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Q21. 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 


Q22. In IBM SmartCloud Control Desk V7.5, what are three default statuses of a Service Level Agreement in the Service Level Agreement application? (Choose three.) 

A. Trial 

B. Draft 

C. Active 

D. Inactive 

E. Template 

F. Suspended 

Answer: B,C,D 


Q23. 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 


Q24. The Internal Priority of a problem is determined by which two fields? (Choose two.) 

A. Impact 

B. Urgency 

C. Target Finish Date 

D. Affected By Person 

E. Service Level Agreement 

Answer: A,B 


Q25. Which application is used to specify which process will be invoked once a user submits an offering? 

A. Offerings application 

B. Offering Catalog application 

C. Process Request application 

D. Workflow Designer application 

Answer: A 


Q26. When the Service Provider add-on is installed, which statement is true about a customer-specific solution in IBM SmartCloud Control Desk V7.5? 

A. It can be applied on a ticket for any customer. 

B. It can be applied only on a ticket for a global customer. 

C. It can only be applied on a ticket for a customer that is associated with the solution. 

D. It can only be applied on a ticket for a customer that is associated with global solutions. 

Answer: C 


Q27. Which statement is true regarding the Priority Matrix? 

A. The Priority Matrix can be used for a TICKET object. 

B. Both Impact and Urgency are required for Priority Matrix functionality. 

C. A user can decide to use Priority Matrix for either Internal Priority or Reported Priority. 

D. The Priority Matrix must be enabled in order to use standard ITIL workflow processes for Incident Management. 

Answer: B 


Q28. What is the Priority Matrix used for? 

A. To set the Internal Priority based on Impact and Urgency 

B. To set the External Priority based on Impact and Urgency 

C. To set the Internal Priority based on Impact and Reported Priority 

D. To set the External Priority based on Impact and Reported Priority 

Answer: A 


Q29. 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 


Q30. What must be true for a Ticket Template to be applied to a ticket? 

A. The Ticket Template must be in Active status. 

B. The Ticket Template must have a Class defined. 

C. The Ticket Template must have an Organization defined. 

D. The Ticket Template must have the same site as the logged in user. 

Answer: A