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IBM SmartCloud Control Desk V7.5 Service Request Management
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The Source field indicates how the Service Request was originated. How is the list of possible
A. modify the maximo.properties file
B. edit the TSDTKTSOURCE synonym domain
C. edit the Service Request application with the Application Designer application
D. extend the Java class associated with the Source field on the Service Request application
What is a valid status sequence for a Ticket Template?
A. Draft> Active > Inactive> Active
B. Draft> Active > Inactive > Revised
C. Draft> Pending > Active> Inactive
D. Draft> Pending > Active> Revised
What must a survey have in order to be automatically sent?
A. questions, an escalation, and be set to Active status
B. questions, an object it applies to, and the condition to be met
C. an object the survey applies to, an escalation value, and the status set to Enabled
D. be set to Active status, apply to an object, and have defined the condition to be met
In IBM SmartCloud Control Desk V7.5, which two calendar types are available to be used
with Service Level Agreements in the Service Level Agreement application? (Choose two.)
A. Time Calendar
B. Custom Calendar
C. Frequency Calendar
D. Applies To Calendar
E. Calculation Calendar
Answer: D, E
An IT support specialist is creating a new solution record so it is published and available from
the Self Service Center application. He entered information into the Symptom, Cause, and
Resolution sections and saved the record. The solution describes resolving an issue with the e-
mail server, so in the keywords section he is adding the word: e-mail. Now he wants to check
if the solution is available from the Self Service Center application so he searches using the
email keyword but his solution is not listed on the results list. He checked the solution record
again and it is in ACTIVE status and the Self Service Access option is checked. Why is the
solution not appearing in the results list?
A. The Expiration Date field is empty
B. The Lucene engine did not index this record.
C. A classification was not assigned to the solution.
D. The specification list on the Specifications tab is empty.
Which two approvers can be used with the default workflow and sections on the Offering
application? (Choose two.)
A. Line Manager
B. Asset Manager
C. Financial Manager
D. Fulfillment Manager
E. Service Request Manager
An incident may be associated with which two record types? (Choose two.)
C. Item Master
D. Purchase Order
E. Configuration Item
Answer: A, E
What are three purposes of the Offering dialog in the Self Service Center? (Choose three.)
A. Modify the offering type
B. re-classify the offering instance
C. display the details of a descriptive offering
D. allow the users to overwrite the offering workflows
E. allow the user to launch the service for an action offering
F. collect attribute information from the user for fulfillment of the service
Which user must be used to delete the Incident queries installed from the Service Desk
A. any user
B. a database user
C. only MAXADMIN
D. only the user that created the query
What is a use case for a Ticket Template?
A. applying a source to a ticket
B. applying a known solution to a ticket
C. applying a consistent summary to a ticket
D. applying a Service Level Agreement to a ticket
Which application is used to specify which process will be invoked once a user submits an
A. Offerings application
B. Offering Catalog application
C. Process Request application
D. Workflow Designer application
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
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IBM C9560-656 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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