person
-
Service Level Agreement
Pregunta 73
Pregunta
When creating two new offerings, what must be done so that both offerings will be displayed in the
same folder of the offering tree in the Self Service Center?
Respuesta
-
assign the same workflow to both offerings
-
assign the same offering type to both offerings
-
assign the same classification to both offerings
-
assign the same service group to both offerings
Pregunta 74
Pregunta
An IT support specialist is creating a new solution record so it is published and available from the Self
Service Center application. He entered information into the Symptom, Cause, and Resolution
sections and saved the record. The solution describes resolving an issue with the e-mail server, so in
the keywords section he is adding the word: e-mail.
Now he wants to check if the solution is available from the Self Service Center application so he
searches using the email keyword but his solution is not listed on the results list. He checked the
solution record again and it is in ACTIVE status and the Self Service Access option is checked.
Why is the solution not appearing in the results list?
Respuesta
-
The Expiration Date field is empty
-
The Lucene engine did not index this record.
-
A classification was not assigned to the solution.
-
The specification list on the Specifications tab is empty.
Pregunta 75
Pregunta
Which statement is true regarding organization and site on a job plan?
Respuesta
-
both organization and site are optional
-
both organization and site are mandatory
-
organization is optional, site is mandatory
-
organization is mandatory, site is optional
Pregunta 76
Pregunta
Which statement is true about cart templates in IBM SmartCloud Control Desk V7.5?
Respuesta
-
They group customers.
-
They group work orders.
-
They group offerings that are commonly ordered.
-
They group shopping carts that are commonly submitted.
Pregunta 77
Pregunta
Which application grants users access to a specific catalog?
Respuesta
-
Offerings application
-
Catalogs application
-
Security Groups application
Pregunta 78
Pregunta
There is an option to request a new service in the standard Self Service Center. What must be
modified in order to change the contents of its description?
Respuesta
-
the configuration file of the Self Service Center
-
the description in the Application Designer application
-
the Java Bean class for the Self Service Center application
-
the MAXMESSAGES table from the Database Configuration application
Pregunta 79
Pregunta
Which language can be used in the Automation Scripts application?
Respuesta
-
XML
-
Java
-
HTML
-
Jython
Pregunta 80
Pregunta
If a response plan is applied to an existing work order, which two fields will be overwritten on the
work order by the response plan if defined? (Choose two.)
Respuesta
-
Priority
-
Vendor
-
Customer
-
Owner Group
-
Service Group
Pregunta 81
Pregunta
According to ITIL best practices1 what type of record is created first when a user reports an
abnormal situation?
Respuesta
-
Incident
-
Problem
-
Work Order
-
Service Request
Pregunta 82
Pregunta
What is a valid status sequence for a Ticket Template?
Respuesta
-
Draft> Active > Inactive> Active
-
Draft> Active > Inactive > Revised
-
Draft> Pending > Active> Inactive
-
Draft> Pending > Active> Revised
Pregunta 83
Pregunta
In the Self Service property file, link<x> defines a function that is available in the Self Service Center.
What does the x refer to?
Respuesta
-
The name of the function
-
The name of the application
-
The position of this function in the menu
-
The name of the process that will be linked to the Self Service Center
Pregunta 84
Pregunta
In IBM SmartCloud Control Desk V7.5, which statement is true when creating services using the
Service Group application?
Respuesta
-
A location must be created before creating a service.
-
The default service type is the same as the service group.
-
A service must be created before creating a service group.
-
A service group and the associated service can have different service types.
Pregunta 85
Pregunta
The intranet service is down at a customer¡ ̄s location, and the service desk is receiving several calls
reporting this issue. What is the correct process the service desk agents should follow?
Respuesta
-
Create one incident and set it as Global. For each related call, create a new incident and associate it with the global incident.
-
Create one problem record and set it as Major. All other calls should be registered as activities associated with this problem record.
-
Create one service request as Originator. Then create new incidents for each related call as Follow Up using the Select Action menu.
-
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.
Pregunta 86
Pregunta
In IBM SmartCloud Control Desk V7.5, what happens to the associated escalation when a service
level agreement (SLA) is deleted?
Respuesta
-
The associated escalation is deactivated.
-
The associated escalation is also deleted.
-
The associated escalation can be related to other SLAs.
-
The associated escalation needs to be manually deleted.
Pregunta 87
Pregunta
A user created a service request using the Self Service Center yesterday. How can they add or update
additional data to the request today?
Respuesta
-
add a log entry
-
report a new issue
-
add a request entry
-
update the request template
Pregunta 88
Pregunta
IBM SmartCloud Control Desk V7.5 provides new user interlaces of simplified and expert for the
Service Requests, Incidents, and Changes applications. Which action revokes user access to the Desk
Agent Expert view?
Respuesta
-
modification of the global system property only
-
modification in the Security Groups application only
-
modification in the Person Group and Database Configuration applications
-
modification of the global system property and in the Security Groups application
Pregunta 89
Pregunta
How is a Response Plan applied from the Offering application?
Respuesta
-
The fulfillment workflow must be edited to apply a Response Plan.
-
Response Plans can only be applied manually after the Service Request has been created.
-
Each offering can specify a Response Plan to be applied after all approvals have been completed.
-
The Response Plan workflow initiates the Apply Response Plan action which selects the appropriate Response Plan.
Pregunta 90
Pregunta
Which Key Performance Indicator is included with the Service Catalog content?
Respuesta
-
Catalog Orders in Approval
-
Service Catalog Waiting for Approval
-
Catalog Orders in Waiting for Approval
-
Service Catalog Service Requests Waiting for Approval
Pregunta 91
Pregunta
Which two rules apply to various status conditions when creating questions for surveys? (Choose
two.)
Respuesta
-
The default status for the new question Active.
-
A question can be deleted while in Active status.
-
A question cannot be moved from Active to Archive status once it is assigned or associated to a survey.
-
A question can be edited once it is assigned or associated to a survey no matter what the survey status.
-
Once a question is in Archive status, it will appear in the selection list when selecting questions to add to a survey.
Pregunta 92
Pregunta
Which default workflow is shipped with the product that initiates the approval process for a service
request?
Respuesta
-
PMSC_SR3
-
PMSC_LMD3
-
PMSC_APP3
-
PMSC_FMD3
Pregunta 93
Pregunta
Which two approvers can be used with the default workflow and sections on the Offering
application? (Choose two.)
Respuesta
-
Line Manager
-
Asset Manager
-
Financial Manager
-
Fulfillment Manager
-
Service Request Manager
Pregunta 94
Pregunta
Which statement is true regarding the deletion of job plans?
Respuesta
-
Deleted job plans are viewable from lookup and display lists.
-
A job plan can be deleted by changing the status to DELETED.
-
A job plan can be deleted when it is not associated with a record.
-
A job plan can be deleted if it is associated with a record in any status.
Pregunta 95
Pregunta
There is no New button or action in the Incident application. What is the likely cause?
Respuesta
-
The User record has been set to an inactive status.
-
The application is in Admin Mode and is being updated.
-
The user is not in a security group with the New Incident right granted.
-
The user is not a member of the owner group assigned to the incident record.
Pregunta 96
Pregunta
How can a user create a cart template using the Self Service Center?
Respuesta
-
Click on Request New Service, click on the offering, and select the Create Template button
-
Click on the empty cart icon and when the cart dialogue appears, select the Create Template icon
-
Click on the offering, click Add to Cart, click on the cart icon, and select the Create Template button
-
Click on Frequent Requests, click My Frequent Requests, and select the Create Cart Template button
Pregunta 97
Pregunta
What is an objective of problem management?
Respuesta
-
to resolve unknown issues reactively
-
to resolve the root causes of incidents
-
to create problem records to capture known issues
-
to restore normal service operation as quickly as possible
Pregunta 98
Pregunta
When is it possible to create a cart template in IBM SmartCloud Control Desk V7.5?
Respuesta
-
When there are no items in the shopping cart.
-
Only when the shopping cart is in Draft status.
-
When no tickets are active on the shopping cart.
-
When one or more items are in the shopping cart.
Pregunta 99
Pregunta
Which two statements are true about the Catalogs application? (Choose two.)
Respuesta
-
It allows adding offerings in Pending status.
-
The Clear a Catalog button removes all offerings.
-
Offerings can be added or removed when the catalog is Active.
-
Only offerings of Service Request and Descriptive type can be added.
-
When the catalog is duplicated, the offerings associated with it are copied.
Pregunta 100
Pregunta
What must a survey have in order to be automatically sent?
Respuesta
-
questions, an escalation, and be set to Active status
-
questions, an object it applies to, and the condition to be met
-
an object the survey applies to, an escalation value, and the status set to Enabled
-
be set to Active status, apply to an object, and have defined the condition to be met
Pregunta 101
Pregunta
A customer has two requirements to be implemented using the Incidents application:
1. A way to track which solutions have been tried on the incidents
2. Generated monthly reports and whether the issues were reported by phone, e-mail, or external
system
What two areas of the application satisfy this requirement?
Respuesta
-
use the Worklog tab and the Created By field
-
use the Tried Solutions section and the Source field
-
use the Failure Report section and the Reported By field
-
use the Solution Details tab and the Affected Person field
Pregunta 102
Pregunta
In IBM SmartCloud Control Desk V7.5, what are two default features of a Communication? (Choose
two.)
Respuesta
-
Formatted text and images can be used in the e-mail message.
-
A person’s e-mail addresses can be added in the address book.
-
A communication log stores details of the e-mail message and any attachments.
-
An approval process ensures the communication template can be used only on Approved status.
-
The calendar associated to the Communication Template can be configured to send e-mails only during business hours.
Pregunta 103
Pregunta
What type of record can be created using the E-mail Listeners application?
Respuesta
-
User
-
Invoice
-
Incident
-
Work Order
Pregunta 104
Pregunta
An incident may be associated with which two record types? (Choose two.)
Respuesta
-
Asset
-
Calendar
-
Item Master
-
Purchase Order
-
Configuration Item
Pregunta 105
Pregunta
What is the purpose of selecting the Known Error check box?
Respuesta
-
It copies the problem summary and details to a new Bulletin Board Message for all users to see.
-
It enables the New Row button on the Related Records tab so additional records can be linked to the problem.
-
It adds the problem to the collection of known errors that service desk agents use to provide quick resolution to related problems.
-
It removes the current problem from the list being worked by a problem analyst because it is already being worked with another record.
Pregunta 106
Pregunta
A solution in which status can be modified in the Solutions application in IBM SmartCloud Control
Desk V7.5?
Respuesta
-
In any status
-
Only in Draft status
-
Only in Active status
-
Only in Work in Progress status
Pregunta 107
Pregunta
Which statement is true regarding the Priority Matrix?
Respuesta
-
The Priority Matrix can be used for a TICKET object.
-
Both Impact and Urgency are required for Priority Matrix functionality.
-
A user can decide to use Priority Matrix for either Internal Priority or Reported Priority.
-
The Priority Matrix must be enabled in order to use standard ITIL workflow processes for Incident Management.
Pregunta 108
Pregunta
Which statement is true about the Offering Catalog application?
Respuesta
-
Users can create and manage offerings.
-
Users can create and manage offering catalogs.
-
Users can submit requests for available offerings.
-
Users can manage user access to specific offerings.
Pregunta 109
Pregunta
Which application is used to specify which process will be invoked once a user submits an offering?
Respuesta
-
Offerings application
-
Offering Catalog application
-
Process Request application
-
Workflow Designer application
Pregunta 110
Pregunta
Which statement is true about the Catalogs?
Respuesta
-
A catalog is a group of one or more offerings.
-
A catalog is a container for one or more Service Requests.
-
A catalog is a folder where the users can add favorite offerings.
-
There are different types of catalogs such as Service Request or Descriptive.
Pregunta 111
Pregunta
A service desk agent needs to work on a problem ticket but all the fields are locked. What could be
happening?
Respuesta
-
The Is Known Error field is checked.
-
A root cause must be identified prior to editing the ticket.
-
Restrictions in the security group are giving read-only access.
-
The status of the problem must be changed to In Progress to enable the fields.
Pregunta 112
Pregunta
When can a survey be deleted?
Respuesta
-
When in Draft status
-
When in Closed status
-
After the survey report has been run
-
After all responses to the survey have been responded to
Pregunta 113
Pregunta
What is a use case for a Ticket Template?
Respuesta
-
applying a source to a ticket
-
applying a known solution to a ticket
-
applying a consistent summary to a ticket
-
applying a Service Level Agreement to a ticket
Pregunta 114
Pregunta
Which three default attachment file types are supported by global search? (Choose three.)
Respuesta
-
.bt
-
.xIs
-
.log
-
.pdf
-
.xml
-
.doc
Pregunta 115
Pregunta
Which action is a requirement in order to download and install the Tivoli Remote Diagnostic agent?
Respuesta
-
Admin mode must be turned on in order to enable downloading the agent.
-
None; the Tivoli Remote Diagnostic agent does not require an installation.
-
A user must be logged into the IBM SmartCloud Control Desk to obtain the agent.
-
None; the agent is available for download for IBM SmartCloud Control Desk clients on the IBM Software and Download website.
Pregunta 116
Pregunta
When trying to classify a Service Request an expected classification is not displayed but it is listed in
the Classification application. What is the most likely cause?
Respuesta
-
The classification is not in an Active status.
-
The Service Request object is not listed in the Use With section.
-
The correct security rights are not granted to the Classification application.
-
The application server must be restarted before new classifications are available for use.
Pregunta 117
Pregunta
What are three purposes of the Offering dialog in the Self Service Center? (Choose three.)
Respuesta
-
Modify the offering type
-
re-classify the offering instance
-
display the details of a descriptive offering
-
allow the users to overwrite the offering workflows
-
allow the user to launch the service for an action offering
-
collect attribute information from the user for fulfillment of the service
Pregunta 118
Pregunta
The Source field indicates how the Service Request was originated. How is the list of possible values
changed?
Respuesta
-
modify the maximo.properties file
-
edit the TSDTKTSOURCE synonym domain
-
edit the Service Request application with the Application Designer application
-
extend the Java class associated with the Source field on the Service Request application
Pregunta 119
Pregunta
Which two types of launch points are available to create an automation script? (Choose two.)
Respuesta
-
action
-
object
-
status
-
security
-
escalation
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