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

1. Which two communication modes are supported to allow integration with IBM SmartCloud Control Desk? (Choose two.)

A) Java Message Service messaging
B) Command Line Interface
C) UDP protocol
D) CORBA
E) XML and flat files

2. Why is it important to define Key Performance Indicators (KPIs) for processes in the solution design phase?

A) KPIs track project success and if the promised value is delivered.
B) KPIs document the solution performance and indicate whether hardware needs to be upgraded.
C) KPIs definitions are mandatory fields during product installation and without them the installation cannot progress.
D) KPIs take a long time to implement in a GUI so they must be defined early in the project.

3. What is the goal of service asset and configuration management?

A) To correlate IT services and different IT components needed to deliver them
B) To implement ITIL practices across the entire organization
C) To define and track the accounting process of the assets
D) To build a service model according to ITIL best practices

4. A service desk is handling service catalog requests, incidents, and problems for all their customers 24 hours a day 7 days a week. Which IBM SmartCloud Control Desk architecture and edition should be recommended to support the service desk?

A) Single server. IBM SmartCloud Control Desk
B) Single server, IBM SmartCloud Control Desk - Entry
C) Multi-server, IBM SmartCloud Control Desk - Entry
D) Multi-server, IBM SmartCloud Control Desk

5. A customer's service desk team is complaining about IBM SmartCloud Control Desk user interface performance. What should be the starting point in analyzing the situation to determine the most likely cause of the performance issues?

A) Advanced workload designer
B) Client browser settings
C) System performance console
D) Application logs

Solutions: