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Q31. Which statement best describes the Service Request Management functionality in IBM SmartCloud Control Desk V7.5?
A. A tool that provides end-to-end IT and Enterprise asset lifecycle management on a single integrated platform.
B. A tool that enables users to request, deploy, monitor and manage cloud computing services. It also provides traceable approvals and processes.
C. A tool that helps customers manage, audit, and coordinate change and configuration management processes using user interlaces and workflows that facilitate cross-silo cooperation.
D. A tool that provides a comprehensive and modular approach to integrated service desk and service catalog management enabling IT personnel to improve the efficiency of service delivery and to drive down operating costs.
Answer: D
Q32. Which three middleware components are mandatory with an IBM SmartCloud Control Desk installation? (Choose three.)
A. Web Server
B. Directory Server
C. Database Server
D. Application Server
E. Integration Composer
F. Deplorer’s Workbench
Answer: A,C,D
Q33. Which IBM SmartCloud Control Desk edition would include applications and capabilities to manage the data centers of multiple customers?
A. Everyplace
B. Entry Edition
C. Service Provider offering
D. IBM SmartCloud Control Desk
Answer: C
Q34. Which ticket type must be used to investigate the underlying cause of a set of issues?
A. Incident
B. Solution
C. Problem
D. Process Request
Answer: C
Q35. Configuration items with relationships and configuration management processes can support many applications in IBM SmartCloud Control Desk V7.5. Which three application are likely to be supported? (Choose three.)
A. Change
B. Incident
C. Inventory
D. Workflow
E. Work Order
F. Service Request
Answer: A,B,F
Renewal C9560-652 actual test:
Q36. Which action can update Actual Configuration Items (CI) information?
A. Promotion
B. Asset/CI Link
C. Update Promotion
D. IBM Tivoli Integration Composer Data Load
Answer: D
Q37. A manager needs to set up a new employee. Using the Self Service Center, what action can the manager take for this type of fulfillment request?
A. Request a New Service - Request a new asset or service
B. Create Request- Description and details of the new request
C. Report an Issue - Create a new service request to report an issue
D. Frequent Request- Easy access to the services most often requested
Answer: A
Q38. Which three tasks are available in the IBM SmartCloud Control Desk Entry Edition? (Choose three.)
A. Importing data
B. Managing changes
C. Managing IT assets
D. Administering self-service
E. Managing configuration items
F. Working with incidents and problems
Answer: B,D,F
Q39. Which steps are required for a service desk agent to view all service requests reported by user J.DOE?
A. Go to the Service Desk module, open the Global Search application, type J. DOE in the search field, and click Search.
B. Go to the Security module, open the Users application, open the J.DOE record, and navigate to Service Requests tab.
C. Go to the Service Desk module, open the Service Requests application, type =. DOE in the Reported By field, and click Enter.
D. For security purposes, a default installation of IBM SmartCloud Control Desk allows service desk agents to see only service requests they have worked on.
Answer: C
Q40. What are three types of IBM SmartCloud Control Desk offerings? (Choose three.)
A. Action
B. Descriptive
C. Work Order
D. Work Request
E. Service Catalog
F. Service Request
Answer: A,B,F