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IBM Control Desk Fundamentals Exam Certification Details:

Exam Price$200 (USD)
Books / TrainingIBM Control Desk
Passing Score70%
Duration90 mins
Exam NameIBM Certified Associate - IBM Control Desk v7.6
Sample QuestionsIBM Control Desk Fundamentals Sample Questions
Exam CodeC9560-680
Number of Questions63
Schedule ExamPearson VUE

Reference: https://www.ibm.com/certify/exam?id=C9560-680

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IBM C9560-680 Exam Syllabus Topics:

TopicDetailsWeights
Usage of IBM Control Desk.-Demonstrate knowledge of basic navigation and UI usage.
-Perform Service Desk Management.
-Demonstrate knowledge of managing IT hardware and software assets.
-Demonstrate knowledge of Configuration Management, Change Management and Release Management.
-Perform troubleshooting and problem determination on IBM Control Desk.
-Create ad-hoc reports and run system reports.
30%
General Installation and Deployment IBM Control Desk.-Describe the various offering types (IBM Control Desk, IBM Control Desk Internal Service Provider, IBM Control Desk External Service Provider).
-Describe the various deployment options (On Cloud/SaaS, On Premises).
-Understand the installation process and steps.
-Explain the general architecture of IBM Control Desk on the different deployment options.
-Explain the methods and tools that support external integration ( ITIC, Integration Framework, IBM Security Directory Integrator (previously TDI), etc).
14%
IBM Control Desk Concepts-Explain Service Management Concepts and their interdependencies.
-Explain the processes and capabilities of Service Desk and Self Service.
-Explain the processes and capabilities of Service Catalog and Self Service.
-Explain the capabilities of Configuration Management, Change Management and Release Management.
-Explain the capabilities of IT Asset Management (hardware and software).
21%
Configure IBM Control Desk-Explain the security options including people and users for IBM Control Desk.
-Perform the initial configuration which includes IT foundation data (organization, sites, etc.)
-Understand report administration, security and reporting capabilities.
-Explain the IBM Control Desk options for logging (serviceability logging).
-Summarize the system configuration options (system properties, cron tasks, etc).
-Explain how workflows and escalations can be configured.
-Perform UI changes and database configuration modifications.
35%

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