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2021 Oct C9560-656 exam question
Q41. 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
Q42. In IBM SmartCloud Control Desk V7.5, which statement is true about deleting a service group?
A. All related tickets must be deleted before a service group can be deleted.
B. All related work orders must be deleted before a service group can be deleted.
C. The services in that group must be deleted before a service group can be deleted.
D. A service group can be deleted without deleting all the related records and the services in that group.
Answer: C
Q43. A consultant is implementing the Incident and Problem Management process at a customer site. The customer requires that an incident is associated to a problem record before it is resolved. What should be done to accomplish this?
A. Create an incident and check Is Known Error check box
B. Add a reference to the problem in the Incident Work Log
C. Use the Select Action menu to create a problem from incident record
D. Use the Failure Reporting tab to create a problem record and associates it with the incident
Answer: C
Q44. 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
Q45. 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
Leading C9560-656 exam prep:
Q46. Which two types of launch points are available to create an automation script? (Choose two.)
A. action
B. object
C. status
D. security
E. escalation
Answer: A,B
Q47. How can new values be added to the solution ke9word list?
A. modify the related Solution Classification record
B. add new values to the SLNKEYWORDS domain
C. add new values to the Specification available from the Specifications tab
D. use the Select Add/Delete Ke9words action from the Select Action menu
Answer: D
Q48. 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
Q49. How can a user create a cart template using the Self Service Center?
A. Click on Request New Service, click on the offering, and select the Create Template button
B. Click on the empty cart icon and when the cart dialogue appears, select the Create Template icon
C. Click on the offering, click Add to Cart, click on the cart icon, and select the Create Template button
D. Click on Frequent Requests, click My Frequent Requests, and select the Create Cart Template button
Answer: C
Q50. When creating a classification for use with the Service Catalog, which two objects must be specified in the Use With table in the Classifications application? (Choose two.)
A. SR
B. PERSON
C. INCIDENT
D. WORELEASE
E. PMSCOFFERING
Answer: A,E