Testking offers free demo for C9560-656 exam. "IBM SmartCloud Control Desk V7.5 Service Request Management Implementation", also known as C9560-656 exam, is a IBM Certification. This set of posts, Passing the IBM C9560-656 exam, will help you answer those questions. The C9560-656 Questions & Answers covers all the knowledge points of the real exam. 100% real IBM C9560-656 exams and revised by experts!
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Q11. Notifications can be sent to users to inform them of catalog requests status only when which configuration has been completed?
A. The e-mail feature turned on in IBM WebSphere or Oracle WebLogic
B. A mail server on the same system as IBM SmartCloud Control Desk
C. A valid host name or IP address in the mail.smtp.host system property
D. A valid DNS server host name or IP address in the maximo.property file
Answer: C
Q12. What is the purpose of creating a problem record?
A. to send an e-mail communication to a user with the status of their issue
B. to enable the connection between an Incident record and a Change record
C. to escalate an incident to a problem team when a more difficult technical solution or change to a production environment is required for resolution
D. to capture an unknown, underlying cause of one or more incidents so that similar incidents in the future are prevented or have a lesser business impact
Answer: D
Q13. According to ITIL best practices, what is the primary goal when service desk staff works on an incident?
A. Resolve the issue quickly
B. Restore the service quickly
C. Determine what caused the abnormal condition
D. Document the interaction between the service desk agent and the user
Answer: B
Q14. In IBM SmartCloud Control Desk V7.5, what are two default features of a Communication? (Choose two.)
A. Formatted text and images can be used in the e-mail message.
B. A person’s e-mail addresses can be added in the address book.
C. A communication log stores details of the e-mail message and any attachments.
D. An approval process ensures the communication template can be used only on Approved status.
E. The calendar associated to the Communication Template can be configured to send e-mails only during business hours.
Answer: A,C
Q15. In IBM SmartCloud Control Desk V7.5, which two applications can be filtered by individual service or service group? (Choose two.)
A. Users
B. Actions
C. Contracts
D. User Groups
E. Work Orders
Answer: C,E
Q16. What does the Catalogs application manage?
A. offerings in specific catalogs
B. user access to specific offerings
C. user access to specific catalogs
D. to specify an image for a specific catalog
Answer: A
Q17. What is a valid status sequence for a Ticket Template?
A. Draft> Active > Inactive> Active
B. Draft> Active > Inactive > Revised
C. Draft> Pending > Active> Inactive
D. Draft> Pending > Active> Revised
Answer: A
Q18. Which statement is true about the Offering Catalog application?
A. Users can create and manage offerings.
B. Users can create and manage offering catalogs.
C. Users can submit requests for available offerings.
D. Users can manage user access to specific offerings.
Answer: C
Q19. The Service Catalog offering fulfillment process supports which three actions? (Choose three.)
A. Create a Change
B. Relate a Solution
C. Create an Incident
D. Create a Work Order
E. Apply a Ticket Template
F. Assign and Notify an Owner
Answer: A,D,E
Q20. What are two methods to place a new Service Request (SR) under a Service Level Agreement (SLAy? (Choose two.)
A. The SLA is applied with an action within a workflow.
B. Click the Apply SLA action from the Select Action menu.
C. A ticket template includes a SLAt0 be applied to the SR.
D. A SLA is defined as part of the classification used on the SR.
E. The self-service user selects a valid SLA when creating a new SR.
Answer: A,B