[Free] 2017(Sep) EnsurePass Testking IBM C2010-656 V13 Dumps with VCE and PDF 11-20

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IBM SmartCloud Control Desk V7.5 Service Request Management Implementation

Question No: 11 – (Topic 1)

The Offerings application is used for what two purposes? (Choose two.)

  1. To grant administrative rights to offerings

  2. To define the approvals for the Offering Fulfillmentprocess

  3. To define which catalogs the specific offering is a member of

  4. To create a process that will be followed once the offering is approved

  5. To create a process that will be followed once the offering is requested

Answer: B,C

Question No: 12 – (Topic 1)

What two type of questions are available when creating question and answer sets for surveys? (Choose two.)

  1. Attribute

  2. Free form

  3. Mandatory

  4. Check Box

  5. Combo Box

Answer: B,D

Question No: 13 – (Topic 1)

Which three pieces of information may be stored on aTicket Template and applied to a Service Request? (Choose three.)

  1. Owner Group

  2. Classification

  3. Internal Priority

  4. Affected Person

  5. Reported Priority

  6. Service Level Agreement

Answer: A,B,C

Question No: 14 – (Topic 1)

Which statement is true about addingkeywords to a solutions record?

  1. New keywords can only be added by the owner of the solution.

  2. New keywords can only be added from the Domains application.

  3. New keywords can only be added from the Solutions application.

  4. The keywords list ispredefined during implementation and cannot be modified.

Answer: C

Question No: 15 – (Topic 1)

The View Catalog Request application is used for what purpose?

  1. To view and manage all service requests

  2. To view and manage all service requests for a user

  3. To view and manage submitted requests for available offerings for a user

  4. To view and manage submitted requests for available catalogs for a user

Answer: C

Question No: 16 – (Topic 1)

In IBM SmartCloud Control Desk V7.5, which two types of records can be related to a service group? (Choose two.)

  1. Users

  2. Assets

  3. Access

  4. Locations

  5. Time Zones

Answer: B,D

Question No: 17 – (Topic 1)

What is a valid status sequence for a Response Plan?

  1. Draftgt;Active gt; Inactivegt; Active

  2. Newgt; Activegt; Inactive gt; Revised

  3. Draftgt;Pending gt; Activegt; Inactive

  4. Newgt; Pendinggt; Active gt; Revised

Answer: A

Question No: 18 – (Topic 1)

When a Self Service Center user is searching for a particular offering, how can they tell the difference between an offering and a solution if they performed a general search using the Search field?

  1. Offerings have puzzle pieces as icons.

  2. Offerings usually have icons that represent their service.

  3. Offerings for the user will be found in Frequent Requests.

  4. Offerings can only be found in the Request New Service folder.

Answer: B

Question No: 19 – (Topic 1)

Which statement is true about cart templates in IBM SmartCloud Control Desk V7.5?

  1. It is possible to add multiple cart templates in a shopping cart.

  2. It is possible to add only one cart template in each shoppingcart.

  3. It is possible to add multiple cart templates in a shopping cart only after the offering is validated.

  4. It is possible to add multiple cart templates in a shopping cart only if each item in the cart template is different.

Answer: A Explanation:

How does a service desk agent report the labor time spent for each activity related to resolving a problem?

  1. Use the Time Tracking section

  2. Apply a Service Level Agreement to the problem ticket

  3. Add the labor, start time, and end time in theFailure Reporting tab

  4. Use the buttons Start Timer and Stop Timer in the Problem application Answer: A

Question No: 20 – (Topic 1)

According to ITIL best practices, what is the primary goal when service desk staff works on an incident?

  1. Resolve the issue quickly

  2. Restore the service quickly

  3. Determine what caused the abnormal condition

  4. Document the interaction between the service desk agent and the user

Answer: B

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