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NO.1 What functionality will a user need to define a set of tasks that will be applied to the Service
Request once the Catalog Request is submitted and approved?
A. Job Plan
B. Fulfillment Plan
C. Ticket Template
D. Fulfillment Template
Answer: A
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NO.2 What are three types of IBM SmartCloud Control Desk offerings? (Choose three.)
A. Action
B. Descriptive
C. Work Order
D. Work Request
E. Service Catalog
F. Service Request
Answer: A,B,F
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NO.3 What is the purpose of domains within IBM SmartCloud Control Desk?
A. To allow global searches across areas of an organization
B. To specify ownership of a set of objects within the product
C. To separate configuration items and assets into geographical areas
D. To maintain a value list that can be used in fields within the product
Answer: D
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NO.4 Which ticket type must be used for a user who is asking for information?
A. Incident
B. Problem
C. Service Request
D. Process Request
Answer: C
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NO.5 What is the purpose of the Update Promotion action?
A. To update attributes of the configuration item (CI) based on the information from the Actual CI
B. To update attributes of the Actual CI based on the information from the CI
C. To update attributes of the CI based on the information from the Change Management process
D. To update attributes of the Actual CI based on the information from the Change Management
process
Answer: A
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NO.6 What are two appropriate Key Performance Indicators for the Service Catalog Management
Process? (Choose two.)
A. Number of accesses per month
B. Number of calls to the service desk
C. Percent of users who use the service catalog
D. Percent of users who are aware of the service catalog
E. Number of services published including Service Level Agreements/Targets
Answer: A,C
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NO.7 When installing an enterprise solution, which edition of IBM SmartCloud Control Desk can be
installed?
A. Only Entry Edition
B. Any product edition
C. Only Everyplace Edition
D. Only Service Provider Edition
Answer: B
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NO.8 What is the purpose of the Promotion process?
A. To create configuration items (CI) from Actual CIs
B. To create Actual CIs from CIs
C. To enable CIs to be used in the Change Management process
D. To enable Actual CIs to be used in the Change Management process
Answer: A
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