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IBM Fundamentals of Applying Tivoli Service Delivery and Process Automation Solutions V3 Sample Questions:

1. After implementing IBM SmartCloud Control Desk, customer Key Performance Indicators show there are a large number of reoccurring incidents. This is a sign that one of the processes is not efficient. Which process is it?

A) Problem Management
B) Incident Management
C) Change Management
D) Request Fulfillment

2. A customer is experiencing a number of pain points in their IT service delivery. The operational efficiency and performance of the IT support teams is dropping, resulting in the IT teams repeating many tasks which have failed to complete due to operator errors. Which solution area can help improve the efficiency of the IT support teams?

A) runbook automation
B) knowledge-based systems
C) financial management
D) a customer relationship management system

3. A customer is planning to implement IBM SmartCloud Control Desk using IBM WebSphere Network Deployment and IBM DB2 as a middleware on an AIX operating system. Due to an expected number of concurrent user sessions, the customer is planning for three IBM WebSphere nodes and a single IBM DB2 node running on separated systems.
What should be recommended in case the customer needs a highly available configuration?

A) install IBM WebSphere and IBM DB2 on a PowerHA (formerly HACMP) cluster
B) install IBM DB2 on a PowerHA (formerly HACMP) cluster
C) switch the OS platform from AIX to Linux
D) double the number of IBM WebSphere and IBM DB2 nodes

4. Which Key Performance Indicator (KPI) determines the effectiveness of the Service Level Management Process?

A) A KPI that shows the open service requests in a period of time.
B) A KPI that measures IT customer satisfaction.
C) A KPI that shows the total cost for open incidents and problems.
D) A KPI that measures IT department satisfaction.

5. A customer has a third-party product that can easily roll out changes into their environment. Then they manually update their CMDB with the information from the release process. The CMDB update could be automated with information from which source?

A) the configuration process
B) the release tool
C) the discovery tool
D) the change process

Solutions: