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Users can submit requests for available offerings.
Users can manage user access to specific offerings.
Which application is used to specify which process will be invoked once a user submits an offering?
Offering Catalog application
Process Request application
Workflow Designer application
Which statement is true about the Catalogs?
A catalog is a group of one or more offerings.
A catalog is a container for one or more Service Requests.
A catalog is a folder where the users can add favorite offerings.
There are different types of catalogs such as Service Request or Descriptive.
A service desk agent needs to work on a problem ticket but all the fields are locked. What could be happening?
The Is Known Error field is checked.
A root cause must be identified prior to editing the ticket.
Restrictions in the security group are giving read-only access.
The status of the problem must be changed to In Progress to enable the fields.
When can a survey be deleted?
When in Draft status
When in Closed status
After the survey report has been run
After all responses to the survey have been responded to
What is a use case for a Ticket Template?
applying a source to a ticket
applying a known solution to a ticket
applying a consistent summary to a ticket
applying a Service Level Agreement to a ticket
Which three default attachment file types are supported by global search? (Choose three.)
Which action is a requirement in order to download and install the Tivoli Remote Diagnostic agent?
Admin mode must be turned on in order to enable downloading the agent.
None; the Tivoli Remote Diagnostic agent does not require an installation.
A user must be logged into the IBM SmartCloud Control Desk to obtain the agent.
None; the agent is available for download for IBM SmartCloud Control Desk clients on the IBM Software and Download website.
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?
The classification is not in an Active status.
The Service Request object is not listed in the Use With section.
The correct security rights are not granted to the Classification application.
The application server must be restarted before new classifications are available for use.
What are three purposes of the Offering dialog in the Self Service Center? (Choose three.)
Modify the offering type
re-classify the offering instance
display the details of a descriptive offering
allow the users to overwrite the offering workflows
allow the user to launch the service for an action offering
Answer: C, E, F
The Source field indicates how the Service Request was originated. How is the list of possible values changed?
modify the maximo.properties file
edit the TSDTKTSOURCE synonym domain
edit the Service Request application with the Application Designer application
extend the Java class associated with the Source field on the Service Request application
Which two types of launch points are available to create an automation script? (Choose two.)
Answer: A, B
IBM 000-656 Exam (IBM SmartCloud Control Desk V7.5 Service Request Management Implementation) Detailed Information
C9560-656 Test Information / Examination Information
Number of questions : 61 Time allowed in minutes: 90 Required passing score : 67% Languages : English
Test C9560-656: IBM SmartCloud Control Desk V7.5 Service Request Management Implementation
Overview- selected tab,
Sample / Assessment Test
Study Guide for the certification test.
Below are the high level objectives for this exam. We recommend reviewing the Study Guide for more detailed information on the test objectives to provide a better idea of the content which will be covered on the exam.
Section 1: System Setup and Configuration
Given IBM SmartCloud Control Desk (SCCD) has been installed and you have administrator rights, configure security groups so that users can have access to express or advanced Service Requests and Incidents views.
Given SCCD has been installed, describe the available workflow options included in service catalog so that service request approval and fulfillment process for a service request can be automated using workflows provided with the product.
Given that SCCD has been installed, customer should know about the available optional contents so that these can be used to assist the client to have their environment operational in a shorter period of time.
Given that SCCD is installed, understand how to use Automation Scripts application so that common tasks can be done without deploying Java files or restarting the server.
Section 2: Work with Operational Data
Given a user has been authorization to access and use the self service center, explain the various parts and functionality of the self service center so that the user understands how the Self Service Center can be used to create/view many common requests/tasks.
Given administrator privileges for the Self Service Center, configure the Self Service Center so that the Self Service Center is configured and can be used by end users to create/view common requests/tasks.
Given full access to the Response Plan application and that job plan, actions, communication templates and ticket templates have been created, use the Response Plans application to complete the response plan details and select the proper Response Plan criteria so that the response plan is successfully created and can be applied to records of the related object.
Given full access to the Job Plans application, use the Job Plans application to create a new job plan by completing the required details and creating the necessary tasks so that a job plan has been created defining a set of activities that is required to be executed in order to fulfill a particular request or work item.
Given full access to the Service Groups application, use the Service Groups application to create a Service Group by completing the Service Group details and specifying the services for the group so that a service group is successfully created and can be applied to service requests, incidents, and problems.
Given full access to the SLAs application and actions and communication templates are created, use the SLAs application to create the SLA and to complete the SLA details and select the proper SLA criteria so that the SLA is successfully created and can be applied to records of the related object.
Given SCCD administrator privileges and access to the Survey Management application, use the Survey Management application to create and manage survey questions so that survey questions are created and can be used in a survey.
Given the survey questions and answer sets have been created, create a survey so that the survey is ready to be used by the ticket, Incident and Problem application allowing the customer to rate the quality of services that has been provided.
Given SCCD has been installed, understand the use of communication templates in Service Desk applications so that frequently used email communications in SCCD can be standardized.
Section 3: Configure Service Desk
Given the customers need to understand the ticket types available in IBM Smart Cloud Control Desk (SCCD), explain the service request ticket type so that the customer understands when it is used and who can create the Service Request ticket type.
Given the need to understand the ticket types available in SCCD, explain the Incident ticket type so that the customer understands when it is used and who can create the Incident ticket type.
Given the customers need to understand the ticket types available in SCCD, explain the Problem ticket type so that the customer understands when it is used and who can create the Problem ticket type.
Given the customers need to understand solutions in SCCD, explain solution records and the Solution application so that the customer understands when it is used.
Given that the SCCD has been installed and the system has been set up, create a new Service request so that a user request or issue can be recorded, managed and tracked.
Given that the SCCD has been installed and the user has the appropriate privileges, create a new Incident so that an incident is recorded to capture information about an event that deviates from standard service or an event that might disrupt the quality of that service.
Given that the SCCD V7.5 has been installed and the system has been set up, create a problem so that it can be managed and tracked.
Given that the SCCD V7.5 has been installed and the system has been set up, user is given the read and write access to Solution application, create solutions and assign an owner or owner group to a solution so that a solution can be associated with a service request, incident, or problem ticket.
Given that the SCCD V7.5 has been installed and the system has been set up, create a ticket template as per customer's requirements so that a ticket template has been created and can be applied to service requests, incidents, and problems.
Given that the SCCD V7.5 has been installed and the system has been set up, modify the priority matrix per customer's requirements so that the priority matrix values have been updated and is ready to be used in service requests, incidents ,and problems.
Given that the SCCD has been installed and the system has been set up, configure the system properties and PmObjSearchCron cron task as per customer's requirements so that Global Search has been enabled and users can search across service desk applications.
Section 4: Configure Service Catalog
Given a customers need to understand the service catalog, describe the applications available in IBM SmartCloud Control Desk (SCCD) for service catalog and their capabilities so that an individual understands how the service catalog applications can be used.
Given the need to setup the service catalog, outline the prerequisite steps so that once they are completed offerings and catalogs can be created.
Given an understanding of the Offerings application, describe the options to consider when creating offerings so that offerings can be configured to meet specific business requirements.
Given a customer's need to understand catalogs, describe the options to consider when creating catalogs using the Catalogs application so that they understand how they can be configured to meet specific business requirements.
Given that SCCD has been installed and the system setup, create a Cart Template so that the cart can be saved and reused for future requests.
Section 5: Integration
Given an understanding of integration options for service request management, describe them and their key capabilities.
Given the need to take control of remote workstations or servers in order to analyze and solve problems, explain, install and configure Tivoli Remote Diagnostics functionality so that service desk analysts can use Tivoli Remote Diagnostics to take control of remote workstations or servers.
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