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Q1. Which two criteria can be applied in the Response Plan application? (Choose two.)
A. Assign Labor
B. Apply Solution
C. Apply Security
D. Assign Vendor
E. Assign Material
Answer: B,D
Q2. An incident may be associated with which two record types? (Choose two.)
A. Asset
B. Calendar
C. Item Master
D. Purchase Order
E. Configuration Item
Answer: A,E
Q3. Under what circumstance should an incident be made global by checking the Global Incident check box?
A. when an incident is related to a problem
B. when the Affected By person is a Very Important Person
C. when an incident affects many users or causes other issues
D. when an incident needs to be managed by teams in different countries
Answer: C
Q4. According to ITIL best practices1 what type of record is created first when a user reports an
abnormal situation?
A. Incident
B. Problem
C. Work Order
D. Service Request
Answer: D
Q5. Which statement is true about cart templates in IBM SmartCloud Control Desk V7.5?
A. They group customers.
B. They group work orders.
C. They group offerings that are commonly ordered.
D. They group shopping carts that are commonly submitted.
Answer: C
Q6. Which feature remains disabled by activating the mxe.LDAPUserMgmt property when using the LDAP-based authentication configuration?
A. Create users
B. Self-registration
C. Update user information
D. Add and delete security groups
Answer: B
Q7. 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
Q8. When trying to classify a Service Request an expected classification is not displayed but it is listed in the Classification application. What is the most likely cause?
A. The classification is not in an Active status.
B. The Service Request object is not listed in the Use With section.
C. The correct security rights are not granted to the Classification application.
D. The application server must be restarted before new classifications are available for use.
Answer: B
Q9. 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
Q10. Service Desk analysts are trying to use communication templates through the Select Action menu in the Service Request application, but they are not visible in the list. What could be done to fix this issue?
A. Change the status to Approved for each communication template.
B. Enable the flag Comm log Entry for each communication template.
C. Set the field Accessible From as ALL or APPS for each communication template.
D. Associate each communication template to Service Request in the Use With section.
Answer: C