C9560-659 Online Practice Questions and Answers

The customer requirement is to automate an e-mail being sent to the service desk team whenever a new Service Request (SR) is created. How should this be implemented?

A. Manually send an e-mail from the SR once it is saved

B. Modify the standard SR ITIL v3 process to send an e-mail

C. Create a cron task that will send an e-mail for each SR in the status NEW

D. Create an escalation that will send an e-mail for each SR in the status NEW

Which format is used to import and export workflow processes in IBM SmartCloud Control Desk?

A. XSL

B. Java

C. XML

D. VBS

What is one way to determine which software is installed?

A. Help > System Information

B. Administration> Resources

C. System Configuration > Logging

D. Platform Configuration > System Properties

What is a responsibility of the Service Catalog Designer?

A. To define which services are available to which users

B. To provide Service Level Agreement details for catalog entries

C. To determine which catalog views should be added or deleted

D. To keep the entries aligned with the services in the IT Portfolio

Which three middleware components are mandatory with an IBM SmartCloud Control Desk installation? (Choose three.)

A. Web Server

B. Directory Server

C. Database Server

D. Application Server

E. Integration Composer

F. Deplorer's Workbench

The Self Service Center is a single application where self service users can perform which two actions? (Choose two.)

A. Order offerings

B. Create solutions

C. Configure the system

D. Submit service requests

E. Promote configuration items

Which IBM SmartCloud Control Desk offering is appropriate for a customer needing only a Service Desk and simple change management?

A. Everyplace

B. Entry Edition

C. Service Provider

D. IBM SmartCloud Control Desk

Which three types of data can be loaded using the Quick Configuration tool of IBM SmartCloud Control Desk? (Choose three.)

A. Sites

B. Assets

C. Job Plans

D. Person Users

E. Classifications

F. Configuration Items

What are three required settings for a user to have access to an offering? (Choose three.)

A. The classification must be set.

B. The status of the offering must be set to Active.

C. The offering must be added to a Service Catalog.

D. The Line Manager Approval workflow must be set.

E. The Fulfillment Manager approval workflow must be set.

F. There must be at least one presentation attribute defined.

When a bulletin board message has been created and approved, what happens if no audience is specified?

A. An error is generated.

B. The message will be visible to all users.

C. The message will not be visible to any user.

D. The message will only be visible to the creator.