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

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

2. What information should be available in a high level requirements document?

A) The requirements for one or more new features for an existing product.
B) A statement of the scope, objectives, and participants in a project.
C) The customer's vision for the solution design.
D) The customer's wants and needs for a product or solution.

3. 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

4. Which solution can help reduce cost and minimize service disruptions through automated service request handling efficient change management, and optimized asset lifecycle management across IT and enterprise domains?

A) An integrated accounting and procurement solution.
B) An automated, self-service catalog for requesting end-to-end service provisioning.
C) A proactive service level agreement modeling and enforcement solution.
D) A comprehensive IT asset and service management solution.

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

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

Solutions: