IBM SmartCloud Control Desk V7.5 Service Request Management Implementation

1.

Which statement is true about the Self Service Center?

Users with proper access must rebuild the maximo.ear file to remove a section. Users with proper access can modify the number of sections in the Application Designer. Users with proper access can modify the content of each section in the Application Designer. Users with proper access can modify the background of this application in the Application Designer.

2.

Which feature in IBM SmartCloud Control Desk V7.5 helps a service desk agent create incidents quickly?

A job plan that provides a template to standardize work tasks. A web macro function that records all the actions and can be re-run to perform repeatable tasks. Multiple ticket templates applied to the same incident save time and make operations more efficient. A simplified view containing few fields where it is possible to pick one common request as a template.

3.

What is the purpose of the Update Tool with Service Catalog optional content?

It is used to install the optional content after the IBM SmartCloud Control Desk V7.5 implementation. It is used to uninstall the optional content after the IBM SmartCloud Control Desk V7.5 implementation. It can be used to modify the service content data to reference a different organization, site, set, andvendor. It can be used to add the additional Service Catalog process content available from the IntegratedService Management Library.

4.

Which cron task is used to index ticket1 solution, and service catalog records and make them available in the Global Search application?

BBCron LSNP0RQN PmSolutionCron PmobjSearchCron

5.

In IBM SmartCloud Control Desk V7.5, which statement is true about escalation activation for a specific Service Level Agreement (SLA)?

An escalation can be activated if its validation fails. When the status of a SLA is changed, the associated escalation changes status automatically. When the Activate/Deactivate Escalation action is used to activate the escalation, the associated SLAchanges status. When an escalation is created for an active SLA, the Activate/Deactivate Escalation action must beused to activate the escalation.

6.

What is a potential benefit related to using Service Desk optional content?

Integration with Problem, Change, and Release Management processes. Predefined Service Level Agreements to ensure measurable service delivery. ITIL aligned best practice processes to support service request management. A clearly defined system administrator role supported by dedicated start centers and security groups toalign with the functions of the role.

7.

Which statement is true regarding activities and response plans?

Activities specified on response plans are copied over to the service request(SR) when the response plans is applied. Activities specified on the job plan associated with a response plan are copied over to the SR when theresponse plan is applied. Activities specified on the solution associated with a response plan are copied over to the SR when theresponse plan is applied. Activities specified on the Ticket Template associated with a response plan are copied over to the SRwhen the response plan is applied.

8.

A user opens an existing problem and wants to be assigned as the owner but there is no Take Ownership button or action. What is the most likely cause?

The problem is in an active workflow and cannot be changed. The user has recently changed his or her password and must first log out. The user is not in a security group with the option Take Ownership granted. The problem is already assigned to another user and cannot be reassigned.

9.

What data is stored in the Ticket table?

Task records Solution records Ticket Template records Service Request records

10.

What type of record is required for the E-mail Listener application to process an incoming e-mail message?

user person administrator a valid e-mail address from the sender

IBM SmartCloud Control Desk V7.5 Service Request Management Implementation

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IBM SmartCloud Control Desk V7.5 Service Request Management Implementation

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