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

1. All change managers at a company need to track if the percentage of changes implemented with approval across a date range is higher then 90%. Which IBM SmartCloud Control Desk functionality can create and display the necessary Key Performance Indicator (KPI)?

A) A custom KPI should be configured to display the percentage of changes implemented with approval by status, using Start Date and End Date input parameters, which then has to be configured in a KPI graph portlet on the dashboard of the Change Manager role.
B) The required KPI is already available which provides a graph of the percentage of changes implemented with approval by status.
C) A result set should be configured on the Start Center of the Change Manager role containing a query on the closed changes for a specific date range.
D) A standard report is already available which uses Start Date and End Date input parameters to provide a report with a bar chart of the percentage of changes implemented with and without approval by status.

2. Which type of solution can be used to incorporate customer information to easily track order status and simultaneously coordinate manufacturing, inventory, and shipping across different locations?

A) Workflow-driven change process
B) Enterprise resource planning
C) Service catalog
D) Cost management

3. How can an incident management process provide value to the business?

A) to align people and processes for the delivery of service
B) to reduce the impact of service outages
C) to enable users to resolve problems
D) to help control infrastructure cost when adding new technology

4. How is a power user of an IT asset and service management system defined?

A) A user with the highest level of authorization to access the system.
B) A user who has the ability to use advanced features of the system which are beyond the abilities of regular users.
C) A user who is responsible for management of the system administration team.
D) A user who is an expert in programming additional features to the system which will be used by other users.

5. 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) a customer relationship management system
C) runbook automation
D) knowledge-based systems

Solutions: