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IBM SmartCloud Control Desk V7.5 Service Request Management Implementation Questions and Answers

Question 1

Which field is mandatory when creating a new Response Plan?

Options:

A.

Ranking

B.

Conditions

C.

Description

D.

Response Plan Administrator

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Question 2

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?

Options:

A.

Only e-mails associated to Communication templates are stored.

B.

Only e-mails created using the Select Action menu are stored and keep associations to Service Requests or Incidents.

C.

Communication associated with an escalation or workflow are stored and keep an association to Service Requests or Incidents.

D.

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 3

Which statement is true about the Self Service Center?

Options:

A.

Users with proper access must rebuild the maximo.ear file to remove a section.

B.

Users with proper access can modify the number of sections in the Application Designer.

C.

Users with proper access can modify the content of each section in the Application Designer.

D.

Users with proper access can modify the background of this application in the Application Designer.

Question 4

Which statement is true regarding search functions?

Options:

A.

It is possible to select additional attributes to search in the Global Search application.

B.

It is possible to select additional objects/classes to search in the Global Search application.

C.

It is possible to select additional attributes to search in the Self Service Global Search application.

D.

It is possible to select additional objects/classes to search in the Self Service Global Search application.

Question 5

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

Options:

A.

Owner Group

B.

Classification

C.

Internal Priority

D.

Affected Person

E.

Reported Priority

F.

Service Level Agreement

Question 6

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

Options:

A.

Trial

B.

Test

C.

Draft

D.

Active

E.

Suspended

Question 7

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.)

Options:

A.

SR

B.

PERSON

C.

INCIDENT

D.

WORELEASE

E.

PMSCOFFERING

Question 8

Which statement is true regarding tasks on job plans?

Options:

A.

Tasks can contain a nested job plan.

B.

Tasks can be added to job plans to track actuals.

C.

The sequence is auto-generated when a task is added to a job plan.

D.

Estimates can be added for labor, materials, service groups, and tools for the task.

Question 9

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

Options:

A.

Catalog application

B.

Offerings application

C.

Organizations application

D.

Workflow Designer application

Question 10

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

Options:

A.

Line Manager

B.

Asset Manager

C.

Financial Manager

D.

Fulfillment Manager

E.

Service Request Manager

Question 11

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?

Options:

A.

The classification is not in an Active status.

B.

The Service Request object is not listed in the Use With section.

C.

The correct security rights are not granted to the Classification application.

D.

The application server must be restarted before new classifications are available for use.

Question 12

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

Options:

A.

.bt

B.

.xIs

C.

.log

D.

.pdf

E.

.xml

F.

.doc

Question 13

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?

Options:

A.

Change the status to Approved for each communication template.

B.

Enable the flag Comm log Entry for each communication template.

C.

Set the field Accessible From as ALL or APPS for each communication template.

D.

Associate each communication template to Service Request in the Use With section.

Question 14

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

Options:

A.

questions, an escalation, and be set to Active status

B.

questions, an object it applies to, and the condition to be met

C.

an object the survey applies to, an escalation value, and the status set to Enabled

D.

be set to Active status, apply to an object, and have defined the condition to be met

Question 15

What is an objective of problem management?

Options:

A.

to resolve unknown issues reactively

B.

to resolve the root causes of incidents

C.

to create problem records to capture known issues

D.

to restore normal service operation as quickly as possible

Question 16

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

Options:

A.

Impact

B.

Urgency

C.

Target Finish Date

D.

Affected By Person

E.

Service Level Agreement

Question 17

In the Self Service property file, link defines a function that is available in the Self Service Center. What does the x refer to?

Options:

A.

The name of the function

B.

The name of the application

C.

The position of this function in the menu

D.

The name of the process that will be linked to the Self Service Center

Exam Detail
Vendor: IBM
Certification: IBM Other Certification
Exam Code: C9560-656
Exam Name: IBM SmartCloud Control Desk V7.5 Service Request Management Implementation
Last Update: Dec 22, 2024
C9560-656 Question Answers
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Total 119 questions
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