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NO.1 Which ticket type must be used for a user who is asking for information?

A. Incident

B. Problem

C. Service Request

D. Process Request

Answer: C

 

NO.2 What are two appropriate Key Performance Indicators for the Service Catalog Management

Process? (Choose two.)

A. Number of accesses per month

B. Number of calls to the service desk

C. Percent of users who use the service catalog

D. Percent of users who are aware of the service catalog

E. Number of services published including Service Level Agreements/Targets

Answer: A,C

 

NO.3 When installing an enterprise solution, which edition of IBM SmartCloud Control Desk can be

installed?

A. Only Entry Edition

B. Any product edition

C. Only Everyplace Edition

D. Only Service Provider Edition

Answer: B

 

NO.4 What is the purpose of the Update Promotion action?

A. To update attributes of the configuration item (CI) based on the information from the Actual CI

B. To update attributes of the Actual CI based on the information from the CI

C. To update attributes of the CI based on the information from the Change Management process

D. To update attributes of the Actual CI based on the information from the Change Management

process

Answer: A

 

NO.5 What are three types of IBM SmartCloud Control Desk offerings? (Choose three.)

A. Action

B. Descriptive

C. Work Order

D. Work Request

E. Service Catalog

F. Service Request

Answer: A,B,F

 

NO.6 What is the IBM SmartCloud Control Desk V7.5 (SCCD) application server used for?

A. To apply SCCD fix packs

B. To generate SCCD EAR files

C. To provide a SCCD runtime environment

D. To customize Maximo Business Object Java code

Answer: C

 

NO.7 What is the purpose of the Promotion process?

A. To create configuration items (CI) from Actual CIs

B. To create Actual CIs from CIs

C. To enable CIs to be used in the Change Management process

D. To enable Actual CIs to be used in the Change Management process

Answer: A

 

NO.8 What is the purpose of domains within IBM SmartCloud Control Desk?

A. To allow global searches across areas of an organization

B. To specify ownership of a set of objects within the product

C. To separate configuration items and assets into geographical areas

D. To maintain a value list that can be used in fields within the product

Answer: D

 

NO.9 Which two activities are included in the scope of IT Asset management? (Choose two.)

A. Risk Management

B. License Management

C. Security Management

D. Inventory Management

E. Configuration Management

Answer: B,D

 

NO.10 What functionality will a user need to define a set of tasks that will be applied to the Service

Request once the Catalog Request is submitted and approved?

A. Job Plan

B. Fulfillment Plan

C. Ticket Template

D. Fulfillment Template

Answer: A