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000-656 - IBM SmartCloud Control Desk V7.5 Service Request Management Implementation - Dump Information

Vendor Name : IBM
Exam Code : 000-656
Exam Name : IBM SmartCloud Control Desk V7.5 Service Request Management Implementation
Questions and Answers : 119 Q & A
Updated On : March 23, 2017
PDF Download Mirror : 000-656 Brain Dump
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000-656 Demo and Sample

Note: Answers are below each question.
Samples are taken from full version.

000-656


  1. Users can create and manage offerings.

  2. Users can create and manage offering catalogs.

  3. Users can submit requests for available offerings.

  4. Users can manage user access to specific offerings.


Answer: C


QUESTION: 109

Which application is used to specify which process will be invoked once a user submits an offering?


  1. Offerings application

  2. Offering Catalog application

  3. Process Request application

  4. Workflow Designer application


Answer: A


QUESTION: 110

Which statement is true about the Catalogs?


  1. A catalog is a group of one or more offerings.

  2. A catalog is a container for one or more Service Requests.

  3. A catalog is a folder where the users can add favorite offerings.

  4. There are different types of catalogs such as Service Request or Descriptive.


Answer: A


QUESTION: 111

A service desk agent needs to work on a problem ticket but all the fields are locked. What could be happening?


  1. The Is Known Error field is checked.

  2. A root cause must be identified prior to editing the ticket.

  3. Restrictions in the security group are giving read-only access.


  4. The status of the problem must be changed to In Progress to enable the fields.


Answer: C


QUESTION: 112

When can a survey be deleted?


  1. When in Draft status

  2. When in Closed status

  3. After the survey report has been run

  4. After all responses to the survey have been responded to


Answer: A


QUESTION: 113

What is a use case for a Ticket Template?


  1. applying a source to a ticket

  2. applying a known solution to a ticket

  3. applying a consistent summary to a ticket

  4. applying a Service Level Agreement to a ticket


Answer: C


QUESTION: 114

Which three default attachment file types are supported by global search? (Choose three.)


  1. .bt

  2. .xIs

  3. .log

  4. .pdf

  5. .xml

  6. .doc


QUESTION: 115

Which action is a requirement in order to download and install the Tivoli Remote Diagnostic agent?


  1. Admin mode must be turned on in order to enable downloading the agent.

  2. None; the Tivoli Remote Diagnostic agent does not require an installation.

  3. A user must be logged into the IBM SmartCloud Control Desk to obtain the agent.

  4. None; the agent is available for download for IBM SmartCloud Control Desk clients on the IBM Software and Download website.


Answer: C


QUESTION: 116

When trying to classify a Service Request an expected classification is not displayed but it is listed in the Classification application. What is the most likely cause?


  1. The classification is not in an Active status.

  2. The Service Request object is not listed in the Use With section.

  3. The correct security rights are not granted to the Classification application.

  4. The application server must be restarted before new classifications are available for use.


Answer: B


QUESTION: 117

What are three purposes of the Offering dialog in the Self Service Center? (Choose three.)


  1. Modify the offering type

  2. re-classify the offering instance

  3. display the details of a descriptive offering

  4. allow the users to overwrite the offering workflows

  5. allow the user to launch the service for an action offering


Answer: C, E, F


QUESTION: 118

The Source field indicates how the Service Request was originated. How is the list of possible values changed?


  1. modify the maximo.properties file

  2. edit the TSDTKTSOURCE synonym domain

  3. edit the Service Request application with the Application Designer application

  4. extend the Java class associated with the Source field on the Service Request application


Answer: B


QUESTION: 119

Which two types of launch points are available to create an automation script? (Choose two.)


  1. action

  2. object

  3. status

  4. security

  5. escalation


Answer: A, B

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