СЕРТИФИКАТ 100% Ответы на сертификационные тесты IBM Tivoli Service Request Manager V7.1 Implementation Question: 1 Which system property is used for supporting text file types for attachment searches? A. LWDICT B. ATTEXT C. ATTCREATE D. LUCENEOBJINDEX Answer: B Question: 2 In the deployment of IBM Tivoli Service Request Manager V7.1, a consultant needs to create a new escalation for the following conditions: Send notification to all the persons in the E-Mail Group, if Tickets classification is assigned to email related Issues. The consultant also needs to store the Ticket ID and Ticket status in a table when escalation is executed after successful condition and notification is being sent to an E-Mail user groups. Using the Escalation application, how can this be done? A. Use the Notification class. B. Use Set Value-Type Action. C. Use Escalation Condition Query. D. Use a custom class-Type Action and write Java class. Answer: D
45
Embed
IBM Tivoli Service Request Manager V7.1 Implementation
IBM Tivoli Service Request Manager V7.1 Implementation Question: 1 Which system property is used for supporting text file types for attachment searches? A. LWDICT B. ATTEXT C. ATTCREATE D. LUCENEOBJINDEX
Answer: B
Question: 2 In the deployment of IBM Tivoli Service Request Manager V7.1, a consultant needs to create a new escalation for the following conditions: Send notification to all the persons in the E-
Welcome message from author
This document is posted to help you gain knowledge. Please leave a comment to let me know what you think about it! Share it to your friends and learn new things together.
Transcript
СЕРТИФИКАТ 100%Ответы на сертификационные тесты
IBM Tivoli Service Request Manager V7.1 Implementation
Question: 1
Which system property is used for supporting text file types for attachment searches?
A. LWDICT
B. ATTEXT
C. ATTCREATE
D. LUCENEOBJINDEX
Answer: B
Question: 2
In the deployment of IBM Tivoli Service Request Manager V7.1, a consultant needs to create a new escalation for the following conditions: Send notification to all the persons in the E-Mail
Group, if Tickets classification is assigned to email related Issues. The consultant also needs to
store the Ticket ID and Ticket status in a table when escalation is executed after successful condition and notification is being sent to an E-Mail user groups. Using the Escalation application, how can this be done?
A. Use the Notification class.
B. Use Set Value-Type Action.
C. Use Escalation Condition Query.
D. Use a custom class-Type Action and write Java class.
C. An offering contains information not found in the referenced service fulfillment.
D. An offering contains a list of specifications for the type of user that can be associated with it.
Answer: C
Question: 6
An organization wants to advertise an existing, non-automated service that requires a request path that is not integrated into the Service Catalog. Which service type is used to achieve this?
A. Action service
B. Advertise service
C. Descriptive service
D. Supply Chain service
Answer: C
Question: 7
Where is the content of an Attribute Presentation for Service Catalog Offerings stored?
A. in the MENU.XML System XML
B. in the LIBRARY.XML System XML
C. in the Attribute dialog of the PMSCSRVOFF (Offerings) application
D. in the PRESENTATIONXML Attribute of the PMSCSRVOFF Object
D. When there is a Job Plan attached to the Fulfillment Option
Answer: B
Question: 9
In which application is Instant Messaging integration available?
A. Person application
B. Problem application
C. Work Order application
D. Any application that contains information about user who created the record
Answer: B
Question: 10
Tivoli Directory Integrator architecture is divided into two parts, the core system and the components. In addition to Parsers and Connectors, what other component is available?
The Service Request and Service Catalog applications have been installed at a customer location. Which statement is true?
A. Service Catalog Requests can be created using Service Request.
B. Service Catalog Request cannot be created using Service Request.
C. There is no option to create Service Requests from the Service Catalog.
D. There is no relationship between Service Catalog and Service Request applications.
Answer: A
Question: 15
What are the two categories available for integration between external Service Desk applications and IBM Tivoli Service Request Manager V7.1? (Choose two.)
A. User Integration
B. Data Integration
C. Process Integration
D. High Availability Integration
E. Customer Information Integration
Answer: B, C
Question: 16
Which three operations are supported by the Web Service Description Language of an Object
The following two SLAs have been created for a company:
SLA # 1: All tickets related to laptops (regardless of priority) will be assigned within 4 hours of
Incident creation and resolved within 6 hours of Incident creation.
SLA # 2: All Incident tickets generated by the President (regardless of ticket/symptom categorization) must be assigned within 1 hour and resolved within 2 hours. Assume that the Ticket application supports applying multiple SLAs and that the two SLAs are applied to an Incident separately.
Which SLA takes precedence to fulfill conditions from the Incident application?
A. The SLA with the higher ranking
B. The SLA with the higher Commitment Stringency
C. Combination of SLA Ranking and Commitment Stringency
D. Depending on the configurations of SLA Options in Organization application action
Answer: D
Question: 25
When adding a result set to the Start Center, which statement about the process is correct?
A. The display name of the result set is specified in the Result Setup application.
B. There are Select Content buttons for both the left and right pane of the Start Center.
C. The display name of the result set is specified by setting the properties dialog to the
appropriate value.
D. There is a Select Content button and a radio button that must be set to the appropriate pane for the Start menu.
By which kind of Template is an Incident escalation accomplished or configured?
A. E-mail Template
B. Escalation Template
C. Communication Template
D. Service Request Template
Answer: C
Question: 27
When a user record is modified and saved, which statement is true?
A. If a user is modified, no additional actions are required.
B. If a user is modified, the application server must be restarted.
C. If a system-level user is modified, the application server must be restarted.
D. If an application-level user is modified, the application server must be restarted.
Answer: A
Question: 28
A tester needs to verify a test case by creating a new escalation: Automate the e-mail distribution of a survey every 6 months to all Service Desk customers. The tester receives the Survey URL e-
mail on the test SMTP server as a result that Survey Escalation is executed successfully. However, once the URL is clicked, the customer survey page does not open as expected. What is
B. It is a process which describes an issue that affects many users.
C. It is an Incident or Problem which describes an issue that affects many users.
D. It is a Work Order or a catalog which describes an issue that affects many users.
Answer: C
Question: 40
What is the name of the portlet in the Start Center with functionality for adding a new record for specific applications?
A. KPI
B. Result Set
C. Applications
D. Quick Insert
Answer: D
Question: 41
The Service Desk Manager analyses the Service Request application and finds that there are five duplicate Closed Service Request (SR) records. The manager wants to delete all five records
from Service Request application. How can this be done in the Service Request application?
A. Closed SRs cannot be deleted.
B. Use Delete Service Request option of Select Action menu in Service Request tab for each SR.
C. Deleting Closed SRs can be determined by the administrator in the Organization application in
Select Action menu.
D. Display all the Closed SRs in the List tab, click Select Records to select five records, and then use Delete Service Request option of Select Action menu.
Answer: A
Question: 42
What are three valid Status for an Activity? (Choose three.)
A. CAN
B. NEW C. COMP
D. CLOSE
E. QUEUED F. PENDING
Answer: A, C, D
Question: 43
In the Service Request application, there is an existing Global Service Request. How can a
Problem Record be related to a Global Service Request?
A. Select the Known Error menu action.
B. Select the Show Similar Tickets menu action.
C. Click Service Request tab, and then Global Issues Section of Related to global ID to select a
D. Click Related Records tab, and then Global Issues Section of Related to Global ID to select the Problem Record.
Answer: B
Question: 44
When creating any Service Instance, what is the required input?
A. Workflow name B. Default Job Plan C. Catalog Request
D. Service fulfillment type
Answer: D
Question: 45
If a user is responsible for creating the Service Catalog and defining the content of the service, to which Service Catalog Security group does the user need to belong?
A. Service Designer
B. Operations Specialist
C. Service Delivery Manager
D. Service Execution Manager
Answer: A
Question: 46
An administrator creates a new custom Offering presentation containing two attributes. How can a new attribute be added to this presentation?
A. The number of attributes has to be changed in the PMSCSRVOFF (service offering) Object.
B. The number of attributes for the custom Offering presentation has to be changed in the
C. A new attribute field has to be added to Offerings application, using the Add/Modify Attribute action from the Select Action menu.
D. The new attribute has to be added in the Specifications section on the Specifications page of the Offerings application, using the New Row button.
Answer: B
Question: 47
A company provides worldwide outsourcing solutions. The service manager would like to receive
an e-mail summary every day at 9:00 AM on every Process Request that has the status In- Progress and has not been handled by a previous shift. How can this be done?
A. By defining a new KPI
B. By defining a new Action
C. By defining a new Workflow
D. By defining a new Escalation
Answer: D
Question: 48
When creating a service offering using the Offerings application which statement is correct?
A. A single service fulfillment definition is unique to an offering.
B. A single service fulfillment definition can be expressed in multiple offerings.
C. Service fulfillment definitions are used in creating service offering except as a part of a service offering that is of type 'MASTER'.
D. Service Fulfillment definitions are not used in creating a service offering except as a part of a service offering that is of type 'MASTER'.
Which file must be edited to specify the root of the \doclinks folder to be the home directory of the
WebSphere Application Server?
A. httpd.exe
B. httpd.conf
C. conf.httpd
D. httpconf.ini
Answer: B
Question: 50
A company defines its Service Catalog and how the service for "Build standard Web Server" will be provided when it is ordered. The new Job Plan, STNDWSJBPLN, has to be created to fulfill
the service. There is a requirement that all tasks should be started sequentially. Which statement is true?
A. Only the Predecessors must be defined for all tasks.
B. The Flow Controlled flag and Sequence field must be set for all tasks.
C. The Flow Controlled flag in the header of the Job Plan definition must be set.
D. Predecessors must be defined and the Flow Controlled flag must be set for all tasks.
Answer: D
Question: 51
The Service Catalog is installed. The customer raised a request regarding missing functionality for automation of task processing. Specification attributes are not copied from all Work Orders to
the tasks. It only works properly for Work Orders or children of Work Orders created by Order
Catalog. Where can this setting be changed?
A. Catalogs application
B. Organizations application
C. Catalog Orders application
D. Catalog Purchase Requisition application
Answer: B
Question: 52
When a Service Catalog request is approved, a catalog purchase requisition is created. When the
Service Catalog purchase requisition is approved, a catalog order is created. By default, organizations are set up for manual approval at each of these delivery stages. In which application should the automatic approval be set up?
A. Organizations
B. Catalog Orders
C. Offering Catalog
D. Service Fulfillment
Answer: A
Question: 53
Which action should the user take on the Fulfillment Option after specifying the service fulfillment on the Fulfillment Option?
For which purpose does an administrator add user groups to the Catalog?
A. To grant rights to access
B. To grant rights to read Catalog records
C. To grant rights to access Catalog application
D. To grant rights to read Catalog Offering records
Answer: B
Question: 55
In addition to configuring an application to have a User Interface control, and registering launch entries, which other activity must be performed to allow a Launch in Context specification to
operate correctly?
A. Proper security is assigned to it.
B. Operational Management products that the Integration Module supports.
C. The Logical Management Operation is supported by the Integration Module.
D. Implementing the Integration Module as either a Java class or invocation channel.
Answer: A
Question: 56
The Service Catalog is installed. IBM Tivoli Service Request Manager V7.1 Update Tool can be used to modify the default service content data to reference a different master data structure.
C. Instant Messaging information for specific user is accessible from the Person application.
D. Property mxe.im.sametimeserver is optional in order to set up Instant Messaging integration. E. Property mxe.im.connectiontimeout is required in order to set up Instant Messaging
integration.
F. Required properties for Instant Messaging integration are available in the System Properties application.
Answer: A, C, F
Question: 62
In order to use the current adapters to integrate IBM Tivoli Service Request Manager V7.1 with another Service Desk application, which additional product is required?
A. IBM Support Assistant
B. IBM Tivoli Event Console
C. IBM Tivoli Directory Integrator
D. Computer Telephony Integration
Answer: C
Question: 63
How can a Web Service be created from a predefined Object Structure?
A. Use the Create Web Service action from the Select Action menu, choose Create WS from
Object Structure and select the predefined Object Structure.
B. Search and select the predefined Object Structure from the Object Structures application, and choose Create Web Service from the Select Action menu.
C. Create a new Web Service from the Web Services Library application using the New Web
Service button, select New Row and choose the predefined Object Structure.
D. Use the New Web Service button in the Web Services Library application to create the Web Service, select Object Structure Services as source, and select the predefined Object Structure.
Answer: A
Question: 64
When installing Tivoli Directory Integrator (TDI), to allow IBM Tivoli Service Request Manager
V7.1 (TSRM) to integrate with various products, which method is used?
A. TDI Launchpad
B. TSRM Launchpad
C. TSRM InstallShield
D. TDI command line install
Answer: D
Question: 65
What are three valid object structures that need to have their XML schemas generated in order to access the object service for Tivoli Service Request Manager 7.1 integration with Tivoli Directory
Integrator for service desk integration? (Choose three.)
In addition to services and external systems, which other integration framework component must be modified to support bulk data import into IBM Tivoli Service Request Manager V7.1?
A. Events
B. Channels
C. Endpoints
D. Object Structures
Answer: D
Question: 84
How can an Action instance be created that is used to apply an SLA?
A. Set Object to SLA and Type to Application Action
B. Set Type to Custom Class and Value to APPLYSLA
C. Set Type to Custom Class and Accessible From to SLA D. Set Type to Application Action and Value to APPLYSLA
Answer: D
Question: 85
A customer would like IBM Tivoli Service Request Manager V7.1 (TSRM) to automatically send emails to all Reported By and Affected By users for high priority tickets once it is closed. Which
two components of TSRM can be configured to support the customers' requirements? (Choose two.)
Using the User Interface, where can e-mailing reports in PDF format be configured and scheduled?
A. In the Escalation application
B. In the Send Reports application
C. In the E-mail Listeners application
D. In the Report Administration application
Answer: D
Question: 87
An IBM Tivoli Service Request Manager V7.1 consultant needs to create and associate an escalation for an existing customer SLA. How can this be done by opening the existing SLA
record?
A. Click Escalation tab -> and use Create new Escalation Icon
B. Click SLA tab and use Commitment Section -> create or modify at least one commitment
C. Click Related SLAs tab and use Supporting Escalations sub tab -> create at least one escalation
D. Click Escalation tab and use Supporting Escalations Sections -> create at least one supporting escalation
Answer: B
Question: 88
A customer decides to shut down a UNIX server next Saturday. Which action from a Ticket
application is available for the user to see what other Configuration Items (CIs) are dependent on the UNIX server?
While managing queries, to whose Start Center will selecting the Public checkbox make a query available?
A. Anyone
B. Everyone
C. Current User
D. Person Group
Answer: A
Question: 90
An administrator has selected an attribute on a Classification that can be used with ITEMS, ASSETS, and WORKORDERS. How can the administrator make sure the attribute is mandatory
for new WORKORDERS?
A. In the Classification application, the administrator has to select the Attribute as Mandatory in the Use with section for the WORKORDER Object.
B. In the Classification application, the administrator has to select the Attribute as Mandatory in the Use with Object dialog for the WORKORDER Object.
C. The administrator has to select the Attribute as Required in the Database Configuration application, selecting the Required checkbox for the Attribute in the WORKORDER object.
D. The administrator has to select the Attribute as Mandatory in the Application Designer,
When configuring a result set on a Start Center, which statement is correct?
A. Result set types cannot be changed for an existing Start Center, but must be created on cloned copies.
B. When using the Edit Portlet application, dragging a result set icon to the canvas brings up the dialog box to first choose the query to use.
C. When using the Result Set application, choose the query to use, columns to display, and display options and chart options to create a result set.
D. When using Start Center application, choose the content selection dialog and specify existing result set types to populate those sections on the resulting canvas editor.
Answer: C
Question: 95
A customer creates one Ticket Template and applies it to the Service Request application, but the template never applies to any Service Request. What is a possible reason?
A. The Ticket Template status is set to Draft.
B. The Ticket Template status is set to Inactive.
C. The Ticket Template status is set to Draft and created for PMSCMR.
D. The Service Request has already been associated with the related Problem.
A. It is not possible to create Quick Insert Template for Ticket application.
B. Users must be granted access to Portlet application in order to use Quick Insert Template portlet.
C. Users must be granted access to Portlet application in order to modify Quick Insert Template
portlet.
D. Grants need to be setup for Start Center application in order to use Quick Insert Template functionality.
E. Users can create Quick Insert Template only for records marked as Main Object in the
Database Configuration application.
Answer: A, D
Question: 97
Which application should be used to create a ticket to capture an unknown or underlying cause of one or many issues?
A. Incident
B. Problem
C. Service Request
D. Service Fulfillment
Answer: B
Question: 98
What is the purpose of classifying a Solution?
A. Classifying a Solution is required to attach a Configuration Item or an Asset to the Solution. B. In case a Problem is checked as Known Error, a Solution can be added based on the
C. Classifying a Solution makes it easier for a Problem Manager to create a knowledge base.
D. In case an Incident has been classified, it allows the user to search for relevant Solutions and find Solutions based on the classification.
Answer: D
Question: 99
How can a specific process be enforced when handling tickets?
A. Using KPI
B. Using Workflows
C. Using Escalations
D. Using Start Center
Answer: B
Question: 100
A user calls and a Tier-1 agent creates a Service Request in IBM Tivoli Service Request Manager
V7.1. The agent has to associate that Service Request with a Classification and then add attributes. How can this be done in the Service Request application?
A. Click the Specification tab and add both Classification and Attributes B. Click the Classification tab and add both Classification and Attributes C. Click the Select Action option and then select Add Specification menu D. Click the Select Action option and then select Add Classification menu
Answer: A
Question: 101
What does the inheritstatus flag control in a Ticket application?
A. The resource set generator, the log installer, and the IBM Tivoli Service Request Manager
V7.1 (TSRM) installer
B. The Integration installer, the middleware installer, and the TSRM Launchpad installer
C. The resource set generator, the middleware installer, and the TSRM Launchpad installer
D. The resource set generator, the middleware installer, and the TSRM Base Services installer
Answer: C
Question: 105
When using the Related Records tab to relate records, which action can be taken?
A. Attach record B. Update record C. Create worklog
D. None, informational only
Answer: A
Question: 106
IBM Tivoli Service Request Manager V7.1, Tier-1 agent opens existing priority 1 ticket which is in
Closed status. The agent wants to update the Summary and Classification fields which are incorrectly entered. The agent chooses Select Action menu and then Edit History option of the closed ticket. How can changes be made to the Summary and Classification fields?
A. Edit Summary field and click Detail Menu to select Classification field
B. Cannot make changes to Classification field, but can make changes to the Summary field
C. Edit Summary field, click Specifications tab, and then Detail Menu to select Classification field
D. Cannot make changes to Summary field, but can click Detail Menu to select Classification field
When setting up IBM Tivoli Service Request Manager V7.1 Launch in Context, in addition to setting up security, which two attributes are required? (Choose two.)
A. Registered launch entries
B. Publish and query application data
C. Configure an application to have a User Interface control
D. Logical Management Operations supported by the Integration Module
E. Operational Management products that the Integration Module supports
Answer: A, C
Question: 108
The Service Catalog is installed. There is a customer requirement to change the behavior of the internal Catalog Purchase Requisition creation. Upon approval of the Catalog Request, a new internal Catalog Purchase Requisition is created with a status Unapproved. The customer needs
it to be created with an Approved status. Which application should be used to change the default
A. The administrator grants rights to Catalog records in the Security Group application. B. The administrator grants rights to Catalog records in the Catalogs application.
C. The user must have a Labor record associated in order to create Offering Catalog records.
D. The administrator grants rights to Catalog records in the Database Configuration application. E. The user must have access rights to at least one active Catalog in order to create Offering
Catalogs.
Answer: B, E
Question: 110
The Service Catalog is installed. There is a need to modify configuration to reference a different
Organization, Site, Set, and Vendor. IBM Tivoli Service Request Manager V7.1 updateTool can be used to accomplish this task. Prior to running the updateTool, it must be configured. Which three areas must be identified as a subject to update? (Choose three.)
A. Roles
B. Services C. Workflow D. Job Plans
E. Escalations
F. Classifications
Answer: B, D, F
Question: 111
Which Service Catalog security group role is responsible for the following:
Performing all operational processes and procedures of the Order Planning and Fulfillment, ensuring that all IT services and infrastructure meet operational targets.
When creating a service instance, what is a valid fulfillment type?
A. IT Service
B. Action Service
C. Service Catalog
D. Enterprise Service
Answer: B
Question: 113
A company defines its Service Catalog and how the service for "Build standard Web Server" will be provided when it is ordered. The Job Plan, STNDWSJBPLN, is created to fulfill the service.
The customer notices that when the record is set to the In Progress status, all related tasks are
not automatically set to the In progress status. Why was the status of these tasks not changed?
A. Predecessors are not defined for tasks.
B. Predecessors are defined for tasks and the flag Flow Controlled is checked.
C. Predecessors are defined for tasks but the flag Flow Controlled is not checked. D. Predecessors are not defined for tasks and the flag Flow Controlled is checked.