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

1. A customer is planning to implement an IBM SmartCloud Control Desk solution. When should it be recommended to use IBM provided pre-installed VM images?

A) When there will be no more then 50 concurrent users, and time to value is critical for the project.
B) When there will be more then 50 concurrent users, and time to value is critical for the project.
C) When there will be more then 50 concurrent users, and the customer wants to have multiple JVMs.
D) When there will be no more then 50 concurrent users, and the customer wants to reuse an existing database environment.

2. Which Key Performance Indicator (KPI) determines the effectiveness of the Service Level Management Process?

A) A KPI that measures IT customer satisfaction.
B) A KPI that measures IT department satisfaction.
C) A KPI that shows the total cost for open incidents and problems.
D) A KPI that shows the open service requests in a period of time.

3. How is a power user of an IT asset and service management system defined?

A) A user with the highest level of authorization to access the system.
B) A user who has the ability to use advanced features of the system which are beyond the abilities of regular users.
C) A user who is an expert in programming additional features to the system which will be used by other users.
D) A user who is responsible for management of the system administration team.

4. What is a service owner responsible for?

A) Carrying out the service operation activities needed to support a service
B) Continual improvement of a service
C) Designing and documenting a service
D) Producing a balanced scorecard showing the overall status of all services

5. A customer is planning to implement IBM SmartCloud Control Desk to automate incident and problem management processes. The solution will be offered as a service to external customers and they want to negotiate individual terms, conditions, and service prices with each company as well as provide monthly billing. What does the customer have to purchase in order to implement this solution?

A) IBM SmartCloud Control Desk and IBM SmartCloud Control Desk for Managed Service Providers licenses
B) IBM SmartCloud Control Desk for Internal Service Providers licenses
C) IBM SmartCloud Control Desk for Managed Service Providers licenses
D) IBM SmartCloud Control Desk and IBM SmartCloud Control Desk for Internal Service Providers licenses

Solutions: