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Entrenamiento Mpr ITIL 01 (119)

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Quiz on Entrenamiento Mpr ITIL 01 (119), created by jose martinez on 14/03/2019.
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Quiz by jose martinez, updated more than 1 year ago
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Resource summary

Question 1

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

Question 2

Question
A survey must be in which status in order to make and apply updates?
Answer
  • Draft
  • Closed
  • Inactive
  • Pending

Question 3

Question
Which field is mandatory when creating a new Response Plan?
Answer
  • Ranking
  • Conditions
  • Description
  • Response Plan Administrator

Question 4

Question
What type of event can be associated with an object launch point?
Answer
  • New
  • Create
  • Update
  • Activate

Question 5

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

Question 6

Question
What is the Priority Matrix used for?
Answer
  • 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

Question 7

Question
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?
Answer
  • 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

Question 8

Question
In IBM SmartCloud Control Desk V7.5, which two applications can be filtered by individual service or service group? (Choose two.)
Answer
  • Users
  • Actions
  • Contracts
  • User Groups
  • Work Orders

Question 9

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

Question 10

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

Question 11

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

Question 12

Question
What two type of questions are available when creating question and answer sets for surveys? (Choose two.)
Answer
  • Attribute
  • Free form
  • Mandatory
  • Check Box
  • Combo Box

Question 13

Question
Which three pieces of information may be stored on a Ticket Template and applied to a Service Request? (Choose three.)
Answer
  • Owner Group
  • Classification
  • Internal Priority
  • Affected Person
  • Reported Priority
  • Service Level Agreement

Question 14

Question
Which statement is true about adding keywords to a solutions record?
Answer
  • 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.

Question 15

Question
The View Catalog Request application is used for what purpose?
Answer
  • 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

Question 16

Question
In IBM SmartCloud Control Desk V7.5, which two types of records can be related to a service group? (Choose two.)
Answer
  • Users
  • Assets
  • Access
  • Locations
  • Time Zones

Question 17

Question
What is a valid status sequence for a Response Plan?
Answer
  • Draft> Active > Inactive> Active
  • New> Active> Inactive > Revised
  • Draft> Pending > Active> Inactive
  • New> Pending> Active > Revised

Question 18

Question
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?
Answer
  • 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.

Question 19

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

Question 20

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

Question 21

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

Question 22

Question
Which statement is true about the Self Service Center?
Answer
  • 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.

Question 23

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

Question 24

Question
What is the purpose of the Update Tool with Service Catalog optional content?
Answer
  • 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.

Question 25

Question
Which cron task is used to index ticket1 solution, and service catalog records and make them available in the Global Search application?
Answer
  • BBCron
  • LSNP0RQN
  • PmSolutionCron
  • PmobjSearchCron

Question 26

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

Question 27

Question
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.)
Answer
  • Trial
  • Draft
  • Active
  • Inactive
  • Template
  • Suspended

Question 28

Question
What is a potential benefit related to using Service Desk optional content?
Answer
  • 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.

Question 29

Question
Which two applications use catalogs to allow users to search for and order services? (Choose two.)
Answer
  • Offerings
  • Catalogs
  • Offering Catalog
  • Self Service Center
  • Create Service Request

Question 30

Question
Which statement is true regarding activities and response plans?
Answer
  • 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.

Question 31

Question
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?
Answer
  • 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.

Question 32

Question
What data is stored in the Ticket table?
Answer
  • Task records
  • Solution records
  • Ticket Template records
  • Service Request records

Question 33

Question
Which two IBM SmartCloud Control Desk V7.5 objects can be used to control how a Service Request offering is fulfilled? (Choose two.)
Answer
  • Actions
  • Workflow
  • Escalation
  • Work Order
  • Response Plan

Question 34

Question
In IBM SmartCloud Control Desk V7.5, which two fields can use substitution variables in the Communication Templates application? (Choose two.)
Answer
  • To
  • Subject
  • Reply To
  • Message
  • Send From

Question 35

Question
What type of record is required for the E-mail Listener application to process an incoming e-mail message?
Answer
  • user
  • person
  • administrator
  • a valid e-mail address from the sender

Question 36

Question
Which field can be defined on a Ticket Template?
Answer
  • Vendor
  • Source
  • Customer
  • Service Level Agreement

Question 37

Question
What must be true for a Ticket Template to be applied to a ticket?
Answer
  • 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.

Question 38

Question
Which statement is true regarding tasks on job plans?
Answer
  • 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.

Question 39

Question
Which statement is true regarding search functions?
Answer
  • 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.

Question 40

Question
What is the purpose of creating a problem record?
Answer
  • 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

Question 41

Question
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?
Answer
  • 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

Question 42

Question
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?
Answer
  • 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.

Question 43

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

Question 44

Question
Which statement is true of statuses on job plans?
Answer
  • 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.

Question 45

Question
When a Ticket Template includes a Job Plan and is applied to an Incident, where will the tasks be listed?
Answer
  • On the Log tab
  • On the Activities tab
  • On the Specifications tab
  • On a work order listed on the Related Records tab

Question 46

Question
Which feature remains disabled by activating the mxe.LDAPUserMgmt property when using the LDAP-based authentication configuration?
Answer
  • Create users
  • Self-registration
  • Update user information
  • Add and delete security groups

Question 47

Question
Where can a user with proper privileges go to remove the My Requests section from the Self Service Center application?
Answer
  • the System Properties application
  • the Application Designer application
  • the configuration file for Self Service Center
  • the Self Service Center Configuration application

Question 48

Question
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?
Answer
  • 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.

Question 49

Question
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?
Answer
  • Tivoli Screen Capture agent
  • Tivoli Remote Access agent
  • Tivoli Diagnostics Control agent
  • Tivoli Remote Diagnostics agent

Question 50

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

Question 51

Question
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.)
Answer
  • SR
  • PERSON
  • INCIDENT
  • WORELEASE
  • PMSCOFFERING

Question 52

Question
The Weight field is used in the calculation of which option when working with questions for surveys?
Answer
  • survey reports
  • user responses
  • question ratings
  • ordering the questions in a survey

Question 53

Question
What needs to be defined in order to create an Offering?
Answer
  • at least one Catalog
  • at least one Workflow
  • at least one Classification
  • at least one Ticket Template

Question 54

Question
What is the purpose of the Automation Scripts application?
Answer
  • 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

Question 55

Question
Which statement is true about deleting cart templates in the Cart Template application?
Answer
  • 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.

Question 56

Question
What does the Catalogs application manage?
Answer
  • offerings in specific catalogs
  • user access to specific offerings
  • user access to specific catalogs
  • to specify an image for a specific catalog

Question 57

Question
What are two valid statuses of a solution in the Solutions application in IBM SmartCloud Control Desk V7.5? (Choose two.)
Answer
  • Trial
  • Test
  • Draft
  • Active
  • Suspended

Question 58

Question
Which application specifies the default workflow for Service Request Fulfillment Manager Approval?
Answer
  • Catalog application
  • Offerings application
  • Organizations application
  • Workflow Designer application

Question 59

Question
Which two workflow types can be specified on a Service Catalog offering for service request fulfillment? (Choose two.)
Answer
  • Default
  • Job Plan
  • Sub-process
  • User Defined
  • Response Plan

Question 60

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

Question 61

Question
The Service Catalog offering fulfillment process supports which three actions? (Choose three.)
Answer
  • Create a Change
  • Relate a Solution
  • Create an Incident
  • Create a Work Order
  • Apply a Ticket Template
  • Assign and Notify an Owner

Question 62

Question
Which user must be used to delete the Incident queries installed from the Service Desk content?
Answer
  • any user
  • a database user
  • only MAXADMIN
  • only the user that created the query

Question 63

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

Question 64

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

Question 65

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

Question 66

Question
Which two criteria can be applied in the Response Plan application? (Choose two.)
Answer
  • Assign Labor
  • Apply Solution
  • Apply Security
  • Assign Vendor
  • Assign Material

Question 67

Question
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?
Answer
  • 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.

Question 68

Question
Which two record types can be found when a user performs a search in the Self Service Global Search application? (Choose two.)
Answer
  • Offering
  • Incident
  • Problem
  • Work Order
  • Service Request

Question 69

Question
A Response Plan can be applied by which object?
Answer
  • Action
  • Quick Insert
  • Price Schedule
  • Service Level Agreement

Question 70

Question
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.)
Answer
  • Time Calendar
  • Custom Calendar
  • Frequency Calendar
  • Applies To Calendar
  • Calculation Calendar

Question 71

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

Question 72

Question
The Internal Priority of a problem is determined by which two fields? (Choose two.)
Answer
  • Impact
  • Urgency
  • Target Finish Date
  • Affected By Person
  • Service Level Agreement

Question 73

Question
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?
Answer
  • 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

Question 74

Question
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?
Answer
  • 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.

Question 75

Question
Which statement is true regarding organization and site on a job plan?
Answer
  • both organization and site are optional
  • both organization and site are mandatory
  • organization is optional, site is mandatory
  • organization is mandatory, site is optional

Question 76

Question
Which statement is true about cart templates in IBM SmartCloud Control Desk V7.5?
Answer
  • They group customers.
  • They group work orders.
  • They group offerings that are commonly ordered.
  • They group shopping carts that are commonly submitted.

Question 77

Question
Which application grants users access to a specific catalog?
Answer
  • Offerings application
  • Catalogs application
  • Security Groups application

Question 78

Question
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?
Answer
  • 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

Question 79

Question
Which language can be used in the Automation Scripts application?
Answer
  • XML
  • Java
  • HTML
  • Jython

Question 80

Question
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.)
Answer
  • Priority
  • Vendor
  • Customer
  • Owner Group
  • Service Group

Question 81

Question
According to ITIL best practices1 what type of record is created first when a user reports an abnormal situation?
Answer
  • Incident
  • Problem
  • Work Order
  • Service Request

Question 82

Question
What is a valid status sequence for a Ticket Template?
Answer
  • Draft> Active > Inactive> Active
  • Draft> Active > Inactive > Revised
  • Draft> Pending > Active> Inactive
  • Draft> Pending > Active> Revised

Question 83

Question
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?
Answer
  • 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

Question 84

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

Question 85

Question
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?
Answer
  • 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.

Question 86

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

Question 87

Question
A user created a service request using the Self Service Center yesterday. How can they add or update additional data to the request today?
Answer
  • add a log entry
  • report a new issue
  • add a request entry
  • update the request template

Question 88

Question
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?
Answer
  • 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

Question 89

Question
How is a Response Plan applied from the Offering application?
Answer
  • 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.

Question 90

Question
Which Key Performance Indicator is included with the Service Catalog content?
Answer
  • Catalog Orders in Approval
  • Service Catalog Waiting for Approval
  • Catalog Orders in Waiting for Approval
  • Service Catalog Service Requests Waiting for Approval

Question 91

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

Question 92

Question
Which default workflow is shipped with the product that initiates the approval process for a service request?
Answer
  • PMSC_SR3
  • PMSC_LMD3
  • PMSC_APP3
  • PMSC_FMD3

Question 93

Question
Which two approvers can be used with the default workflow and sections on the Offering application? (Choose two.)
Answer
  • Line Manager
  • Asset Manager
  • Financial Manager
  • Fulfillment Manager
  • Service Request Manager

Question 94

Question
Which statement is true regarding the deletion of job plans?
Answer
  • 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.

Question 95

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

Question 96

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

Question 97

Question
What is an objective of problem management?
Answer
  • 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

Question 98

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

Question 99

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

Question 100

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

Question 101

Question
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?
Answer
  • 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

Question 102

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

Question 103

Question
What type of record can be created using the E-mail Listeners application?
Answer
  • User
  • Invoice
  • Incident
  • Work Order

Question 104

Question
An incident may be associated with which two record types? (Choose two.)
Answer
  • Asset
  • Calendar
  • Item Master
  • Purchase Order
  • Configuration Item

Question 105

Question
What is the purpose of selecting the Known Error check box?
Answer
  • 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.

Question 106

Question
A solution in which status can be modified in the Solutions application in IBM SmartCloud Control Desk V7.5?
Answer
  • In any status
  • Only in Draft status
  • Only in Active status
  • Only in Work in Progress status

Question 107

Question
Which statement is true regarding the Priority Matrix?
Answer
  • 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.

Question 108

Question
Which statement is true about the Offering Catalog application?
Answer
  • 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.

Question 109

Question
Which application is used to specify which process will be invoked once a user submits an offering?
Answer
  • Offerings application
  • Offering Catalog application
  • Process Request application
  • Workflow Designer application

Question 110

Question
Which statement is true about the Catalogs?
Answer
  • 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.

Question 111

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

Question 112

Question
When can a survey be deleted?
Answer
  • 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

Question 113

Question
What is a use case for a Ticket Template?
Answer
  • 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

Question 114

Question
Which three default attachment file types are supported by global search? (Choose three.)
Answer
  • .bt
  • .xIs
  • .log
  • .pdf
  • .xml
  • .doc

Question 115

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

Question 116

Question
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?
Answer
  • 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.

Question 117

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

Question 118

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

Question 119

Question
Which two types of launch points are available to create an automation script? (Choose two.)
Answer
  • action
  • object
  • status
  • security
  • escalation
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