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Q31. Which application specifies the default workflow for Service Request Fulfillment Manager Approval?
A. Catalog application
B. Offerings application
C. Organizations application
D. Workflow Designer application
Answer: C
Q32. What is an objective of problem management?
A. to resolve unknown issues reactively
B. to resolve the root causes of incidents
C. to create problem records to capture known issues
D. to restore normal service operation as quickly as possible
Answer: B
Q33. 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
Q34. A user created a service request using the Self Service Center yesterday. How can they add or update additional data to the request today?
A. add a log entry
B. report a new issue
C. add a request entry
D. update the request template
Answer: A
Q35. Click the Exhibit button.
An IT support specialist is reviewing existing solutions in the Solutions application. She decides to remove a few of the existing keywords from a general list and marks records for deletion in the Add Delete Ke9words dialog. Some of the keywords are associated with the existing Solutions and she receives the system message in the Exhibit.
What will happen when she selects Yes?
A. Records will not removed from the general list.
B. Records will be removed from the general list only.
C. Records will be removed from the general list and from the Solutions Keywords sections.
D. Records will be removed from the general list but values will be left in the Solutions Keywords sections.
Answer: C
Q36. 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
Q37. 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
Q38. 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
Q39. 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
Q40. 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