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

1. 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) a customer relationship management system
B) runbook automation
C) knowledge-based systems
D) financial management

2. Which statement describes functional components provided by IBM SmartCloud Control Desk?

A) It gathers usage metrics (infrastructure and application resources) and stores the data for historical and audit purposes; an aggregation point for element level statistics provided by performance and capacity agents and data collection components.
B) It manages the logical and physical IT infrastructure by discovering and verifying Configuration Items and their versions; it tracks detailed hardware and software configurations and logical relationships between the items based on information gathered via sensors.
C) It provides support for new business ordering from a standard catalog, and the associated workflow to sell/contract the service.
D) It provides capability to deploy software packages to all endpoints, including required patches, and fulfill a software deployment request.

3. 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 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.
B) 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.
C) The required KPI is already available which provides a graph of the percentage of changes implemented with approval by status.
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.

4. What is the basis for any gap analysis on IT asset and service management solutions?

A) A financial report on a customer's IT expenditure.
B) The current IT satisfaction survey results for IT users.
C) The customer's IT business processes and requirements for asset and service management.
D) The contents of a customer's CMDB.

5. Which statement most accurately describes functionality provided by IBM SmartCloud Control Desk?

A) It monitors, measures, and reports discrete resources within an IT environment to ensure optimal and committed performance levels.
B) It provides remote control functions that allow administrators/engineers to connect to and remotely operate client devices and servers such as hardware and software-based technologies that enable console access, remote KVM, and power management necessary to support a lights out data center environment.
C) It provides services for the storing, categorization, searching, and correlation of data about client accounts, solutions, contracts, revenue, organizations, and products.
D) It provides forecasting, tracking, and planning of labor and skills involved in IT processes across a global enterprise.

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