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QUESTION NO:11

The Start Center’s Help menu provides links to which two resources? (Choose two.)

A. IBM Redbooks

B. Self Service Help

C. StartCenterHelp

D. IBM Electronic Support

E. IBM developerWorks Wiki

Answer: C,D

Explanation:

QUESTION NO:16

An end user logs a service request about an application being down. A service desk agent reviews

the request and determines it is an incident and that this issue has occurred before. What might be

the logical flow of records to resolve this issue long term?

A. Problem, Activities and Tasks, Change

B. Problem, Change, Release, and Work Order

C. Problem, Work Order, Change, and Job Plan Tasks

D. Problem, Process Request, Change, and Work Order

Answer: A

Explanation:

QUESTION NO:9

What is a responsibility of the Service Catalog Designer?

4

A. To define which services are available to which users

B. To provide Service Level Agreement details for catalog entries

C. To determine which catalog views should be added or deleted

D. To keep the entries aligned with the services in the IT Portfolio

Answer: D

Explanation:

QUESTION NO:8

Which statement is true regarding Work Type settings?

A. Start and Complete Status are mandatory fields to create a work type.

B. Work types can be defined Work Order, Change, Release, and Process Request record types.

C. In order for Work Type settings to be available a restart of the MXServer application server is

required.

D. To access Work Type settings go to Administration> Organizations, find the desired

Organization then Select Action> Labor Options > Work Type.

Answer: C

Explanation:

QUESTION NO:10

Which application is used in IBM SmartCloud Control Desk V7.5 to configure an event that is

triggered when a record is found that meets the conditions defined by an escalation point or

workflow process?

A. Actions

B. Automation Scripts

C. Activities and Tasks

D. Service Level Agreements

Answer: A

Explanation:

QUESTION NO:13

Which process changes the definition of a Configuration Items?

A. Change Management

B. Release Management

C. Configuration Management

D. Configuration Items Management

Answer: C

Explanation:

QUESTION NO:12

Which ticket type must be used to investigate the underlying cause of a set of issues?

5

A. Incident

B. Solution

C. Problem

D. Process Request

Answer: C

Explanation:

QUESTION NO:15

Where can a user find the application to manage authorized assets?

A. Assets module, Assets application

6

B. Assets module, Authorized Assets application

C. IT Infrastructure module, Reconciliation application

D. IT Infrastructure module, Authorized Assets application

Answer: A

Explanation:

QUESTION NO:2

What are two virtual machine images that must be deployed to implement the IBM SmartCloud

Control Desk VM Image solution? (Choose two.)

A. IBM DB2 virtual machine

B. IBM Tivoli Directory Server virtual machine

C. Administrative Workstation virtual machine

D. IBM Tivoli Integration Composer virtual machine

E. IBM WebSphere Application Server virtual machine

Answer: A,E

Explanation:

QUESTION NO:1

By default, what are three of the required fields in a bulletin board message? (Choose three.)

A. Subject

B. Message

C. Message ID

D. Organization

E. Person Group

F. Expiration Date

Answer: A,C,F

Explanation:

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