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| Section | Objectives |
|---|---|
| Topic 1: Deployment and Operations | - Installation and configuration basics - Operational monitoring and maintenance - Troubleshooting common automation issues |
| Topic 2: Tivoli Service Automation Manager Concepts | - Resource lifecycle management - Service provisioning and orchestration - Workflow automation and task execution |
| Topic 3: Tivoli Service Delivery and Automation Overview | - Process automation concepts and business value - IT service management (ITSM) fundamentals - IBM Tivoli service management and automation portfolio overview |
| Topic 4: Integration and Architecture | - Integration with ITSM tools and service desk systems - Data flow and system interoperability - Architecture components of Tivoli automation solutions |
| Topic 5: Service Request and Incident Management | - Incident management workflows and resolution - Service catalog design and usage - Service request lifecycle and fulfillment process |
Question 1
An enterprise has two different departments, one that manages IT assets and one that manages facilities assets. Each department has shared the same general ledger accounts and cost centers, but work with different data sets and processes. What would be the recommended setup in IBM SmartCloud Control Desk?
A. Create one organization and different sites for the departments
B. Create only one organization and one site for both departments
C. Create an organization for each department
D. Create an instance of IBM SmartCloud Control Desk for each department
Question 2
Which statement most accurately describes functionality provided by IBM SmartCloud Control Desk?
A. It monitors, measures, and reports discrete resources within an IT environment to ensure optimal and committed performance levels.
B. It provides services for the storing, categorization, searching, and correlation of data about client accounts, solutions, contracts, revenue, organizations, and products.
C. It provides remote control functions that allow administrators/engineers to connect to and remotely operate client devices and servers such as hardware and software-based technologies that enable console access, remote KVM, and power management necessary to support a lights out data center environment.
D. It provides forecasting, tracking, and planning of labor and skills involved in IT processes across a global enterprise.
Question 3
Which two resources contain the most up-to-date platform compatibility matrix information in order to validate a solution design? (Choose two.)
A. IBM Support Web page
B. IBM DeveloperWorks wikis
C. Tivoli User Group Web page
D. IBM Tivoli Forums
E. Tivoli Field Guides
Question 4
What is the main purpose of the IBM Tivoli Integration Composer product?
A. Quick identification of distributed hardware and software inventory
B. Population of IBM SmartCloud Control Desk database with asset inventory and system management tools data
C. Monitoring as needed for selected asset inventory and system management tools
D. Management of physical and virtual endpoint servers, desktops, roaming laptops, and specialized equipment
Question 5
Based on the ITIL Framework, what should be the purpose of every implemented process (Incident Management, Problem Management, Change Management, etc.)?
A. To identify units of organizations responsible for specific outcomes
B. To create value for stakeholders
C. To ensure that services are designed to meet business needs
D. To define activities, roles, responsibilities, functions, and metrics
Solutions:
| Question 1 Answer: A | Question 2 Answer: D | Question 3 Answer: A,B | Question 4 Answer: B | Question 5 Answer: B |
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