Introduction to IBM Certified Deployment Professional - SmartCloud Control Desk V7.5 Service Request Management Exam
The IBM C9560-656 Exam is challenging and thorough
preparation is essential for success. This exam study guide is designed to help
you prepare for the SmartCloud Control Desk Service Request Management
Implementation certification exam. It contains a detailed list of the topics
covered on the Professional exam, as well as a detailed list of preparation
resources. These study guides for the IBM SmartCloud Control Desk V7.5 Service
Request Management Implementation will help guide you through the study process
for your certification.
C9560-656 IBM SmartCloud Control Desk V7.5 Service Request Management
Implementation Exam Summary
● Exam Name: IBM SmartCloud Control Desk V7.5 Service Request Management
Implementation
● Exam Code: C9560-656
● Exam Price: $200 (USD)
● Duration: 90 mins
● Number of Questions: 61
● Passing Score: 41 / 61
● Sample Questions: IBM SmartCloud Control Desk Service Request Management
Implementation Sample Questions
Exam Syllabus: C9560-656 IBM Certified Deployment Professional -
SmartCloud Control Desk V7.5 Service Request Management
1. System Setup and Configuration
-
Given IBM SmartCloud Control Desk (SCCD) has been installed and you have administrator
rights, configure security groups so that users can have access to express or
advanced Service Requests and Incidents views.
-
Given SCCD has been installed, describe the available workflow options included
in service catalog so that service request approval and fulfillment process for
a service request can be automated using workflows provided with the product.
-
Given that SCCD has been installed, customer should know about the available
optional contents so that these can be used to assist the client to have their
environment operational in a shorter period of time.
-
Given that SCCD is installed, understand how to use Automation Scripts
application so that common tasks can be done without deploying Java files or
restarting the server.
2. Work with Operational Data
-
Given a user has been authorization to access and use the self service center,
explain the various parts and functionality of the self service center so that
the user understands how the Self Service Center can be used to create/view
many common requests/tasks.
-
Given administrator privileges for the Self Service Center, configure the Self
Service Center so that the Self Service Center is configured and can be used by
end users to create/view common requests/tasks.
-
Given full access to the Response Plan application and that job plan, actions,
communication templates and ticket templates have been created, use the
Response Plans application to complete the response plan details and select the
proper Response Plan criteria so that the response plan is successfully created
and can be applied to records of the related object.
-
Given full access to the Job Plans application, use the Job Plans application
to create a new job plan by completing the required details and creating the
necessary tasks so that a job plan has been created defining a set of
activities that is required to be executed in order to fulfill a particular
request or work item.
-
Given full access to the Service Groups application, use the Service Groups
application to create a Service Group by completing the Service Group details
and specifying the services for the group so that a service group is
successfully created and can be applied to service requests, incidents, and
problems.
-
Given full access to the SLAs application and actions and communication
templates are created, use the SLAs application to create the SLA and to
complete the SLA details and select the proper SLA criteria so that the SLA is
successfully created and can be applied to records of the related object.
-
Given SCCD administrator privileges and access to the Survey Management
application, use the Survey Management application to create and manage survey
questions so that survey questions are created and can be used in a survey.
-
Given the survey questions and answer sets have been created, create a survey
so that the survey is ready to be used by the ticket, Incident and Problem
application allowing the customer to rate the quality of services that has been
provided.
-
Given SCCD has been installed, understand the use of communication templates in
Service Desk applications so that frequently used email communications in SCCD
can be standardized.
3. Configure Service Desk
-
Given the customers need to understand the ticket types available in IBM Smart
Cloud Control Desk (SCCD), explain the service request ticket type so that the
customer understands when it is used and who can create the Service Request
ticket type.
-
Given the need to understand the ticket types available in SCCD, explain the
Incident ticket type so that the customer understands when it is used and who
can create the Incident ticket type.
-
Given the customers need to understand the ticket types available in SCCD,
explain the Problem ticket type so that the customer understands when it is
used and who can create the Problem ticket type.
-
Given the customers need to understand solutions in SCCD, explain solution
records and the Solution application so that the customer understands when it
is used.
-
Given that the SCCD has been installed and the system has been set up, create a
new Service request so that a user request or issue can be recorded, managed
and tracked.
-
Given that the SCCD has been installed and the user has the appropriate
privileges, create a new Incident so that an incident is recorded to capture
information about an event that deviates from standard service or an event that
might disrupt the quality of that service.
-
Given that the SCCD V7.5 has been installed and the system has been set up,
create a problem so that it can be managed and tracked.
-
Given that the SCCD V7.5 has been installed and the system has been set up,
user is given the read and write access to Solution application, create
solutions and assign an owner or owner group to a solution so that a solution
can be associated with a service request, incident, or problem ticket.
-
Given that the SCCD V7.5 has been installed and the system has been set up,
create a ticket template as per customer's requirements so that a ticket
template has been created and can be applied to service requests, incidents,
and problems.
-
Given that the SCCD V7.5 has been installed and the system has been set up,
modify the priority matrix per customer's requirements so that the priority
matrix values have been updated and is ready to be used in service requests,
incidents ,and problems.
-
Given that the SCCD has been installed and the system has been set up,
configure the system properties and PmObjSearchCron cron task as per customer's
requirements so that Global Search has been enabled and users can search across
service desk applications.
4. Configure Service Catalog
-
Given a customers need to understand the service catalog, describe the
applications available in IBM SmartCloud Control Desk (SCCD) for service
catalog and their capabilities so that an individual understands how the
service catalog applications can be used.
-
Given the need to setup the service catalog, outline the prerequisite steps so
that once they are completed offerings and catalogs can be created.
-
Given an understanding of the Offerings application, describe the options to
consider when creating offerings so that offerings can be configured to meet
specific business requirements.
-
Given a customer's need to understand catalogs, describe the options to
consider when creating catalogs using the Catalogs application so that they
understand how they can be configured to meet specific business requirements.
-
Given that SCCD has been installed and the system setup, create a Cart Template
so that the cart can be saved and reused for future requests.
5. Integration
-
Given an understanding of integration options for service request management,
describe them and their key capabilities.
-
Given the need to take control of remote workstations or servers in order to
analyze and solve problems, explain, install and configure Tivoli Remote
Diagnostics functionality so that service desk analysts can use Tivoli Remote
Diagnostics to take control of remote workstations or servers.
IBM C9560-656 Certification Sample Questions and Answers
To make you familiar with IBM SmartCloud Control Desk
V7.5 Service Request Management Implementation (C9560-656) certification exam
structure, we have prepared this sample question set. We suggest you to try our Sample Questions for SmartCloud Control Desk Service Request Management
Implementation C9560-656 Certification to test your understanding of IBM
C9560-656process with real IBM certification exam environment.
C9560-656 IBM SmartCloud Control Desk
V7.5 Service Request Management Implementation Sample Questions:-
01.
What is the best way to automatically calculate the ticket priority based on
Impact and Urgency even before the record is saved?
a) escalation
b) create an automation script
c) use the priority matrix functionality
d) use the crossover domain functionality
02.
When adding a new offering to the catalog, a system message is displayed:
Either the classification ABCD cannot be used for PMSCCATALOGOFFMAP How can
this be resolved?
a) from the Catalogs application, select the
object PMSCCATALOGOFFMAP in the Use With section
b) from the Offering application, add the
classification ABCD in the Catalogs that include this Offering section
c) from the Classification application, select
the classification ABCD and add the object PMSCCATALOGOFFMAP in the Use With
section
d) from the Organization application, open the
organization associated with the offering, select the Service Catalog Options
in the Select Action menu, and add the classification ABCD
03.
When duplicating a Service Request, which two fields are copied to the new
record?
(Choose two.)
a) Date
b) Summary
c) Log Entries
d) Classification
e) Related Records
04.
What are two valid offering types?
(Choose two.)
a) Action Offering
b) Change Offering
c) Escalation Offering
d) Service Catalog Offering
e) Service Request Offering
05. A
user has created a job plan that needs to be applied once the request for
offering becomes a change. Which application has this functionality?
a) Job Plan application
b) Offerings application
c) Offering Catalog application
d) Process Request application
06. In
which application is a Ticket Template specified in the Service Request Catalog
module?
a) Offering application
b) application
c) Cart Template application
d) Process Request application
07.
What type of binding is available for a launch point variable in an automation
script?
a) ACTION
b) OBJECT
c) SYSTEM
d) MAXVAR
08.
Which types of items can be directly issued using a job plan?
a) services and stocked items only
b) stocked and non-stocked items only
c) services and non-stocked items only
d) services, stocked, and non-stocked items
09. How
can a user access the Self Service Center application?
a) from the Self Service module
b) from the Service Desk module
c) from the Service Offering module
d) from the Service Request Catalog module
10.
What is the purpose of the system property pmsrv.incident.usecreatedialog?
a) It enables or disables a dialog asking
self-service users for confirmation when creating a new incident
b) It enables or disables a dialog used to
collect basic incident information when clicking the New Incident button.
c) It stores the value of a custom dialog
defined in the LIBRARY.XML file used to enter incident information on a new
ticket.
d) It enables or disables a dialog asking for
confirmation when creating a new incident when accessing the system from a
smart phone or tablet device.
Answers:-
Answer
1:- c
Answer
2:- c
Answer
3:- b, d
Answer
4:- a, e
Answer
5:- b
Answer
6:- a
Answer
7:- d
Answer
8:- d
Answer
9:- a
Answer
10:- b
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