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

1. Why is an organization chart useful to identify key stakeholders for an IT asset and service management solution?

A) It identifies the key business units and teams supporting IT asset and service management processes.
B) It identifies the most important key business units using the IT asset and service management solution.
C) It provides an overview of the key business units which helps identify the unit managers to interview.
D) It outlines the hierarchy and dependencies between departments responsible for IT asset and service management.

2. An organization is using IBM SmartCloud Control Desk to manage their IT environment. Which three applications are key to building a knowledge management strategy to help the organization gather, analyze, store, and share knowledge? (Choose three.)

A) Incidents
B) Problems
C) Solutions
D) Web Service Library
E) Purchase Orders
F) Inventory

3. Why is the corporate vision and strategy important for a high level requirements document?

A) It provides an overview of the company's mission and market strategy which determines the IT asset and service management business requirements.
B) It provides company policies which determine the preferred vendors and influence the high level requirements for a IT asset and service management solution.
C) It provides a clear definition of the company goals, how they want to achieve these goals, and what is needed to achieve these goals which determines the IT asset and service management business requirements.
D) It provides an understanding of how current IT asset and service management processes support these requirements.

4. 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) Request Fulfillment
B) Problem Management
C) Incident Management
D) Change Management

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

Solutions: