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

1. A service desk is handling service catalog requests, incidents, and problems for all their customers 24 hours a day 7 days a week. Which IBM SmartCloud Control Desk architecture and edition should be recommended to support the service desk?

A) Multi-server, IBM SmartCloud Control Desk
B) Single server. IBM SmartCloud Control Desk
C) Single server, IBM SmartCloud Control Desk - Entry
D) Multi-server, IBM SmartCloud Control Desk - Entry

2. Which option consists of process, service, and operational management and helps organizations better manage their IT infrastructure?

A) IBM SmartCloud Enterprise Provisioning
B) IBM Service Management
C) IBM Workload Balancer
D) IBM Smart Groupware

3. Which business process can be implemented with a CMDB solution?

A) Database discovery
B) Change management
C) Software configuration management
D) Configuration item audit and reconciliation

4. A customer requires a solution which can capture, integrate, and maintain technical and financial information about IT components throughout the lifecycle - from planning and procurement, to deployment and maintenance, through end of life and disposal. Which solution is appropriate for this requirement?

A) Change and Configuration Database Management
B) Capacity Management for IT
C) Asset Management for IT
D) Service Request Management

5. Which statement is true about Key Performance Indicators (KPIs)?

A) KPIs must be specific, measurable, achievable, realistic, and timely (SMART).
B) KPIs are defined according to the IT customer requirements.
C) KPIs always have to be adjusted to match the customer's actual status.
D) KPIs should always be measured by percentage.

Solutions: