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

1. A customer's service desk team is complaining about IBM SmartCloud Control Desk user interface performance. What should be the starting point in analyzing the situation to determine the most likely cause of the performance issues?

A) Application logs
B) Advanced workload designer
C) System performance console
D) Client browser settings

2. A customer's service desk team is complaining about IBM SmartCloud Control Desk user interface performance. What is the most likely cause?

A) Badly configured cron tasks
B) Badly configured actions
C) Badly configured workflows
D) Badly configured processes

3. The IBM SrnartCloud Control Desk is based on a common platform, the Tivoli Process Automation Engine (TPAE). What two capabilities does TPAE provide? (Choose two.)

A) A scanning tool for identifying deployed IT infrastructure components
B) A common user interface and GUI editor.
C) An incident handling capability.
D) A service catalog for publishing self-help services to end users.
E) Compliance support through e-Signature and e-Audit.

4. Based on the ITIL Framework, what should be the purpose of every implemented process (Incident Management, Problem Management, Change Management, etc.)?

A) To identify units of organizations responsible for specific outcomes
B) To ensure that services are designed to meet business needs
C) To create value for stakeholders
D) To define activities, roles, responsibilities, functions, and metrics

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

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

Solutions: