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QUESTION NO:24

Which cron task is used to index ticket1 solution, and service catalogrecords and make

them available in the Global Search application?

A. BBCron

B. LSNP0RQN

C. PmSolutionCron

D. PmobjSearchCron

Answer: D

QUESTION NO:6

What is the Priority Matrix used for?

A. To set the Internal Priority based on Impact and Urgency

B. To set the External Priority based on Impact and Urgency

C. To set the Internal Priority based on Impact and Reported Priority

D. To set the External Priority based on Impact and Reported Priority

Answer: A

QUESTION NO:16

In IBM SmartCloud Control Desk V7.5, which two types of records can be related to a

service group? (Choose two.)

A. Users

6

B. Assets

C. Access

D. Locations

E. Time Zones

Answer: B,D

QUESTION NO:14

Which statement is true about addingkeywords to a solutions record?

A. New keywords can only be added by the owner of the solution.

B. New keywords can only be added from the Domains application.

C. New keywords can only be added from the Solutions application.

D. The keywords list ispredefined during implementation and cannot be modified.

Answer: C

QUESTION NO:7

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 recordbefore it is

resolved. What should be done to accomplish this?

3

A. Create an incident and check Is Known Error check box

B. Add a reference to the problem in the Incident Work Log

C. Use the Select Action menu to create a problem from incident record

D. Use the Failure Reporting tab to create a problem record and associates it with the

incident

Answer: C

QUESTION NO:11

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

A. To grant administrative rights to offerings

B. To define the approvals for the Offering Fulfillmentprocess

C. To define which catalogs the specific offering is a member of

D. To create a process that will be followed once the offering is approved

E. To create a process that will be followed once the offering is requested

Answer: B,C

QUESTION NO:20

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

an incident?

A. Resolve the issue quickly

B. Restore the service quickly

C. Determine what caused the abnormal condition

D. Document the interaction between the service desk agent and the user

Answer: B

QUESTION NO:10

What are two methods to place a new Service Request (SR) under a Service Level

Agreement (SLAy? (Choose two.)

4

A. The SLA is applied with an action within a workflow.

B. Click the Apply SLA action from the Select Action menu.

C. A ticket template includes a SLAt0 be applied to the SR.

D. A SLA is defined as part of the classification used on the SR.

E. The self-service user selects a valid SLA when creating a new SR.

Answer: A,B

QUESTION NO:2

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

A. Draft

B. Closed

C. Inactive

D. Pending

Answer: A

QUESTION NO:15

The View Catalog Request application is used for what purpose?

A. To view and manage all service requests

B. To view and manage all service requests for a user

C. To view and manage submitted requests for available offerings for a user

D. To view and manage submitted requests for available catalogs for a user

Answer: C

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