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Service Manager L2 Test

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Service Manager Training
Dennis Pereira
Quiz by Dennis Pereira, updated more than 1 year ago
Dennis Pereira
Created by Dennis Pereira over 9 years ago
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Resource summary

Question 1

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

Question 2

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

Question 3

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

Question 4

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

Question 5

Question
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?
Answer
  • 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.

Question 6

Question
Which statement is true about the code page on the SQL Server?
Answer
  • 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.

Question 7

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

Question 8

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

Question 9

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

Question 10

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

Question 11

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

Question 12

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

Question 13

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

Question 14

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

Question 15

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

Question 16

Question
What is the goal of Knowledge Management?
Answer
  • 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

Question 17

Question
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?
Answer
  • Change Management
  • Service Request Catalog
  • Request Fulfillment
  • Service Management

Question 18

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

Question 19

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

Question 20

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

Question 21

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

Question 22

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

Question 23

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

Question 24

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

Question 25

Question
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?
Answer
  • 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

Question 26

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

Question 27

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

Question 28

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

Question 29

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

Question 30

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

Question 31

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

Question 32

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

Question 33

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

Question 34

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

Question 35

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

Question 36

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

Question 37

Question
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?
Answer
  • Security profiles
  • Security folders
  • Operator records
  • Approvals
  • Alerts

Question 38

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

Question 39

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

Question 40

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

Question 41

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

Question 42

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

Question 43

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

Question 44

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

Question 45

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

Question 46

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

Question 47

Question
Which statement best describes the role of HP Service Manager?
Answer
  • 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.

Question 48

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

Question 49

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

Question 50

Question
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.
Answer
  • State record

Question 51

Question
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.
Answer
  • vertical

Question 52

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

Question 53

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

Question 54

Question
[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.
Answer
  • Display Options
  • Display Screen
  • Processes
  • RAD Applications
  • Events

Question 55

Question
[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.
Answer
  • Virtual joins
  • Links
  • Calculations
  • Fill function

Question 56

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

Question 57

Question
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:
Answer
  • TSO
  • SSO
  • SSL
  • CAC

Question 58

Question
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
Answer
  • 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

Question 59

Question
Format Control Subroutines enable you to call RAD applications from Format Control.
Answer
  • True
  • False

Question 60

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