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2021 Aug C9560-656 exam question
Q31. How does a service desk agent report the labor time spent for each activity related to resolving a problem?
A. Use the Time Tracking section
B. Apply a Service Level Agreement to the problem ticket
C. Add the labor, start time, and end time in the Failure Reporting tab
D. Use the buttons Start Timer and Stop Timer in the Problem application
Answer: A
Q32. How is a Response Plan applied from the Offering application?
A. The fulfillment workflow must be edited to apply a Response Plan.
B. Response Plans can only be applied manually after the Service Request has been created.
C. Each offering can specify a Response Plan to be applied after all approvals have been completed.
D. The Response Plan workflow initiates the Apply Response Plan action which selects the appropriate Response Plan.
Answer: D
Q33. 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?
A. the configuration file of the Self Service Center
B. the description in the Application Designer application
C. the Java Bean class for the Self Service Center application
D. the MAXMESSAGES table from the Database Configuration application
Answer: D
Q34. Which cron task is used to index ticket1 solution, and service catalog records and make them available in the Global Search application?
A. BBCron
B. LSNP0RQN
C. PmSolutionCron
D. PmobjSearchCron
Answer: D
Q35. 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?
A. modification of the global system property only
B. modification in the Security Groups application only
C. modification in the Person Group and Database Configuration applications
D. modification of the global system property and in the Security Groups application
Answer: B
Up to date C9560-656 test preparation:
Q36. What is a valid status sequence for a Response Plan?
A. Draft> Active > Inactive> Active
B. New> Active> Inactive > Revised
C. Draft> Pending > Active> Inactive
D. New> Pending> Active > Revised
Answer: A
Q37. What is a potential benefit related to using Service Desk optional content?
A. Integration with Problem, Change, and Release Management processes.
B. Predefined Service Level Agreements to ensure measurable service delivery.
C. ITIL aligned best practice processes to support service request management.
D. A clearly defined system administrator role supported by dedicated start centers and security groups to align with the functions of the role.
Answer: C
Q38. Which two workflow types can be specified on a Service Catalog offering for service request fulfillment? (Choose two.)
A. Default
B. Job Plan
C. Sub-process
D. User Defined
E. Response Plan
Answer: A,E
Q39. Which default workflow is shipped with the product that initiates the approval process for a service request?
A. PMSC_SR3
B. PMSC_LMD3
C. PMSC_APP3
D. PMSC_FMD3
Answer: A
Q40. Which three pieces of information may be stored on a Ticket Template and applied to a Service Request? (Choose three.)
A. Owner Group
B. Classification
C. Internal Priority
D. Affected Person
E. Reported Priority
F. Service Level Agreement
Answer: A,B,C