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

1. After implementing IBM SmartCloud Control Desk, customer Key Performance Indicators show there are a large number of reoccurring incidents. This is a sign that one of the processes is not efficient. Which process is it?

A) Request Fulfillment
B) Change Management
C) Problem Management
D) Incident Management

2. Which Key Performance Indicator (KPI) determines the effectiveness of the Service Level Management Process?

A) A KPI that measures IT department satisfaction.
B) A KPI that shows the open service requests in a period of time.
C) A KPI that shows the total cost for open incidents and problems.
D) A KPI that measures IT customer satisfaction.

3. A customer has implemented a solution from a third-party vendor that is capable of listing configuration item inventory and supports release management. What is this solution missing to provide a fully functional CMDB?

A) Links
B) Dependencies
C) Hierarchies
D) Relationships

4. Which services attributes should be considered when analyzing the outcome for customer value?

A) desired outcome, supplier metrics, and IT objectives
B) people, products, and technology
C) business objectives, IT objectives, and process metrics
D) objectives, metrics, and desired outcome

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

Solutions: