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

1. What is one aspect of the environment that is important for sizing an IT service management solution?

A) types of security protocols in use
B) quantity of people involved in the service management processes
C) IT staff certifications
D) IT processes in use

2. A customer has implemented a solution from a third-party vendor that is capable of listing configuration item inventory and supports release management. What is this solution missing to provide a fully functional CMDB?

A) Links
B) Relationships
C) Dependencies
D) Hierarchies

3. A customer is experiencing a number of pain points in their IT service delivery. The operational efficiency and performance of the IT support teams is dropping, resulting in the IT teams repeating many tasks which have failed to complete due to operator errors. Which solution area can help improve the efficiency of the IT support teams?

A) financial management
B) runbook automation
C) a customer relationship management system
D) knowledge-based systems

4. Which services attributes should be considered when analyzing the outcome for customer value?

A) people, products, and technology
B) desired outcome, supplier metrics, and IT objectives
C) objectives, metrics, and desired outcome
D) business objectives, IT objectives, and process metrics

5. Which technique is used to classify how well a product or solution meets IT asset and service management requirements?

A) architecture analysis
B) SWOT analysis
C) business process analysis
D) gap analysis

Solutions: