Service Manager L2 Test

Questão 1 de 60

1

In the out-of-the box processes, which tickets can a Change Manager associate to an existing change? (Select three.)

Selecione uma ou mais das seguintes:

Incident
Known Error
Problem
Change
Interaction
Configuration Item

Explicação

Questão 2 de 60

1

By default, when adding a New Operator record, what information must also be provided?

Selecione uma das seguintes:

an associated user role
a menu structure for the operator
a default MySM page
language and currency for the operator
an associated contact record

Explicação

Questão 3 de 60

1

Folder entitlement rights are assigned in which record?

Selecione uma das seguintes:

Profiles
Assignment Groups
Security Groups
Execute Capabilities
User Roles

Explicação

Questão 4 de 60

1

What must be implemented in order to track Configuration Items (CIs) and Configuration Item Relationships (CIRs) by company ID?

Selecione uma das seguintes:

Integration Manager
Web Services
Multi-Tenant Support
Single Sign On

Explicação

Questão 5 de 60

1

Service Manager 9.2x provides a powerful workflow engine and application platform for automating, facilitating, and enforcing your key IT processes. What is another competitive advantage?

Selecione uma das seguintes:

Service Manager has the broadest coverage and support of the ITIL V3 Best Practices
Service Manager is the best Asset Management solution.
Service Manager is a plug-and-play application
Service Manager is a full web-based application.

Explicação

Questão 6 de 60

1

Which statement is true about the code page on the SQL Server?

Selecione uma das seguintes:

The SQL Server database must be created with a code page that supports the character set of most of your data.
The SQL Server database must be created with a code page for the country in which your Service Manager server is located
The SQL Server database must be created with the UTF/8 code page
The SQL Server database must be created with a code page that supports multi-byte characters.

Explicação

Questão 7 de 60

1

In Service Manager, why is the progress within the workflow of a change much clearer than in Service Desk?

Selecione uma das seguintes:

There are workorders that are related as predecessors and successors.
There is a graph on the Workflow panel that shows all steps within the process.
There is a list of tasks that shows the progress.
There are status codes that clearly describe the phase within the Change process.

Explicação

Questão 8 de 60

1

Where can notifications be added?

Selecione uma das seguintes:

from the main "Manage Catalog" screen
in the "User Properties" configuration pane
from the RAD editor pane
from the "Alert Definition" pane

Explicação

Questão 9 de 60

1

The development audit utility tracks changes made to HP Service Manager records during which phase of Service Manager implementation?

Selecione uma das seguintes:

Testing
Development
Production
Training

Explicação

Questão 10 de 60

1

Given the Service Manager RDBMS user has the right to create tables, which action in Service Manager translates directly into a SQL create statement?

Selecione uma das seguintes:

Creating a new dbdict
Creating a new field in an existing dbdict
Renaming a dbdict
Renaming an existing field in an existing dbdict

Explicação

Questão 11 de 60

1

Which capability word is required to grant operator access to Crystal Report?

Selecione uma das seguintes:

ReportAdmin
ODBC
data administrator
SysAdmin

Explicação

Questão 12 de 60

1

What are the three main access layers on which security can be set in Service Manager? (Select three.)

Selecione uma ou mais das seguintes:

Application Access
Database Acces
Functional Access
Process Access
Module Access
Code Access
System Access

Explicação

Questão 13 de 60

1

Which debugging parameter is used to debug Web Services interfaces in Service Manager?

Selecione uma das seguintes:

debughttp:1
debugjs:1
debugws:1
debugdbquery:999

Explicação

Questão 14 de 60

1

Which debugging parameters are typically used to debug performance issues? (Select three.)

Selecione uma ou mais das seguintes:

RTM:3
sm -debugperformance
sm -rundiagnostics
debugdbquery:999
sqldebug:1
sqltrace:2

Explicação

Questão 15 de 60

1

Which statements are true about Configuration Management? (Select two.)

Selecione uma ou mais das seguintes:

Configuration Management is the process responsible for maintaining information about assets required to deliver an IT service, including their relationships.
Configuration Management is the process responsible for tracking and reporting the value and ownership of financial assets throughout their lifecycle.
Configuration Management minimizes the number of quality and compliance issues caused by improper configuration and services and assets.
Configuration Management is the process responsible for maintaining information about CIs required to deliver an IT service, including their relationships.
Configuration Management supports two ITIL processes: Incident Management and Problem Management.

Explicação

Questão 16 de 60

1

What is the goal of Knowledge Management?

Selecione uma das seguintes:

To integrate with Interaction, Incident, and Problem Management so that users are able to search for and use knowledge from existing incidents or problems while attempting to resolve a new incident or problem
To enable organizations to improve the quality of management decision-making by ensuring that reliable and secure information and data is available throughout the service lifecycle
To ensure the right information is delivered to the appropriate place or person at the right time to enable an informed decision
To define a set of principles and practices that enable organizations to improve service levels for customers, gain operational efficiencies, and increase the organization's value to their company

Explicação

Questão 17 de 60

1

Which ITIL V3 process does Service Manager provide to configure a catalog from which users can request goods and services, an approval engine that processes the request, and which allows for procurement and delivery of approved goods and services?

Selecione uma das seguintes:

Change Management
Service Request Catalog
Request Fulfillment
Service Management

Explicação

Questão 18 de 60

1

What can we found inside a format control? (Select three.)

Selecione uma ou mais das seguintes:

JavaScript
Forms
Validations
Links
Joins
Subforms
Folders

Explicação

Questão 19 de 60

1

Which connectors are available for Connect-It? (Select three.)

Selecione uma ou mais das seguintes:

HP Service Desk Web Services Connector
HP Service Manager Web Client Connector
HP Universal CMDB Connector (XML)
Active Directory Connector
HP Service Center Connector
Service Manager Connector

Explicação

Questão 20 de 60

1

Which component is included in all Web Services integrations?

Selecione uma das seguintes:

Eventin record
WSDL (Web Services Description Language)
DEM (Discovery Event Manager)
Proxy Server

Explicação

Questão 21 de 60

1

What designates a global variable?

Selecione uma das seguintes:

The variable starts with $L.
The variable is just defined with $.
The variable starts with $G or $lo.
The variable starts with $P.

Explicação

Questão 22 de 60

1

Where do you configure the ability to delegate approvals?

Selecione uma das seguintes:

The Category record
The Phase record
The User Profile record
The Environment record

Explicação

Questão 23 de 60

1

Which parameter in the Service Manager Initialization file triggers the creation of multiple log files?

Selecione uma das seguintes:

maxlogswitching
numberoflogfiles
maxfilesize
maxlogfiles

Explicação

Questão 24 de 60

1

What are major improvements found in Service Manager as compared to Service Center? (Select two.)

Selecione uma ou mais das seguintes:

Improved process definition
Compatibility with all major operating systems
Improved integration with the HP BTO Portfolio
Introduction of Service Catalog
More attractive to the small business market

Explicação

Questão 25 de 60

1

During the Service Manager server configuration, the system prompts you for a valid TCP/IP port. Which port number should you choose for Service Manager?

Selecione uma das seguintes:

A port number smaller than 1024
A port number greater than 1024
A port number that is either 80 or 8080
Any free TCP/IP port number
Port number 1024 only

Explicação

Questão 26 de 60

1

Which option is most commonly used to display information of a record located in a related table?

Selecione uma das seguintes:

Find
Fill
Smart Indicator
Display

Explicação

Questão 27 de 60

1

Which task can a selfservice user perform from the Employee SelfService Portal?

Selecione uma das seguintes:

Create an incident
Close an incident
Update a knowledge record
Create an interaction

Explicação

Questão 28 de 60

1

Which Service Manager interface allows endusers to browse the knowledge library, order products and services from the Service Catalog, and submit service requests?

Selecione uma das seguintes:

Windows client
Knowledge library
Request management catalog
Employee selfservice portal

Explicação

Questão 29 de 60

1

Which Service Manager module is used to restore normal service operation as quickly as possible and minimize the adverse impact on business operations?

Selecione uma das seguintes:

Service Desk
Incident Management
Change Management
Configuration Management
Request Management
Problem Management
Scheduled Maintenance
Employee Self Service
Service Level Agreements
Knowledge Management

Explicação

Questão 30 de 60

1

Which feature of the operator record provides access to applications and utilities?

Selecione uma das seguintes:

Security Folders
Profiles
Contacts
Assignment Groups
User Roles
Execute capabilities

Explicação

Questão 31 de 60

1

Which feature of the operator record defines applicationspecific privileges?

Selecione uma das seguintes:

Security Folders
Profiles
Contacts
Assignment Groups
User Roles
Execute capabilities

Explicação

Questão 32 de 60

1

Which 'State' displayed in Configuration Management is not replicated to Service Manager?

Selecione uma das seguintes:

Authorized
Baseline
Managed
Actual

Explicação

Questão 33 de 60

1

What feature of Configuration Management defines the authorized attributes of a CI configuration?

Selecione uma das seguintes:

CI subtype
Actual state
Managed state
Baseline
CI type

Explicação

Questão 34 de 60

1

In which Service Desk record would you find Service Desk application settings, including setting the Service Desk record relationship model?

Selecione uma das seguintes:

Profile
Operator
Environment
System information record
Contacts
Execute capabilities

Explicação

Questão 35 de 60

1

Alert definitions are applied to changes and change tasks in which record?

Selecione uma das seguintes:

Category
Alert
Phase
Notification
Profile

Explicação

Questão 36 de 60

1

The operator's approval and review groups for Change Management are defined in which record?

Selecione uma das seguintes:

Category
Alert
Phase
Notification
Profile

Explicação

Questão 37 de 60

1

Which feature of Service Manager gives controlling authorities the responsibility of costs and risks associated with a request, the ability to stop work, and control when work activities can proceed?

Selecione uma das seguintes:

Security profiles
Security folders
Operator records
Approvals
Alerts

Explicação

Questão 38 de 60

1

For a baseline to be available for use against a configuration item, the baseline must be set to which status?

Selecione uma das seguintes:

Verified
Finalized
Authorized
Managed
Tested
Analyzed

Explicação

Questão 39 de 60

1

Which scenario best describes the role of templates when creating Service Manager Service Desk, Incident Management, Problem Management, and Change Management records?

Selecione uma das seguintes:

Add new fields to tables more quickly
Escalate incidents to problems more quickly
Create similar records simultaneously
Autopopulate fields in a record with predefined data

Explicação

Questão 40 de 60

1

Which Service Desk Interaction Model is configured by default in the Service Desk module?

Selecione uma das seguintes:

Close interaction when related records close
All records close independently
Cannot close interaction until related records close
Full service desk model
Two-step closure model

Explicação

Questão 41 de 60

1

After an incident is created, what is the next step in the incident lifecycle to perform?

Selecione uma das seguintes:

An incident analyst is assigned to work on the incident
The status of an incident is set to Accepted or Rejected.
Approvals are sent to reviewer and approval groups.
A task is created and assigned to an incident analyst.

Explicação

Questão 42 de 60

1

What feature of Service Manager ties endusers or departments to the services that they use?

Selecione uma das seguintes:

Configuration items
Subscriptions
Categories
Policies

Explicação

Questão 43 de 60

1

Which Utility allows end users to customize their own graphical views of operational summary data?

Selecione uma das seguintes:

Publish and Suscribe
Views & Favorites
Queues
MySM Dashboard

Explicação

Questão 44 de 60

1

Which RAD function is used to determine the numerical representation of a field data type?

Selecione uma das seguintes:

val()
index()
tod()
same()
type()

Explicação

Questão 45 de 60

1

What variable is used in a Link record to refer to the current record?

Selecione uma das seguintes:

$L.filed
$File
$L.file
$file

Explicação

Questão 46 de 60

1

What type of auditing is used to track changes to specific fields for Open, Update and Close actions?

Selecione uma das seguintes:

History Tables
Journal Updates
Activity Actions
Application Fields

Explicação

Questão 47 de 60

1

Which statement best describes the role of HP Service Manager?

Selecione uma das seguintes:

Service Manager automates application development and measures the quality of applications in use.
Service Manager automates and streamlines the delivery and support of IT services to the business.
Service Manager monitors and manages IT infrastructure in an organization.
Service Manager automates and maintains tight control over company’s capital investments.

Explicação

Questão 48 de 60

1

Incident Management is used to track: (choose three)

Selecione uma ou mais das seguintes:

Complaints
CI Attribute Information
Requests for Information
Interactions
Disruption of Service
Password Resets

Explicação

Questão 49 de 60

1

Which feature of Service Manager allows you to schedule the removal of unwanted data from the database?

Selecione uma das seguintes:

Scheduled delete
Scheduled maintenance
Purge/archive
Data vault

Explicação

Questão 50 de 60

1

Preencha o espaço em branco para completar o texto.

Are called by Objects and are defined by Processes. The contains information about how a record looks and acts at a specific period in time.

Explicação

Questão 51 de 60

1

Preencha o espaço em branco para completar o texto.

A scaled system consist in one application server plus "X" number of available servlets. It is used for small bussiness.

Explicação

Questão 52 de 60

1

Preencha o espaço em branco para completar o texto.

A Scaled System consist in two or more application servers, each one with "X" number of available servlets.

Explicação

Questão 53 de 60

1

Preencha o espaço em branco para completar o texto.

are a combination of data and definitions used to retrieve data from one table to another one.

Explicação

Questão 54 de 60

1

❌ are defined inside a ❌. They performed specific actions and ❌ that will work over a record.

Arraste e solte para completar o texto.

Display Options

Display Screen

Processes

RAD Applications

Events

Explicação

Questão 55 de 60

1

❌ allow you to display data fields from several different database files on a single form. Do not allow data entry into the fields; they only display information from other files into a format for reference purposes.

Arraste e solte para completar o texto.

Virtual joins

Links

Calculations

Fill function

Explicação

Questão 56 de 60

1

What can you see in the output of a reportlbstatus? (Select Two)

Selecione uma ou mais das seguintes:

Available ports and threads
Company Name
Number of Sessions Running on each port
Shared Memory
Timeout Value

Explicação

Questão 57 de 60

1

Allow users who have logged into a Windows domain to log on to Service Manager without providing a user name and password. What Service Manager configuration allows the statement:

Selecione uma das seguintes:

TSO
SSO
SSL
CAC

Explicação

Questão 58 de 60

1

What steps do you need to follow before run an application upgrade?

❌
Comment out the ❌ line in the sm.cfg file
Add ❌ to the sm.ini
Add ❌ to the sm.ini
❌ the client side unload from the windows client
Start the Service Manager Service
Go to System Administration >❌ > Patch Release >Apply Patch Release
Load the patchrel.unl file

Arraste e solte para completar o texto.

Stop the Service Manager Service

sm system.start

sm

sm -sync

ir_disable:1

ir_disable:0

sessiontimeout: 60

sessiontimeout

Uncheck

Check

Ongoing Maitenance

Base System Configuration

Explicação

Questão 59 de 60

1

Format Control Subroutines enable you to call RAD applications from Format Control.

Selecione uma das opções:

VERDADEIRO
FALSO

Explicação

Questão 60 de 60

1

In a 9.40 fresh installation, do we have an option to select between Classic or Codeless Mode?

Selecione uma das opções:

VERDADEIRO
FALSO

	Criado por Dennis Pereira mais de 9 anos atrás

Service Manager Training

Service Manager L2 Test

Questão 1 de 60

In the out-of-the box processes, which tickets can a Change Manager associate to an existing change? (Select three.)

Selecione uma ou mais das seguintes:

Explicação

Questão 2 de 60

By default, when adding a New Operator record, what information must also be provided?

Selecione uma das seguintes:

Explicação

Questão 3 de 60

Folder entitlement rights are assigned in which record?

Selecione uma das seguintes:

Explicação

Questão 4 de 60

What must be implemented in order to track Configuration Items (CIs) and Configuration Item Relationships (CIRs) by company ID?

Selecione uma das seguintes:

Explicação

Questão 5 de 60

Service Manager 9.2x provides a powerful workflow engine and application platform for automating, facilitating, and enforcing your key IT processes. What is another competitive advantage?

Selecione uma das seguintes:

Explicação

Questão 6 de 60

Which statement is true about the code page on the SQL Server?

Selecione uma das seguintes:

Explicação

Questão 7 de 60

In Service Manager, why is the progress within the workflow of a change much clearer than in Service Desk?

Selecione uma das seguintes:

Explicação

Questão 8 de 60

Where can notifications be added?

Selecione uma das seguintes:

Explicação

Questão 9 de 60

The development audit utility tracks changes made to HP Service Manager records during which phase of Service Manager implementation?

Selecione uma das seguintes:

Explicação

Questão 10 de 60

Given the Service Manager RDBMS user has the right to create tables, which action in Service Manager translates directly into a SQL create statement?

Selecione uma das seguintes:

Explicação

Questão 11 de 60

Which capability word is required to grant operator access to Crystal Report?

Selecione uma das seguintes:

Explicação

Questão 12 de 60

What are the three main access layers on which security can be set in Service Manager? (Select three.)

Selecione uma ou mais das seguintes:

Explicação

Questão 13 de 60

Which debugging parameter is used to debug Web Services interfaces in Service Manager?

Selecione uma das seguintes:

Explicação

Questão 14 de 60

Which debugging parameters are typically used to debug performance issues? (Select three.)

Selecione uma ou mais das seguintes:

Explicação

Questão 15 de 60

Which statements are true about Configuration Management? (Select two.)

Selecione uma ou mais das seguintes:

Explicação

Questão 16 de 60

What is the goal of Knowledge Management?

Selecione uma das seguintes:

Explicação

Questão 17 de 60

Which ITIL V3 process does Service Manager provide to configure a catalog from which users can request goods and services, an approval engine that processes the request, and which allows for procurement and delivery of approved goods and services?

Selecione uma das seguintes:

Explicação

Questão 18 de 60

What can we found inside a format control? (Select three.)

Selecione uma ou mais das seguintes:

Explicação

Questão 19 de 60

Which connectors are available for Connect-It? (Select three.)

Selecione uma ou mais das seguintes:

Explicação

Questão 20 de 60

Which component is included in all Web Services integrations?

Which task can a selfservice user perform from the Employee SelfService Portal?

Which Service Manager interface allows endusers to browse the knowledge library, order products and services from the Service Catalog, and submit service requests?

Which feature of the operator record defines applicationspecific privileges?