IBM SmartCloud Control Desk V7.5 Service Request Management Implementation Set 3

1.

According to ITIL best practices1 what type of record is created first when a user reports an abnormal situation?

Incident Problem Work Order Service Request

2.

What is a valid status sequence for a Ticket Template?

Draft> Active > Inactive> Active Draft> Active > Inactive > Revised Draft> Pending > Active> Inactive Draft> Pending > Active> Revised

3.

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

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

4.

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

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.

5.

The intranet service is down at a customer

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 activitiesassociated with this problem record. Create one service request as Originator. Then create new incidents for each related call as Follow Upusing the Select Action menu. Create one new incident record for each call and set it as Generic. When the issue is fixed, create oneglobal Solution and associated it with all incident records.

6.

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

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.

7.

A user created a service request using the Self Service Center yesterday. How can they add or update additional data to the request today?

add a log entry report a new issue add a request entry update the request template

8.

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?

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

9.

How is a Response Plan applied from the Offering application?

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 appropriateResponse Plan.

10.

Which Key Performance Indicator is included with the Service Catalog content?

Catalog Orders in Approval Service Catalog Waiting for Approval Catalog Orders in Waiting for Approval Service Catalog Service Requests Waiting for Approval

IBM SmartCloud Control Desk V7.5 Service Request Management Implementation Set 3

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IBM SmartCloud Control Desk V7.5 Service Request Management Implementation Set 3

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