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Quiz on Entrenamiento Mpr ITIL 01 (119), created by jose martinez on 14/03/2019.

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Entrenamiento Mpr ITIL 01 (119)

Entrenamiento Mpr ITIL 01 (119)

Question 1 of 119

1

In the Catalogs application, how can an administrator quickly add several offerings into a catalog?

Select one of the following:

  • 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

Explanation

Question 2 of 119

1

A survey must be in which status in order to make and apply updates?

Select one of the following:

  • Draft

  • Closed

  • Inactive

  • Pending

Explanation

Question 3 of 119

1

Which field is mandatory when creating a new Response Plan?

Select one of the following:

  • Ranking

  • Conditions

  • Description

  • Response Plan Administrator

Explanation

Question 4 of 119

1

What type of event can be associated with an object launch point?

Select one of the following:

  • New

  • Create

  • Update

  • Activate

Explanation

Question 5 of 119

1

Which two types of information are displayed when viewing survey results? (Choose two.)

Select one or more of the following:

  • 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).

Explanation

Question 6 of 119

1

What is the Priority Matrix used for?

Select one of the following:

  • 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

Explanation

Question 7 of 119

1

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?

Select one of the following:

  • 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

Explanation

Question 8 of 119

1

In IBM SmartCloud Control Desk V7.5, which two applications can be filtered by individual service or
service group? (Choose two.)

Select one or more of the following:

  • Users

  • Actions

  • Contracts

  • User Groups

  • Work Orders

Explanation

Question 9 of 119

1

Which action should be taken by an agent before resolving an incident?

Select one or more of the following:

  • 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

Explanation

Question 10 of 119

1

What are two methods to place a new Service Request (SR) under a Service Level Agreement (SLAy?
(Choose two.)

Select one or more of the following:

  • 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.

Explanation

Question 11 of 119

1

The Offerings application is used for what two purposes? (Choose two.)

Select one or more of the following:

  • 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

Explanation

Question 12 of 119

1

What two type of questions are available when creating question and answer sets for surveys?
(Choose two.)

Select one or more of the following:

  • Attribute

  • Free form

  • Mandatory

  • Check Box

  • Combo Box

Explanation

Question 13 of 119

1

Which three pieces of information may be stored on a Ticket Template and applied to a Service
Request? (Choose three.)

Select one or more of the following:

  • Owner Group

  • Classification

  • Internal Priority

  • Affected Person

  • Reported Priority

  • Service Level Agreement

Explanation

Question 14 of 119

1

Which statement is true about adding keywords to a solutions record?

Select one of the following:

  • 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.

Explanation

Question 15 of 119

1

The View Catalog Request application is used for what purpose?

Select one of the following:

  • 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

Explanation

Question 16 of 119

1

In IBM SmartCloud Control Desk V7.5, which two types of records can be related to a service group?
(Choose two.)

Select one or more of the following:

  • Users

  • Assets

  • Access

  • Locations

  • Time Zones

Explanation

Question 17 of 119

1

What is a valid status sequence for a Response Plan?

Select one of the following:

  • Draft> Active > Inactive> Active

  • New> Active> Inactive > Revised

  • Draft> Pending > Active> Inactive

  • New> Pending> Active > Revised

Explanation

Question 18 of 119

1

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?

Select one of the following:

  • 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.

Explanation

Question 19 of 119

1

Which statement is true about cart templates in IBM SmartCloud Control Desk V7.5?

Select one of the following:

  • 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.

Explanation

Question 20 of 119

1

How does a service desk agent report the labor time spent for each activity related to resolving a
problem?

Select one of the following:

  • 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

Explanation

Question 21 of 119

1

According to ITIL best practices, what is the primary goal when service desk staff works on an
incident?

Select one of the following:

  • 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

Explanation

Question 22 of 119

1

Which statement is true about the Self Service Center?

Select one of the following:

  • 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.

Explanation

Question 23 of 119

1

Which feature in IBM SmartCloud Control Desk V7.5 helps a service desk agent create incidents
quickly?

Select one of the following:

  • 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.

Explanation

Question 24 of 119

1

What is the purpose of the Update Tool with Service Catalog optional content?

Select one of the following:

  • 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.

Explanation

Question 25 of 119

1

Which cron task is used to index ticket1 solution, and service catalog records and make them
available in the Global Search application?

Select one of the following:

  • BBCron

  • LSNP0RQN

  • PmSolutionCron

  • PmobjSearchCron

Explanation

Question 26 of 119

1

In IBM SmartCloud Control Desk V7.5, which statement is true about escalation activation for a
specific Service Level Agreement (SLA)?

Select one of the following:

  • 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.

Explanation

Question 27 of 119

1

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.)

Select one or more of the following:

  • Trial

  • Draft

  • Active

  • Inactive

  • Template

  • Suspended

Explanation

Question 28 of 119

1

What is a potential benefit related to using Service Desk optional content?

Select one of the following:

  • 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.

Explanation

Question 29 of 119

1

Which two applications use catalogs to allow users to search for and order services? (Choose two.)

Select one or more of the following:

  • Offerings

  • Catalogs

  • Offering Catalog

  • Self Service Center

  • Create Service Request

Explanation

Question 30 of 119

1

Which statement is true regarding activities and response plans?

Select one of the following:

  • 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.

Explanation

Question 31 of 119

1

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?

Select one of the following:

  • 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.

Explanation

Question 32 of 119

1

What data is stored in the Ticket table?

Select one of the following:

  • Task records

  • Solution records

  • Ticket Template records

  • Service Request records

Explanation

Question 33 of 119

1

Which two IBM SmartCloud Control Desk V7.5 objects can be used to control how a Service Request
offering is fulfilled? (Choose two.)

Select one or more of the following:

  • Actions

  • Workflow

  • Escalation

  • Work Order

  • Response Plan

Explanation

Question 34 of 119

1

In IBM SmartCloud Control Desk V7.5, which two fields can use substitution variables in the
Communication Templates application? (Choose two.)

Select one or more of the following:

  • To

  • Subject

  • Reply To

  • Message

  • Send From

Explanation

Question 35 of 119

1

What type of record is required for the E-mail Listener application to process an incoming e-mail
message?

Select one of the following:

  • user

  • person

  • administrator

  • a valid e-mail address from the sender

Explanation

Question 36 of 119

1

Which field can be defined on a Ticket Template?

Select one of the following:

  • Vendor

  • Source

  • Customer

  • Service Level Agreement

Explanation

Question 37 of 119

1

What must be true for a Ticket Template to be applied to a ticket?

Select one of the following:

  • 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.

Explanation

Question 38 of 119

1

Which statement is true regarding tasks on job plans?

Select one of the following:

  • 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.

Explanation

Question 39 of 119

1

Which statement is true regarding search functions?

Select one of the following:

  • 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.

Explanation

Question 40 of 119

1

What is the purpose of creating a problem record?

Select one of the following:

  • 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

Explanation

Question 41 of 119

1

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?

Select one of the following:

  • 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

Explanation

Question 42 of 119

1

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?

Select one of the following:

  • 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.

Explanation

Question 43 of 119

1

When the Service Provider add-on is installed, which statement is true about a customer-specific
solution in IBM SmartCloud Control Desk V7.5?

Select one of the following:

  • 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.

Explanation

Question 44 of 119

1

Which statement is true of statuses on job plans?

Select one of the following:

  • 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.

Explanation

Question 45 of 119

1

When a Ticket Template includes a Job Plan and is applied to an Incident, where will the tasks be
listed?

Select one of the following:

  • On the Log tab

  • On the Activities tab

  • On the Specifications tab

  • On a work order listed on the Related Records tab

Explanation

Question 46 of 119

1

Which feature remains disabled by activating the mxe.LDAPUserMgmt property when using the
LDAP-based authentication configuration?

Select one of the following:

  • Create users

  • Self-registration

  • Update user information

  • Add and delete security groups

Explanation

Question 47 of 119

1

Where can a user with proper privileges go to remove the My Requests section from the Self Service
Center application?

Select one of the following:

  • the System Properties application

  • the Application Designer application

  • the configuration file for Self Service Center

  • the Self Service Center Configuration application

Explanation

Question 48 of 119

1

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?

Select one of the following:

  • 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.

Explanation

Question 49 of 119

1

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?

Select one of the following:

  • Tivoli Screen Capture agent

  • Tivoli Remote Access agent

  • Tivoli Diagnostics Control agent

  • Tivoli Remote Diagnostics agent

Explanation

Question 50 of 119

1

How is the Self Service Center enabled to show the user the assets that are associated to them as
custodian?

Select one of the following:

  • 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

Explanation

Question 51 of 119

1

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.)

Select one or more of the following:

  • SR

  • PERSON

  • INCIDENT

  • WORELEASE

  • PMSCOFFERING

Explanation

Question 52 of 119

1

The Weight field is used in the calculation of which option when working with questions for surveys?

Select one of the following:

  • survey reports

  • user responses

  • question ratings

  • ordering the questions in a survey

Explanation

Question 53 of 119

1

What needs to be defined in order to create an Offering?

Select one of the following:

  • at least one Catalog

  • at least one Workflow

  • at least one Classification

  • at least one Ticket Template

Explanation

Question 54 of 119

1

What is the purpose of the Automation Scripts application?

Select one of the following:

  • 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

Explanation

Question 55 of 119

1

Which statement is true about deleting cart templates in the Cart Template application?

Select one of the following:

  • 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.

Explanation

Question 56 of 119

1

What does the Catalogs application manage?

Select one of the following:

  • offerings in specific catalogs

  • user access to specific offerings

  • user access to specific catalogs

  • to specify an image for a specific catalog

Explanation

Question 57 of 119

1

What are two valid statuses of a solution in the Solutions application in IBM SmartCloud Control
Desk V7.5? (Choose two.)

Select one or more of the following:

  • Trial

  • Test

  • Draft

  • Active

  • Suspended

Explanation

Question 58 of 119

1

Which application specifies the default workflow for Service Request Fulfillment Manager Approval?

Select one of the following:

  • Catalog application

  • Offerings application

  • Organizations application

  • Workflow Designer application

Explanation

Question 59 of 119

1

Which two workflow types can be specified on a Service Catalog offering for service request
fulfillment? (Choose two.)

Select one or more of the following:

  • Default

  • Job Plan

  • Sub-process

  • User Defined

  • Response Plan

Explanation

Question 60 of 119

1

Under what circumstance should an incident be made global by checking the Global Incident check
box?

Select one or more of the following:

  • 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

Explanation

Question 61 of 119

1

The Service Catalog offering fulfillment process supports which three actions? (Choose three.)

Select one or more of the following:

  • Create a Change

  • Relate a Solution

  • Create an Incident

  • Create a Work Order

  • Apply a Ticket Template

  • Assign and Notify an Owner

Explanation

Question 62 of 119

1

Which user must be used to delete the Incident queries installed from the Service Desk content?

Select one of the following:

  • any user

  • a database user

  • only MAXADMIN

  • only the user that created the query

Explanation

Question 63 of 119

1

How can new values be added to the solution ke9word list?

Select one of the following:

  • 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

Explanation

Question 64 of 119

1

In working with surveys and questions, when can a question and answer set be deleted?

Select one of the following:

  • 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.

Explanation

Question 65 of 119

1

In IBM SmartCloud Control Desk V7.5, which statement is true about deleting a service group?

Select one of the following:

  • 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.

Explanation

Question 66 of 119

1

Which two criteria can be applied in the Response Plan application? (Choose two.)

Select one or more of the following:

  • Assign Labor

  • Apply Solution

  • Apply Security

  • Assign Vendor

  • Assign Material

Explanation

Question 67 of 119

1

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?

Select one of the following:

  • 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.

Explanation

Question 68 of 119

1

Which two record types can be found when a user performs a search in the Self Service Global
Search application? (Choose two.)

Select one or more of the following:

  • Offering

  • Incident

  • Problem

  • Work Order

  • Service Request

Explanation

Question 69 of 119

1

A Response Plan can be applied by which object?

Select one of the following:

  • Action

  • Quick Insert

  • Price Schedule

  • Service Level Agreement

Explanation

Question 70 of 119

1

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.)

Select one or more of the following:

  • Time Calendar

  • Custom Calendar

  • Frequency Calendar

  • Applies To Calendar

  • Calculation Calendar

Explanation

Question 71 of 119

1

Notifications can be sent to users to inform them of catalog requests status only when which
configuration has been completed?

Select one of the following:

  • 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

Explanation

Question 72 of 119

1

The Internal Priority of a problem is determined by which two fields? (Choose two.)

Select one or more of the following:

  • Impact

  • Urgency

  • Target Finish Date

  • Affected By Person

  • Service Level Agreement

Explanation

Question 73 of 119

1

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?

Select one of the following:

  • 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

Explanation

Question 74 of 119

1

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?

Select one of the following:

  • 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.

Explanation

Question 75 of 119

1

Which statement is true regarding organization and site on a job plan?

Select one of the following:

  • both organization and site are optional

  • both organization and site are mandatory

  • organization is optional, site is mandatory

  • organization is mandatory, site is optional

Explanation

Question 76 of 119

1

Which statement is true about cart templates in IBM SmartCloud Control Desk V7.5?

Select one of the following:

  • They group customers.

  • They group work orders.

  • They group offerings that are commonly ordered.

  • They group shopping carts that are commonly submitted.

Explanation

Question 77 of 119

1

Which application grants users access to a specific catalog?

Select one of the following:

  • Offerings application

  • Catalogs application

  • Security Groups application

Explanation

Question 78 of 119

1

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?

Select one of the following:

  • 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

Explanation

Question 79 of 119

1

Which language can be used in the Automation Scripts application?

Select one of the following:

  • XML

  • Java

  • HTML

  • Jython

Explanation

Question 80 of 119

1

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.)

Select one or more of the following:

  • Priority

  • Vendor

  • Customer

  • Owner Group

  • Service Group

Explanation

Question 81 of 119

1

According to ITIL best practices1 what type of record is created first when a user reports an
abnormal situation?

Select one of the following:

  • Incident

  • Problem

  • Work Order

  • Service Request

Explanation

Question 82 of 119

1

What is a valid status sequence for a Ticket Template?

Select one of the following:

  • Draft> Active > Inactive> Active

  • Draft> Active > Inactive > Revised

  • Draft> Pending > Active> Inactive

  • Draft> Pending > Active> Revised

Explanation

Question 83 of 119

1

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?

Select one of the following:

  • 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

Explanation

Question 84 of 119

1

In IBM SmartCloud Control Desk V7.5, which statement is true when creating services using the
Service Group application?

Select one of the following:

  • 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.

Explanation

Question 85 of 119

1

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?

Select one of the following:

  • 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.

Explanation

Question 86 of 119

1

In IBM SmartCloud Control Desk V7.5, what happens to the associated escalation when a service
level agreement (SLA) is deleted?

Select one of the following:

  • 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.

Explanation

Question 87 of 119

1

A user created a service request using the Self Service Center yesterday. How can they add or update
additional data to the request today?

Select one of the following:

  • add a log entry

  • report a new issue

  • add a request entry

  • update the request template

Explanation

Question 88 of 119

1

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?

Select one of the following:

  • 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

Explanation

Question 89 of 119

1

How is a Response Plan applied from the Offering application?

Select one of the following:

  • 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.

Explanation

Question 90 of 119

1

Which Key Performance Indicator is included with the Service Catalog content?

Select one of the following:

  • Catalog Orders in Approval

  • Service Catalog Waiting for Approval

  • Catalog Orders in Waiting for Approval

  • Service Catalog Service Requests Waiting for Approval

Explanation

Question 91 of 119

1

Which two rules apply to various status conditions when creating questions for surveys? (Choose
two.)

Select one or more of the following:

  • 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.

Explanation

Question 92 of 119

1

Which default workflow is shipped with the product that initiates the approval process for a service
request?

Select one of the following:

  • PMSC_SR3

  • PMSC_LMD3

  • PMSC_APP3

  • PMSC_FMD3

Explanation

Question 93 of 119

1

Which two approvers can be used with the default workflow and sections on the Offering
application? (Choose two.)

Select one or more of the following:

  • Line Manager

  • Asset Manager

  • Financial Manager

  • Fulfillment Manager

  • Service Request Manager

Explanation

Question 94 of 119

1

Which statement is true regarding the deletion of job plans?

Select one of the following:

  • 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.

Explanation

Question 95 of 119

1

There is no New button or action in the Incident application. What is the likely cause?

Select one of the following:

  • 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.

Explanation

Question 96 of 119

1

How can a user create a cart template using the Self Service Center?

Select one of the following:

  • 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

Explanation

Question 97 of 119

1

What is an objective of problem management?

Select one of the following:

  • 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

Explanation

Question 98 of 119

1

When is it possible to create a cart template in IBM SmartCloud Control Desk V7.5?

Select one of the following:

  • 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.

Explanation

Question 99 of 119

1

Which two statements are true about the Catalogs application? (Choose two.)

Select one or more of the following:

  • 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.

Explanation

Question 100 of 119

1

What must a survey have in order to be automatically sent?

Select one of the following:

  • 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

Explanation

Question 101 of 119

1

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?

Select one of the following:

  • 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

Explanation

Question 102 of 119

1

In IBM SmartCloud Control Desk V7.5, what are two default features of a Communication? (Choose
two.)

Select one or more of the following:

  • 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.

Explanation

Question 103 of 119

1

What type of record can be created using the E-mail Listeners application?

Select one of the following:

  • User

  • Invoice

  • Incident

  • Work Order

Explanation

Question 104 of 119

1

An incident may be associated with which two record types? (Choose two.)

Select one or more of the following:

  • Asset

  • Calendar

  • Item Master

  • Purchase Order

  • Configuration Item

Explanation

Question 105 of 119

1

What is the purpose of selecting the Known Error check box?

Select one of the following:

  • 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.

Explanation

Question 106 of 119

1

A solution in which status can be modified in the Solutions application in IBM SmartCloud Control
Desk V7.5?

Select one of the following:

  • In any status

  • Only in Draft status

  • Only in Active status

  • Only in Work in Progress status

Explanation

Question 107 of 119

1

Which statement is true regarding the Priority Matrix?

Select one of the following:

  • 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.

Explanation

Question 108 of 119

1

Which statement is true about the Offering Catalog application?

Select one of the following:

  • 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.

Explanation

Question 109 of 119

1

Which application is used to specify which process will be invoked once a user submits an offering?

Select one of the following:

  • Offerings application

  • Offering Catalog application

  • Process Request application

  • Workflow Designer application

Explanation

Question 110 of 119

1

Which statement is true about the Catalogs?

Select one of the following:

  • 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.

Explanation

Question 111 of 119

1

A service desk agent needs to work on a problem ticket but all the fields are locked. What could be
happening?

Select one of the following:

  • 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.

Explanation

Question 112 of 119

1

When can a survey be deleted?

Select one of the following:

  • 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

Explanation

Question 113 of 119

1

What is a use case for a Ticket Template?

Select one of the following:

  • 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

Explanation

Question 114 of 119

1

Which three default attachment file types are supported by global search? (Choose three.)

Select one or more of the following:

  • .bt

  • .xIs

  • .log

  • .pdf

  • .xml

  • .doc

Explanation

Question 115 of 119

1

Which action is a requirement in order to download and install the Tivoli Remote Diagnostic agent?

Select one of the following:

  • 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.

Explanation

Question 116 of 119

1

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?

Select one of the following:

  • 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.

Explanation

Question 117 of 119

1

What are three purposes of the Offering dialog in the Self Service Center? (Choose three.)

Select one or more of the following:

  • 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

Explanation

Question 118 of 119

1

The Source field indicates how the Service Request was originated. How is the list of possible values
changed?

Select one of the following:

  • 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

Explanation

Question 119 of 119

1

Which two types of launch points are available to create an automation script? (Choose two.)

Select one or more of the following:

  • action

  • object

  • status

  • security

  • escalation

Explanation

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