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

1. A customer has invested in a resource monitoring and service availability solution. Which process would improve the benefits of the monitoring solution?

A) Compliance management
B) Lifecycle management
C) Event management
D) Incident management

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

3. A customer is planning to implement IBM SmartCloud Control Desk to automate incident, problem, change, and configuration management processes. The solution must support several non-English UTF-8 languages and the customer prefers the solution is installed on Windows with a MS SQL database.
What are the limitations of language support in this scenario?

A) There are no special limitations. All required language supports can be installed using the product installation media.
B) If using MS SQL, only one language support can be installed -- either English or non-English.
C) Using MS SQL UTF-8 is not supported. Localization will be limited to languages supported by the Windows system code page.
D) Using MS SQL UTF-8 is not supported. In order to support non-English languages the special Microsoft language converter has to be installed.

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

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

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

Solutions: