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

1. The customer has a period in the year where a change freeze is forced in their IT environment. How can this be forced using IBM SmartCloud Control Desk?

A) The Bulletin Board can be used to advertise the change freeze.
B) A blackout period can be created for the change freeze.
C) A change implementation window can be created for the change freeze.
D) A change window can be created for the change freeze.

2. All change managers at a company need to track if the percentage of changes implemented with approval across a date range is higher then 90%. Which IBM SmartCloud Control Desk functionality can create and display the necessary Key Performance Indicator (KPI)?

A) A standard report is already available which uses Start Date and End Date input parameters to provide a report with a bar chart of the percentage of changes implemented with and without approval by status.
B) A custom KPI should be configured to display the percentage of changes implemented with approval by status, using Start Date and End Date input parameters, which then has to be configured in a KPI graph portlet on the dashboard of the Change Manager role.
C) A result set should be configured on the Start Center of the Change Manager role containing a query on the closed changes for a specific date range.
D) The required KPI is already available which provides a graph of the percentage of changes implemented with approval by status.

3. A customer wants the service desk personnel to track leasing contracts for their IT assets that are currently maintained in an in-house developed application. How should the customer be advised to implement this requirement?

A) Use the Maximo Data Loader to load lease information into IBM Tivoli Asset Management for IT (TAMIT).
B) Use Integration Framework to load for the first time the lease contracts information into the Lease Contracts application, and then maintain those contracts with TAMIT
C) The customer should continue maintaining their leasing contracts in their own application. Using the Integration Framework, the information of each contract can be populated in the Lease Contracts application.
D) Leverage the customized asset application by using Application Designer to add a lease contract section to maintain contracts for each asset.

4. 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

5. Why is it necessary to document key stakeholders for a new IT asset and service management solution?

A) To draw an organization chart
B) To evaluate license needs
C) To identify the decision makers
D) To identify Key Performance Indicators

Solutions: