IBM SmartCloud Control Desk V7.5 Service Request Management Implementation Set 1

1.

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

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

2.

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

Draft Closed Inactive Pending

3.

Which field is mandatory when creating a new Response Plan?

Ranking Conditions Description Response Plan Administrator

4.

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

New Create Update Activate

5.

What is the Priority Matrix used for?

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

6.

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?

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

7.

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

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

8.

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

Attribute Free form Mandatory Check Box Combo Box

9.

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

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.

10.

The View Catalog Request application is used for what purpose?

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

IBM SmartCloud Control Desk V7.5 Service Request Management Implementation Set 1

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IBM SmartCloud Control Desk V7.5 Service Request Management Implementation Set 1

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