IBM Tivoli Service Request Manager V7.1 Implementation

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IBM Tivoli Service Request Manager V7.1 Implementation
Question: 1
Which system property is used for supporting text file types for attachment searches?
A. LWDICT
B. ATTEXT
C. ATTCREATE
D. LUCENEOBJINDEX
Answer: B
Question: 2
In the deployment of IBM Tivoli Service Request Manager V7.1, a consultant needs to create a new
escalation for the following conditions: Send notification to all the persons in the E-Mail
Group, if Tickets classification is assigned to email related Issues. The consultant also needs to
store the Ticket ID and Ticket status in a table when escalation is executed after successful condition and
notification is being sent to an E-Mail user groups. Using the Escalation application, how can this be
done?
A. Use the Notification class.
B. Use Set Value-Type Action.
C. Use Escalation Condition Query.
D. Use a custom class-Type Action and write Java class.
Answer: D
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Question: 3
A customer wants to trigger three actions when any Service Request is not handled within 8 working
hours:
1. Send an email notification to the shift manager.
2. Change the Request priority to high.
3. Assign the request to the URGTEAM group. How can this be done?
A. By defining a new Action
B. By defining a new Cron Task
C. By defining a new Escalation
D. By defining a new E-Mail Listener
Answer: C
Question: 4
Which two statements are true? (Choose two.)
A. A price can be specified for an offering.
B. An attribute can be specified for an offering.
C. A list of Assets can be included for an offering.
D. A list of Configuration Items can be included for an offering.
E. Service fulfillment needs to be specified in order to create the offering.
Answer: A, E
Question: 5
When creating a service offering using the Offerings application, which statement is correct?
A. An offering is unique to a catalog.
B. An offering is unique to an organization.

C. An offering contains information not found in the referenced service fulfillment.
D. An offering contains a list of specifications for the type of user that can be associated with it.
Answer: C
Question: 6
An organization wants to advertise an existing, non-automated service that requires a request path that
is not integrated into the Service Catalog. Which service type is used to achieve this?
A. Action service
B. Advertise service
C. Descriptive service
D. Supply Chain service
Answer: C
Question: 7
Where is the content of an Attribute Presentation for Service Catalog Offerings stored?
A. in the MENU.XML System XML
B. in the LIBRARY.XML System XML
C. in the Attribute dialog of the PMSCSRVOFF (Offerings) application
D. in the PRESENTATIONXML Attribute of the PMSCSRVOFF Object
Answer: B
Question: 8
When can a user classify a Fulfillment Option?

A. It can always be classified
B. When modality is of type Service Request
C. When Fulfillment Option is set to Complex
D. When there is a Job Plan attached to the Fulfillment Option
Answer: B
Question: 9
In which application is Instant Messaging integration available?
A. Person application
B. Problem application
C. Work Order application
D. Any application that contains information about user who created the record
Answer: B
Question: 10
Tivoli Directory Integrator architecture is divided into two parts, the core system and the components. In
addition to Parsers and Connectors, what other component is available?
A. XML/Flat files
B. EventHandlers
C. AssemblyLines
D. Database interface tables
Answer: B
Question: 11
When generating the schema/view XML while setting up the TDI service desk integration for
Tivoli Service Request Manager V7.1, what is the MXOSCI Object Structure?
A. Configuration Item Object Structure
B. Object Structure Common Interface
C. Object System Component Interface
D. Operations System Common Interface
Answer: A
Question: 12
Which two applications are required to create a new Process Request from a Service Request?
A. IBM Tivoli Service Request Manager V7.1 (TSRM) and IBM Tivoli Change and Configuration
Management Database V7.1 (CCMDB)
B. Release and TSRM
C. Change and Release
D. IBM Tivoli Application Dependency and Discovery Manager V7.1 and CCMDB
Answer: A
Question: 13
On which machine can an Action of Type Command Line Executable run the executable file?
A. The database server machine
B. The application server machine
C. The selected endpoint machine
D. The targeted hostname machine

Answer: B
Question: 14
The Service Request and Service Catalog applications have been installed at a customer location. Which
statement is true?
A. Service Catalog Requests can be created using Service Request.
B. Service Catalog Request cannot be created using Service Request.
C. There is no option to create Service Requests from the Service Catalog.
D. There is no relationship between Service Catalog and Service Request applications.
Answer: A
Question: 15
What are the two categories available for integration between external Service Desk applications and
IBM Tivoli Service Request Manager V7.1? (Choose two.)
A. User Integration
B. Data Integration
C. Process Integration
D. High Availability Integration
E. Customer Information Integration
Answer: B, C
Question: 16
Which three operations are supported by the Web Service Description Language of an Object
Structure Web Service? (Choose three.)
A. Add
B. Sync
C. Query
D. Create E. Change F. Remove
Answer: B, C, D
Question: 17
What is the default lookup for any Computer Telephony Integration with IBM Tivoli Service
Request Manager V7.1?
A. Name
B. Phone
C. Caller ID
D. Customer number
Answer: B
Question: 18
With the Web Services Library application, which three Integration Framework services can deploy a
Web Service? (Choose three.)
A. IF Web Service
B. WSDL Web Service
C. Standard Web Service
D. Enterprise Web Service
E. Problem Ticket Web Service
F. Object Structure Web Service

Answer: C, D, F
Question: 19
To change the column layout in the Start Center, what should be selected?
A. Left-Right
B. Bottom-Top
C. Top-Bottom
D. Wide-Narrow
Answer: D
Question: 20
What are three records that an IBM Tivoli Service Request Manager V7.1 user can create tickets against?
(Choose three.)
A. Error
B. Asset
C. Location
D. Inspection Result
E. Configuration Item
F. Actual Configuration Item
Answer: B, C, E
Question: 21
How can existing attributes be added to any classification?

A. When creating the Classification
B. Using the New Row button in the Attributes section of the Classification application
C. Using the New Row button in the Classification section of the Attributes application
D. Using the Add/Modify Properties action in the Select Action menu of the Classifications application
Answer: B
Question: 22
There is an importreport.cmd batch file available for report importing. Which statement is true?
A. It can import BIRT or CRYSTAL reports.
B. It can import only a single report or library at one time.
C. It can import multiple reports and libraries at one time but only for BIRT reports.
D. It can import multiple reports and libraries at one time but only for CRYSTAL reports.
Answer: C
Question: 23
Which three options does the Report Administrator have the ability to specify? (Choose three.)
A. Report Security Settings end user
B. Read and write design files
C. Provide metadata about the Report Object Model
D. Report availability, and how they open, run, and print
E. Provide a graphical representation of the report design
F. Define parameters and Set Record Limits as Performance Enabler
Answer: A, D, F
Question: 24
The following two SLAs have been created for a company:
SLA # 1: All tickets related to laptops (regardless of priority) will be assigned within 4 hours of
Incident creation and resolved within 6 hours of Incident creation.
SLA # 2: All Incident tickets generated by the President (regardless of ticket/symptom categorization)
must be assigned within 1 hour and resolved within 2 hours. Assume that the Ticket application supports
applying multiple SLAs and that the two SLAs are applied to an Incident separately.
Which SLA takes precedence to fulfill conditions from the Incident application?
A. The SLA with the higher ranking
B. The SLA with the higher Commitment Stringency
C. Combination of SLA Ranking and Commitment Stringency
D. Depending on the configurations of SLA Options in Organization application action
Answer: D
Question: 25
When adding a result set to the Start Center, which statement about the process is correct?
A. The display name of the result set is specified in the Result Setup application.
B. There are Select Content buttons for both the left and right pane of the Start Center.
C. The display name of the result set is specified by setting the properties dialog to the
appropriate value.
D. There is a Select Content button and a radio button that must be set to the appropriate pane for the
Start menu.
Answer: B
Question: 26
By which kind of Template is an Incident escalation accomplished or configured?
A. E-mail Template
B. Escalation Template
C. Communication Template
D. Service Request Template
Answer: C
Question: 27
When a user record is modified and saved, which statement is true?
A. If a user is modified, no additional actions are required.
B. If a user is modified, the application server must be restarted.
C. If a system-level user is modified, the application server must be restarted.
D. If an application-level user is modified, the application server must be restarted.
Answer: A
Question: 28
A tester needs to verify a test case by creating a new escalation: Automate the e-mail distribution of a
survey every 6 months to all Service Desk customers. The tester receives the Survey URL e-
mail on the test SMTP server as a result that Survey Escalation is executed successfully. However, once
the URL is clicked, the customer survey page does not open as expected. What is
the possible reason?
A. The survey is in Draft status.
B. The survey is in Private status.
C. The survey questions are in Draft status.

D. The survey questions are in Private status.
Answer: B
Question: 29
Which function, module, or tool is used to import bulk data into IBM Tivoli Service Request
Manager V7.1?
A. Maximo Data Loader
B. Application Designer
C. Integration Composer
D. Database Configuration Manager
Answer: C
Question: 30
Which type of content does a Migration Manager package contain?
A. A Package manifest, Package metadata, Configuration content, Compiled sources
B. A Package manifest, Structural configuration content, Non-structural configuration content, Compiled

sources, history data
C. A Package manifest, Package metadata, Structural configuration content, Non-structural configuration

content, Compiled sources
D. A Package manifest, Package metadata, Structural configuration content, Non-structural configuration

content, Compiled sources, history data
Answer: D
Question: 31
Given authorization to create, manage, and save queries of applications, which action will make a
query available to anyone's Start Center?
A. Public checkbox
B. Private checkbox
C. Advanced Search
D. Save Current Query
Answer: A
Question: 32
At which level is Classification Structure set?
A. Site
B. System
C. Location
D. Organization
Answer: B
Question: 33
To which three applications are Ticket Templates applied? (Choose three.)
A. PMSCSO
B. PMSCPR
C. Activities and Tasks
D. Problems and Solutions
E. Problems and PMSCMR

F. Service Requests and Solutions
Answer: A, B, E
Question: 34
From which two applications can a new Solution be created? (Choose two.)
A. Incidents
B. Problems
C. Service Requests
D. Change Requests
E. Process Requests
Answer: A, B
Question: 35
A multinational companys service management needs a review process in applications like
Incident, Service Request and Problems. Which feature can accomplish this using IBM Tivoli
Service Request Manager V7.1?
A. SLA
B. Activities
C. Workflow
D. Escalations
Answer: C
Question: 36
When is a Problem ticket resolved?
A. When the customer agrees it is resolved.
B. When the root cause has been identified.
C. When the impact on operations has stopped.
D. When priority matrix shows it no longer affects normal operations.
Answer: B
Question: 37
By default, which application has the inheritstatus flag set to true?
A. Incidents application
B. Service Inventory application
C. Service Requests application
D. Process Requests application
Answer: C
Question: 38
What are the two different types of system properties? (Choose two.)
A. Site Properties
B. Global Properties
C. Object Properties
D. Instance Properties
E. Application Properties
Answer: B, D
Question: 39
What is the best description of a Global Ticket?
A. It is an offering that affects many users.
B. It is a process which describes an issue that affects many users.
C. It is an Incident or Problem which describes an issue that affects many users.
D. It is a Work Order or a catalog which describes an issue that affects many users.
Answer: C
Question: 40
What is the name of the portlet in the Start Center with functionality for adding a new record for specific
applications?
A. KPI
B. Result Set
C. Applications
D. Quick Insert
Answer: D
Question: 41
The Service Desk Manager analyses the Service Request application and finds that there are five
duplicate Closed Service Request (SR) records. The manager wants to delete all five records
from Service Request application. How can this be done in the Service Request application?
A. Closed SRs cannot be deleted.
B. Use Delete Service Request option of Select Action menu in Service Request tab for each SR.
C. Deleting Closed SRs can be determined by the administrator in the Organization application in
Select Action menu.
D. Display all the Closed SRs in the List tab, click Select Records to select five records, and then use
Delete Service Request option of Select Action menu.
Answer: A
Question: 42
What are three valid Status for an Activity? (Choose three.)
A. CAN
B. NEW C. COMP
D. CLOSE
E. QUEUED F. PENDING
Answer: A, C, D
Question: 43
In the Service Request application, there is an existing Global Service Request. How can a
Problem Record be related to a Global Service Request?
A. Select the Known Error menu action.
B. Select the Show Similar Tickets menu action.
C. Click Service Request tab, and then Global Issues Section of Related to global ID to select a
Problem Record.
D. Click Related Records tab, and then Global Issues Section of Related to Global ID to select the Problem
Record.
Answer: B
Question: 44
When creating any Service Instance, what is the required input?
A. Workflow name B. Default Job Plan C. Catalog Request
D. Service fulfillment type
Answer: D
Question: 45
If a user is responsible for creating the Service Catalog and defining the content of the service, to which
Service Catalog Security group does the user need to belong?
A. Service Designer
B. Operations Specialist
C. Service Delivery Manager
D. Service Execution Manager
Answer: A
Question: 46
An administrator creates a new custom Offering presentation containing two attributes. How can a new
attribute be added to this presentation?
A. The number of attributes has to be changed in the PMSCSRVOFF (service offering) Object.
B. The number of attributes for the custom Offering presentation has to be changed in the
LIBRARY.XML system XML.
C. A new attribute field has to be added to Offerings application, using the Add/Modify Attribute action
from the Select Action menu.
D. The new attribute has to be added in the Specifications section on the Specifications page of the
Offerings application, using the New Row button.
Answer: B
Question: 47
A company provides worldwide outsourcing solutions. The service manager would like to receive
an e-mail summary every day at 9:00 AM on every Process Request that has the status In- Progress and
has not been handled by a previous shift. How can this be done?
A. By defining a new KPI
B. By defining a new Action
C. By defining a new Workflow
D. By defining a new Escalation
Answer: D
Question: 48
When creating a service offering using the Offerings application which statement is correct?
A. A single service fulfillment definition is unique to an offering.
B. A single service fulfillment definition can be expressed in multiple offerings.
C. Service fulfillment definitions are used in creating service offering except as a part of a service offering
that is of type 'MASTER'.
D. Service Fulfillment definitions are not used in creating a service offering except as a part of a service
offering that is of type 'MASTER'.
Answer: B
Question: 49
Which file must be edited to specify the root of the \doclinks folder to be the home directory of the
WebSphere Application Server?
A. httpd.exe
B. httpd.conf
C. conf.httpd
D. httpconf.ini
Answer: B
Question: 50
A company defines its Service Catalog and how the service for "Build standard Web Server" will be
provided when it is ordered. The new Job Plan, STNDWSJBPLN, has to be created to fulfill
the service. There is a requirement that all tasks should be started sequentially. Which statement is true?
A. Only the Predecessors must be defined for all tasks.
B. The Flow Controlled flag and Sequence field must be set for all tasks.
C. The Flow Controlled flag in the header of the Job Plan definition must be set.
D. Predecessors must be defined and the Flow Controlled flag must be set for all tasks.
Answer: D
Question: 51
The Service Catalog is installed. The customer raised a request regarding missing functionality for
automation of task processing. Specification attributes are not copied from all Work Orders to
the tasks. It only works properly for Work Orders or children of Work Orders created by Order
Catalog. Where can this setting be changed?
A. Catalogs application
B. Organizations application
C. Catalog Orders application
D. Catalog Purchase Requisition application
Answer: B
Question: 52
When a Service Catalog request is approved, a catalog purchase requisition is created. When the
Service Catalog purchase requisition is approved, a catalog order is created. By default, organizations are
set up for manual approval at each of these delivery stages. In which application should the automatic
approval be set up?
A. Organizations
B. Catalog Orders
C. Offering Catalog
D. Service Fulfillment
Answer: A
Question: 53
Which action should the user take on the Fulfillment Option after specifying the service fulfillment on
the Fulfillment Option?
A. Click Save
B. Change status to READY
C. Change status to PENDING
D. Change status to APPROVED

Answer: A
Question: 54
For which purpose does an administrator add user groups to the Catalog?
A. To grant rights to access
B. To grant rights to read Catalog records
C. To grant rights to access Catalog application
D. To grant rights to read Catalog Offering records
Answer: B
Question: 55
In addition to configuring an application to have a User Interface control, and registering launch entries,
which other activity must be performed to allow a Launch in Context specification to
operate correctly?
A. Proper security is assigned to it.
B. Operational Management products that the Integration Module supports.
C. The Logical Management Operation is supported by the Integration Module.
D. Implementing the Integration Module as either a Java class or invocation channel.
Answer: A
Question: 56
The Service Catalog is installed. IBM Tivoli Service Request Manager V7.1 Update Tool can be used to
modify the default service content data to reference a different master data structure.
What are three elements of this structure? (Choose three.)
A. Site
B. Item
C. Vendor
D. Company
E. Location
F. Organization
Answer: A, C, F
Question: 57
Which service type is used when creating a new service in the Service Catalog that utilizes the full
Service Catalog fulfillment capabilities?
A. Action service
B. Catalog service
C. Descriptive service
D. Supply Chain service
Answer: D
Question: 58
Which two presentation options can a user define for each attribute in an Offering? (Choose two.)
A. Hidden
B. Read-only
C. Mandatory
D. Password protected
E. Position on the presentation

Answer: A, B
Question: 59
In the Service Catalog, which role is responsible for identifying the way in which a service is defined?
A. Operations Analyst
D. Service Execution Manager
Answer: C
Question: 60
Which application should be selected to enable database auditing?
A. DB2 Configuration
B. Database Configuration
C. System Properties Manager
D. Conditional Expression Manager
Answer: B
Question: 61
Which three statements are true? (Choose three.)
A. Chat history is accessible from the Ticket application, on the Communication tab.
B. Instant Messaging information for specific user is accessible from the User application.
C. Instant Messaging information for specific user is accessible from the Person application.
D. Property mxe.im.sametimeserver is optional in order to set up Instant Messaging integration. E.

Property mxe.im.connectiontimeout is required in order to set up Instant Messaging
integration.
F. Required properties for Instant Messaging integration are available in the System Properties
application.
Answer: A, C, F
Question: 62
In order to use the current adapters to integrate IBM Tivoli Service Request Manager V7.1 with another
Service Desk application, which additional product is required?
A. IBM Support Assistant
B. IBM Tivoli Event Console
C. IBM Tivoli Directory Integrator
D. Computer Telephony Integration
Answer: C
Question: 63
How can a Web Service be created from a predefined Object Structure?
A. Use the Create Web Service action from the Select Action menu, choose Create WS from
Object Structure and select the predefined Object Structure.
B. Search and select the predefined Object Structure from the Object Structures application, and choose
Create Web Service from the Select Action menu.
C. Create a new Web Service from the Web Services Library application using the New Web
Service button, select New Row and choose the predefined Object Structure.
D. Use the New Web Service button in the Web Services Library application to create the Web Service,
select Object Structure Services as source, and select the predefined Object Structure.
Answer: A
Question: 64
When installing Tivoli Directory Integrator (TDI), to allow IBM Tivoli Service Request Manager
V7.1 (TSRM) to integrate with various products, which method is used?
A. TDI Launchpad
B. TSRM Launchpad
C. TSRM InstallShield
D. TDI command line install
Answer: D
Question: 65
What are three valid object structures that need to have their XML schemas generated in order to access
the object service for Tivoli Service Request Manager 7.1 integration with Tivoli Directory
Integrator for service desk integration? (Choose three.)
A. MXIM
B. MXINCIDENT C. MXOSTICKET D. MXMESSAGE
E. MXOSPROBLEM
F. MXCLASSIFICATION
Answer: C, E, F
Question: 66
When creating a Web Service from an Object Structure, what are three of the five operations that it
supports? (Choose three.)
A. Host
B. Drop
C. Sync
D. Query
E. WSDL
F. Create
Answer: C, D, F
Question: 67
Which technology is used for a Computer Telephony Integration?
A. Java Message Service
B. Java System Message Queue
C. Java Remote Method Invocation
D. Java Remote Enterprise Message
Answer: C
Question: 68
In which way can new Process Request be created from the Service Request, application?
A. Select the Add Process Request action from the GoTo menu
B. Select the Create Process Request action from the GoTo menu
C. Select the Add Process Request action from the Select Action menu
D. Select the Create Process Request action from the Select Action menu
Answer: D
Question: 69
Which task must be performed after creating a new group and LDAP enabled?
A. Associate one or more roles with the security group. B. Create the new security group in the directory
server.
C. Import a security group.xml file to create a virtual security profile.
D. Specify application access permissions in Security ? Security Groups.
Answer: D
Question: 70
In which application is database auditing enabled?
A. DB2 Configuration
B. System Properties
C. Database Configuration
D. WebSphere Configuration
Answer: C
Question: 71
Which application should be used to restrict data type in a field?
A. Attribute Manager
B. Administrator Manager
C. Conditional Expression Manager

D. Unconditional Expression Manager
Answer: C
Question: 72
Which three kinds of restrictions can be placed on a field? (Choose three.)
A. Hidden B. Invalid C. Unique
D. Required E. Read-only F. Read/write
Answer: A, D, E
Question: 73
The IBM Tivoli middleware installer installs the IBM Rational Agent Controller (RAC) during the
middleware installation. Which statement is true?
A. The RAC does not import log and trace information from remote systems.
B. There is no relationship between Agent controller and Log and Trace Analyzer.
C. RAC gathers information from a remote database and passes it onto the Log and Trace
Analyzer.
D. RAC gathers information from log files residing on remote servers and passes it onto the Log and Trace
Analyzer.
Answer: D
Question: 74
How is the new Lucene lndex created by the PmObjSearch Cron Task rebuilt?
A. By deleting the srm.properties file

B. By deleting the system.properties file
C. By deleting the Language Ware dictionary files
D. By changing the location of the Lucene index files
Answer: A
Question: 75
What are the two key characteristics of global properties? (Choose two.)
A. Live refresh allowed
B. Live refresh not allowed C. Offline changes allowed D. Online changes allowed
E. Online changes not allowed
Answer: A, D
Question: 76
Which subdirectories need to be created under the doclinks directory to use attachments?
A. Pictures, Default, Required, Videos
B. Default, Diagrams, Data, Documents
C. Attachments, Default, Diagrams, Images
D. Diagrams, Images, Required, Documents
Answer: C
Question: 77
How can IBM Tivoli Service Request Manager data be logically separated?
A. Organizations B. Failure Codes C. Classifications D. Working Types
Answer: A
Question: 78
To obtain the presentation files to modify Lookup IDs, which Application Designer function must be
performed?
A. Export System XML B. Save Control Palette
C. Save Control Properties
D. Export Application Definition
Answer: A
Question: 79
Which statement is true about the Survey application?
A. Survey is an IBM Tivoli Service Request Manager V7.1 (TSRM) application and can use the
Database Configuration application to add attributes.
B. Survey is a TSRM application and cannot use the Database Configuration application to add attributes.
C. Survey is not a TSRM application and can use the Database Configuration application to add
attributes.
D. Survey is not a TSRM application and cannot use the Database Configuration application to
add attributes.
Answer: C
Question: 80
At which levels can Report security be set through Report Administration?
A. By group and user
B. By application and user
C. By application and group
D. By user group and individual report
Answer: D
Question: 81
What must be done to ensure that a Service Request, SLA, Problem or Incident escalation will trigger?
A. Add them to the Crontab B. Edit the System Property C. Select Activate Escalation
D. Edit the Configuration Template
Answer: C
Question: 82
Which function in the Application Designer is used to load the presentation files into the database?
A. Control Palette
B. Control Properties
C. Import System Definition
D. Import Application Definition
Answer: D
Question: 83
In addition to services and external systems, which other integration framework component must be
modified to support bulk data import into IBM Tivoli Service Request Manager V7.1?
A. Events
B. Channels
C. Endpoints
D. Object Structures
Answer: D
Question: 84
How can an Action instance be created that is used to apply an SLA?
A. Set Object to SLA and Type to Application Action
B. Set Type to Custom Class and Value to APPLYSLA
C. Set Type to Custom Class and Accessible From to SLA D. Set Type to Application Action and Value to
APPLYSLA
Answer: D
Question: 85
A customer would like IBM Tivoli Service Request Manager V7.1 (TSRM) to automatically send emails to
all Reported By and Affected By users for high priority tickets once it is closed. Which
two components of TSRM can be configured to support the customers' requirements? (Choose two.)
A. SLA
B. Action
C. Escalation
D. Email Listener
E. System Property
Answer: A, C
Question: 86
Using the User Interface, where can e-mailing reports in PDF format be configured and scheduled?
A. In the Escalation application
B. In the Send Reports application
C. In the E-mail Listeners application
D. In the Report Administration application
Answer: D
Question: 87
An IBM Tivoli Service Request Manager V7.1 consultant needs to create and associate an escalation for
an existing customer SLA. How can this be done by opening the existing SLA
record?
A. Click Escalation tab -> and use Create new Escalation Icon
B. Click SLA tab and use Commitment Section -> create or modify at least one commitment
C. Click Related SLAs tab and use Supporting Escalations sub tab -> create at least one escalation
D. Click Escalation tab and use Supporting Escalations Sections -> create at least one supporting
escalation
Answer: B
Question: 88
A customer decides to shut down a UNIX server next Saturday. Which action from a Ticket
application is available for the user to see what other Configuration Items (CIs) are dependent on the
UNIX server?
A. View Related CIs
B. View Affected CIs
C. View CI Dependencies
D. View CI Relationship History
Answer: D
Question: 89
While managing queries, to whose Start Center will selecting the Public checkbox make a query
available?
A. Anyone
B. Everyone
C. Current User
D. Person Group
Answer: A
Question: 90
An administrator has selected an attribute on a Classification that can be used with ITEMS, ASSETS, and
WORKORDERS. How can the administrator make sure the attribute is mandatory
for new WORKORDERS?
A. In the Classification application, the administrator has to select the Attribute as Mandatory in the Use
with section for the WORKORDER Object.
B. In the Classification application, the administrator has to select the Attribute as Mandatory in the Use
with Object dialog for the WORKORDER Object.
C. The administrator has to select the Attribute as Required in the Database Configuration application,
selecting the Required checkbox for the Attribute in the WORKORDER object.
D. The administrator has to select the Attribute as Mandatory in the Application Designer,
changing the Input Mode property for the Attribute to Required in the Work Order Tracking application.
Answer: B
Question: 91
Using the Migration Manager to migrate configuration data, which steps are required to successfully
deploy a Package?
A. A Package needs to be uploaded and the database needs to be set in admin mode.
B. A Reason for Change needs to be provided and the Package manifest must be approved.
C. The database needs to be set in admin mode and a recent database backup must be made.
D. A recent database backup must be made and an Electronic Signature Authorization is needed.
Answer: D
Question: 92
In the Start Center, a previously added KPI needs to be updated. Where should the change occur?
A. Narrow -> Wide B. Narrow -> Edit C. Content Button
D. Pencil Icon -> Edit Portlet
Answer: D
Question: 93
Which base object can be used when defining a Service Request?
A. Method
B. Work Log
C. Classification
D. Configuration Data
Answer: C
Question: 94
When configuring a result set on a Start Center, which statement is correct?
A. Result set types cannot be changed for an existing Start Center, but must be created on cloned copies.
B. When using the Edit Portlet application, dragging a result set icon to the canvas brings up the dialog
box to first choose the query to use.
C. When using the Result Set application, choose the query to use, columns to display, and display
options and chart options to create a result set.
D. When using Start Center application, choose the content selection dialog and specify existing result
set types to populate those sections on the resulting canvas editor.
Answer: C
Question: 95
A customer creates one Ticket Template and applies it to the Service Request application, but the
template never applies to any Service Request. What is a possible reason?
A. The Ticket Template status is set to Draft.
B. The Ticket Template status is set to Inactive.
C. The Ticket Template status is set to Draft and created for PMSCMR.
D. The Service Request has already been associated with the related Problem.
Answer: B
Question: 96
A. It is not possible to create Quick Insert Template for Ticket application.
B. Users must be granted access to Portlet application in order to use Quick Insert Template portlet.
C. Users must be granted access to Portlet application in order to modify Quick Insert Template
portlet.
D. Grants need to be setup for Start Center application in order to use Quick Insert Template
functionality.
E. Users can create Quick Insert Template only for records marked as Main Object in the
Database Configuration application.
Answer: A, D
Question: 97
Which application should be used to create a ticket to capture an unknown or underlying cause of one or
many issues?
A. Incident
B. Problem
C. Service Request
D. Service Fulfillment
Answer: B
Question: 98
What is the purpose of classifying a Solution?
A. Classifying a Solution is required to attach a Configuration Item or an Asset to the Solution. B. In case
a Problem is checked as Known Error, a Solution can be added based on the
classification.
C. Classifying a Solution makes it easier for a Problem Manager to create a knowledge base.
D. In case an Incident has been classified, it allows the user to search for relevant Solutions and find
Solutions based on the classification.
Answer: D
Question: 99
How can a specific process be enforced when handling tickets?
A. Using KPI
B. Using Workflows
C. Using Escalations
D. Using Start Center
Answer: B
Question: 100
A user calls and a Tier-1 agent creates a Service Request in IBM Tivoli Service Request Manager
V7.1. The agent has to associate that Service Request with a Classification and then add attributes. How
can this be done in the Service Request application?
A. Click the Specification tab and add both Classification and Attributes B. Click the Classification tab and
add both Classification and Attributes C. Click the Select Action option and then select Add Specification
menu D. Click the Select Action option and then select Add Classification menu
Answer: A
Question: 101
What does the inheritstatus flag control in a Ticket application?

A. Status of the Activities
B. Status of the original Ticket
C. Flow of status between related Tickets
D. Flow of status between related Activities and Tasks
Answer: C
Question: 102
In which two applications can a ticket be converted to a Global Ticket? (Choose two.)
A. Incident B. Change C. Problem
D. Ticket Template
E. Activities and Tasks
Answer: A, C
Question: 103
What is the initial status of a newly created activity?
A. NEW
B. WAPPR C. INPROG D. PENDING
Answer: B
Question: 104
What are possible sources for an externally created resource set definition file for Log Trace
Analyzer?
A. The resource set generator, the log installer, and the IBM Tivoli Service Request Manager
V7.1 (TSRM) installer
B. The Integration installer, the middleware installer, and the TSRM Launchpad installer
C. The resource set generator, the middleware installer, and the TSRM Launchpad installer
D. The resource set generator, the middleware installer, and the TSRM Base Services installer
Answer: C
Question: 105
When using the Related Records tab to relate records, which action can be taken?
A. Attach record B. Update record C. Create worklog
D. None, informational only
Answer: A
Question: 106
IBM Tivoli Service Request Manager V7.1, Tier-1 agent opens existing priority 1 ticket which is in
Closed status. The agent wants to update the Summary and Classification fields which are incorrectly
entered. The agent chooses Select Action menu and then Edit History option of the closed ticket. How
can changes be made to the Summary and Classification fields?
A. Edit Summary field and click Detail Menu to select Classification field
B. Cannot make changes to Classification field, but can make changes to the Summary field
C. Edit Summary field, click Specifications tab, and then Detail Menu to select Classification field
D. Cannot make changes to Summary field, but can click Detail Menu to select Classification field
Answer: B
Question: 107
When setting up IBM Tivoli Service Request Manager V7.1 Launch in Context, in addition to setting up
security, which two attributes are required? (Choose two.)
A. Registered launch entries
B. Publish and query application data
C. Configure an application to have a User Interface control
D. Logical Management Operations supported by the Integration Module
E. Operational Management products that the Integration Module supports
Answer: A, C
Question: 108
The Service Catalog is installed. There is a customer requirement to change the behavior of the internal
Catalog Purchase Requisition creation. Upon approval of the Catalog Request, a new internal Catalog
Purchase Requisition is created with a status Unapproved. The customer needs
it to be created with an Approved status. Which application should be used to change the default
status of the Catalog Purchase Requisition?
A. Organizations
B. Catalog Orders
C. Catalog Requests
D. Catalog Purchase Requisition
Answer: A
Question: 109

A. The administrator grants rights to Catalog records in the Security Group application. B. The
administrator grants rights to Catalog records in the Catalogs application.
C. The user must have a Labor record associated in order to create Offering Catalog records.
D. The administrator grants rights to Catalog records in the Database Configuration application. E. The
user must have access rights to at least one active Catalog in order to create Offering
Catalogs.
Answer: B, E
Question: 110
The Service Catalog is installed. There is a need to modify configuration to reference a different
Organization, Site, Set, and Vendor. IBM Tivoli Service Request Manager V7.1 updateTool can be used to
accomplish this task. Prior to running the updateTool, it must be configured. Which three areas must be
identified as a subject to update? (Choose three.)
A. Roles
B. Services C. Workflow D. Job Plans
E. Escalations
F. Classifications
Answer: B, D, F
Question: 111
Which Service Catalog security group role is responsible for the following:
Performing all operational processes and procedures of the Order Planning and Fulfillment, ensuring
that all IT services and infrastructure meet operational targets.
Running and monitoring infrastructure components.
A. Operations Analyst
D. Service Catalog Administrator
Answer: A
Question: 112
When creating a service instance, what is a valid fulfillment type?
A. IT Service
B. Action Service
C. Service Catalog
D. Enterprise Service
Answer: B
Question: 113
A company defines its Service Catalog and how the service for "Build standard Web Server" will be
provided when it is ordered. The Job Plan, STNDWSJBPLN, is created to fulfill the service.
The customer notices that when the record is set to the In Progress status, all related tasks are
not automatically set to the In progress status. Why was the status of these tasks not changed?
A. Predecessors are not defined for tasks.
B. Predecessors are defined for tasks and the flag Flow Controlled is checked.
C. Predecessors are defined for tasks but the flag Flow Controlled is not checked. D. Predecessors are not
defined for tasks and the flag Flow Controlled is checked.
Answer: B
Question: 114
Service Catalog is installed, but a user is unable to access a particular catalog. How can the
administrator determine the issue?
A. Check catalog access for given group in Catalogs application. B. Check the user Profile information for
default Insert Site option.
C. Check catalog access for given group in Security Groups application. D. Check user Profile information
for Ship To address - it must be filled in.
Answer: B
End of Document

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СЕРТИФИКАТ 100%

Ответы на сертификационные тесты

A. Use the Notification class.

B. Use Set Value-Type Action.

C. Use Escalation Condition Query.

D. Use a custom class-Type Action and write Java class.

1. Send an email notification to the shift manager.

2. Change the Request priority to high.

A. By defining a new Action

B. By defining a new Cron Task

C. By defining a new Escalation

D. By defining a new E-Mail Listener

Which two statements are true? (Choose two.)

A. A price can be specified for an offering.

B. An attribute can be specified for an offering.

C. A list of Assets can be included for an offering.

D. A list of Configuration Items can be included for an offering.

E. Service fulfillment needs to be specified in order to create the offering.

A. An offering is unique to a catalog.

B. An offering is unique to an organization.

C. An offering contains information not found in the referenced service fulfillment.

D. Supply Chain service

A. in the MENU.XML System XML

B. in the LIBRARY.XML System XML

C. in the Attribute dialog of the PMSCSRVOFF (Offerings) application

D. in the PRESENTATIONXML Attribute of the PMSCSRVOFF Object

When can a user classify a Fulfillment Option?

A. It can always be classified

B. When modality is of type Service Request

C. When Fulfillment Option is set to Complex

D. When there is a Job Plan attached to the Fulfillment Option

In which application is Instant Messaging integration available?

C. Work Order application

D. Database interface tables

A. Configuration Item Object Structure

B. Object Structure Common Interface

C. Object System Component Interface

D. Operations System Common Interface

Management Database V7.1 (CCMDB)

B. Release and TSRM

C. Change and Release

A. The database server machine

B. The application server machine

C. The selected endpoint machine

D. The targeted hostname machine

A. Service Catalog Requests can be created using Service Request.

B. Service Catalog Request cannot be created using Service Request.

C. There is no option to create Service Requests from the Service Catalog.

D. There is no relationship between Service Catalog and Service Request applications.

D. High Availability Integration

E. Customer Information Integration

Structure Web Service? (Choose three.)

D. Create E. Change F. Remove

Request Manager V7.1?

B. WSDL Web Service

C. Standard Web Service

D. Enterprise Web Service

E. Problem Ticket Web Service

F. Object Structure Web Service

F. Actual Configuration Item

How can existing attributes be added to any classification?

A. When creating the Classification

A. It can import BIRT or CRYSTAL reports.

B. It can import only a single report or library at one time.