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Service Manager L2 Test

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Service Manager Training
Dennis Pereira
Quiz por Dennis Pereira, atualizado more than 1 year ago
Dennis Pereira
Criado por Dennis Pereira mais de 9 anos atrás
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Resumo de Recurso

Questão 1

Questão
In the out-of-the box processes, which tickets can a Change Manager associate to an existing change? (Select three.)
Responda
  • Incident
  • Known Error
  • Problem
  • Change
  • Interaction
  • Configuration Item

Questão 2

Questão
By default, when adding a New Operator record, what information must also be provided?
Responda
  • an associated user role
  • a menu structure for the operator
  • a default MySM page
  • language and currency for the operator
  • an associated contact record

Questão 3

Questão
Folder entitlement rights are assigned in which record?
Responda
  • Profiles
  • Assignment Groups
  • Security Groups
  • Execute Capabilities
  • User Roles

Questão 4

Questão
What must be implemented in order to track Configuration Items (CIs) and Configuration Item Relationships (CIRs) by company ID?
Responda
  • Integration Manager
  • Web Services
  • Multi-Tenant Support
  • Single Sign On

Questão 5

Questão
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?
Responda
  • 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.

Questão 6

Questão
Which statement is true about the code page on the SQL Server?
Responda
  • 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.

Questão 7

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

Questão 8

Questão
Where can notifications be added?
Responda
  • from the main "Manage Catalog" screen
  • in the "User Properties" configuration pane
  • from the RAD editor pane
  • from the "Alert Definition" pane

Questão 9

Questão
The development audit utility tracks changes made to HP Service Manager records during which phase of Service Manager implementation?
Responda
  • Testing
  • Development
  • Production
  • Training

Questão 10

Questão
Given the Service Manager RDBMS user has the right to create tables, which action in Service Manager translates directly into a SQL create statement?
Responda
  • Creating a new dbdict
  • Creating a new field in an existing dbdict
  • Renaming a dbdict
  • Renaming an existing field in an existing dbdict

Questão 11

Questão
Which capability word is required to grant operator access to Crystal Report?
Responda
  • ReportAdmin
  • ODBC
  • data administrator
  • SysAdmin

Questão 12

Questão
What are the three main access layers on which security can be set in Service Manager? (Select three.)
Responda
  • Application Access
  • Database Acces
  • Functional Access
  • Process Access
  • Module Access
  • Code Access
  • System Access

Questão 13

Questão
Which debugging parameter is used to debug Web Services interfaces in Service Manager?
Responda
  • debughttp:1
  • debugjs:1
  • debugws:1
  • debugdbquery:999

Questão 14

Questão
Which debugging parameters are typically used to debug performance issues? (Select three.)
Responda
  • RTM:3
  • sm -debugperformance
  • sm -rundiagnostics
  • debugdbquery:999
  • sqldebug:1
  • sqltrace:2

Questão 15

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

Questão 16

Questão
What is the goal of Knowledge Management?
Responda
  • 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

Questão 17

Questão
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?
Responda
  • Change Management
  • Service Request Catalog
  • Request Fulfillment
  • Service Management

Questão 18

Questão
What can we found inside a format control? (Select three.)
Responda
  • JavaScript
  • Forms
  • Validations
  • Links
  • Joins
  • Subforms
  • Folders

Questão 19

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

Questão 20

Questão
Which component is included in all Web Services integrations?
Responda
  • Eventin record
  • WSDL (Web Services Description Language)
  • DEM (Discovery Event Manager)
  • Proxy Server

Questão 21

Questão
What designates a global variable?
Responda
  • The variable starts with $L.
  • The variable is just defined with $.
  • The variable starts with $G or $lo.
  • The variable starts with $P.

Questão 22

Questão
Where do you configure the ability to delegate approvals?
Responda
  • The Category record
  • The Phase record
  • The User Profile record
  • The Environment record

Questão 23

Questão
Which parameter in the Service Manager Initialization file triggers the creation of multiple log files?
Responda
  • maxlogswitching
  • numberoflogfiles
  • maxfilesize
  • maxlogfiles

Questão 24

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

Questão 25

Questão
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?
Responda
  • 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

Questão 26

Questão
Which option is most commonly used to display information of a record located in a related table?
Responda
  • Find
  • Fill
  • Smart Indicator
  • Display

Questão 27

Questão
Which task can a self­service user perform from the Employee Self­Service Portal?
Responda
  • Create an incident
  • Close an incident
  • Update a knowledge record
  • Create an interaction

Questão 28

Questão
Which Service Manager interface allows end­users to browse the knowledge library, order products and services from the Service Catalog, and submit service requests?
Responda
  • Windows client
  • Knowledge library
  • Request management catalog
  • Employee self­service portal

Questão 29

Questão
Which Service Manager module is used to restore normal service operation as quickly as possible and minimize the adverse impact on business operations?
Responda
  • Service Desk
  • Incident Management
  • Change Management
  • Configuration Management
  • Request Management
  • Problem Management
  • Scheduled Maintenance
  • Employee Self Service
  • Service Level Agreements
  • Knowledge Management

Questão 30

Questão
Which feature of the operator record provides access to applications and utilities?
Responda
  • Security Folders
  • Profiles
  • Contacts
  • Assignment Groups
  • User Roles
  • Execute capabilities

Questão 31

Questão
Which feature of the operator record defines application­specific privileges?
Responda
  • Security Folders
  • Profiles
  • Contacts
  • Assignment Groups
  • User Roles
  • Execute capabilities

Questão 32

Questão
Which 'State' displayed in Configuration Management is not replicated to Service Manager?
Responda
  • Authorized
  • Baseline
  • Managed
  • Actual

Questão 33

Questão
What feature of Configuration Management defines the authorized attributes of a CI configuration?
Responda
  • CI subtype
  • Actual state
  •  Managed state
  • Baseline
  • CI type

Questão 34

Questão
In which Service Desk record would you find Service Desk application settings, including setting the Service Desk record relationship model?
Responda
  • Profile
  • Operator
  • Environment
  • System information record
  • Contacts
  • Execute capabilities

Questão 35

Questão
Alert definitions are applied to changes and change tasks in which record?
Responda
  • Category
  • Alert
  • Phase
  • Notification
  • Profile

Questão 36

Questão
The operator's approval and review groups for Change Management are defined in which record?
Responda
  • Category
  • Alert
  • Phase
  • Notification
  • Profile

Questão 37

Questão
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?
Responda
  • Security profiles
  • Security folders
  • Operator records
  • Approvals
  • Alerts

Questão 38

Questão
For a baseline to be available for use against a configuration item, the baseline must be set to which status?
Responda
  • Verified
  • Finalized
  • Authorized
  • Managed
  • Tested
  • Analyzed

Questão 39

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

Questão 40

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

Questão 41

Questão
After an incident is created, what is the next step in the incident lifecycle to perform?
Responda
  • 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.

Questão 42

Questão
What feature of Service Manager ties end­users or departments to the services that they use?
Responda
  •  Configuration items
  • Subscriptions
  • Categories
  • Policies

Questão 43

Questão
Which Utility allows end users to customize their own graphical views of operational summary data?
Responda
  • Publish and Suscribe
  • Views & Favorites
  • Queues
  • MySM Dashboard

Questão 44

Questão
Which RAD function is used to determine the numerical representation of a field data type?
Responda
  • val()
  • index()
  • tod()
  • same()
  • type()

Questão 45

Questão
What variable is used in a Link record to refer to the current record?
Responda
  • $L.filed
  • $File
  • $L.file
  • $file

Questão 46

Questão
What type of auditing is used to track changes to specific fields for Open, Update and Close actions?
Responda
  • History Tables
  • Journal Updates
  • Activity Actions
  •  Application Fields

Questão 47

Questão
Which statement best describes the role of HP Service Manager?
Responda
  • 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.

Questão 48

Questão
Incident Management is used to track: (choose three)
Responda
  • Complaints
  • CI Attribute Information
  • Requests for Information
  • Interactions
  • Disruption of Service
  • Password Resets

Questão 49

Questão
Which feature of Service Manager allows you to schedule the removal of unwanted data from the database?
Responda
  • Scheduled delete
  • Scheduled maintenance
  • Purge/archive
  • Data vault

Questão 50

Questão
Are called by Objects and are defined by Processes. The [blank_start]State record[blank_end] contains information about how a record looks and acts at a specific period in time.
Responda
  • State record

Questão 51

Questão
A [blank_start]vertical[blank_end] scaled system consist in one application server plus "X" number of available servlets. It is used for small bussiness.
Responda
  • vertical

Questão 52

Questão
A [blank_start]Horizontal[blank_end] Scaled System consist in two or more application servers, each one with "X" number of available servlets.
Responda
  • Horizontal

Questão 53

Questão
[blank_start]Links[blank_end] are a combination of data and definitions used to retrieve data from one table to another one.
Responda
  • Links

Questão 54

Questão
[blank_start]Display Options[blank_end] are defined inside a [blank_start]Display Screen[blank_end]. They performed specific actions and [blank_start]process[blank_end] that will work over a record.
Responda
  • Display Options
  • Display Screen
  • Processes
  • RAD Applications
  • Events

Questão 55

Questão
[blank_start]Virtual joins[blank_end] 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.
Responda
  • Virtual joins
  • Links
  • Calculations
  • Fill function

Questão 56

Questão
What can you see in the output of a reportlbstatus? (Select Two)
Responda
  • Available ports and threads
  • Company Name
  • Number of Sessions Running on each port
  • Shared Memory
  • Timeout Value

Questão 57

Questão
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:
Responda
  • TSO
  • SSO
  • SSL
  • CAC

Questão 58

Questão
What steps do you need to follow before run an application upgrade? [blank_start]Stop the Service Manager Service[blank_end] Comment out the [blank_start]sm system.start[blank_end] line in the sm.cfg file Add [blank_start]ir_disable:1[blank_end] to the sm.ini Add [blank_start]sessiontimeout: 60[blank_end] to the sm.ini [blank_start]Uncheck[blank_end] the client side unload from the windows client Start the Service Manager Service Go to System Administration >[blank_start]Ongoing Maitenance[blank_end] > Patch Release >Apply Patch Release Load the patchrel.unl file
Responda
  • 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

Questão 59

Questão
Format Control Subroutines enable you to call RAD applications from Format Control.
Responda
  • True
  • False

Questão 60

Questão
In a 9.40 fresh installation, do we have an option to select between Classic or Codeless Mode?
Responda
  • True
  • False

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