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IBM C2010-591 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Deployment and Operations | - Operational monitoring and maintenance - Troubleshooting common automation issues - Installation and configuration basics |
| Topic 2: Tivoli Service Automation Manager Concepts | - Resource lifecycle management - Service provisioning and orchestration - Workflow automation and task execution |
| Topic 3: Service Request and Incident Management | - Service request lifecycle and fulfillment process - Incident management workflows and resolution - Service catalog design and usage |
| Topic 4: Tivoli Service Delivery and Automation Overview | - IBM Tivoli service management and automation portfolio overview - IT service management (ITSM) fundamentals - Process automation concepts and business value |
| Topic 5: Integration and Architecture | - Integration with ITSM tools and service desk systems - Architecture components of Tivoli automation solutions - Data flow and system interoperability |
IBM Fundamentals of Applying Tivoli Service Delivery and Process Automation Solutions V3 Sample Questions:
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
Correct Answer: A 🗳️
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
Correct Answer: A 🗳️
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.
Correct Answer: B,E 🗳️
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
Correct Answer: C 🗳️
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.
Correct Answer: D 🗳️
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