IBM C9560-656 Exam Practice Test Instant Access

Question 1

There is an option to request a new service in the standard Self Service Center. What must be modified in order to change the contents of its description?

Athe configuration file of the Self Service Center

Bthe description in the Application Designer application

Cthe Java Bean class for the Self Service Center application

Dthe MAXMESSAGES table from the Database Configuration application

Answer : D

Question 2

Which application grants users access to a specific catalog?

AOfferings application

BCatalogs application

CSecurity Groups application

DCatalog Offerings application

Answer : C

Question 3

Which field can be defined on a Ticket Template?

AVendor

BSource

CCustomer

DService Level Agreement

Answer : A

Question 4

Notifications can be sent to users to inform them of catalog requests status only when which configuration has been completed?

AThe e-mail feature turned on in IBM WebSphere or Oracle WebLogic

BA mail server on the same system as IBM SmartCloud Control Desk

CA valid host name or IP address in the mail.smtp.host system property

DA valid DNS server host name or IP address in the maximo.property file

Answer : C

Question 5

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

AIncident

BProblem

CWork Order

DService Request

Answer : D

Question 6

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

AIntegration with Problem, Change, and Release Management processes.

BPredefined Service Level Agreements to ensure measurable service delivery.

CITIL aligned best practice processes to support service request management.

DA clearly defined system administrator role supported by dedicated start centers and security groups to align with the functions of the role.

Answer : C

Question 7

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

AResolve the issue quickly

BRestore the service quickly

CDetermine what caused the abnormal condition

DDocument the interaction between the service desk agent and the user

Answer : B

IBM SmartCloud Control Desk V7.5 Service Request Management Implementation C9560-656 Exam Practice Test