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000-656 Questions and Answers
Users can create and manage offerings.
Users can create and manage offering catalogs.
Users can submit requests for available offerings.
Users can manage user access to specific offerings.
Which application is used to specify which process will be invoked once a user submits an offering?
Offering Catalog application
Process Request application
Workflow Designer application
Which statement is true about the Catalogs?
A catalog is a group of one or more offerings.
A catalog is a container for one or more Service Requests.
A catalog is a folder where the users can add favorite offerings.
There are different types of catalogs such as Service Request or Descriptive.
A service desk agent needs to work on a problem ticket but all the fields are locked. What could be happening?
The Is Known Error field is checked.
A root cause must be identified prior to editing the ticket.
Restrictions in the security group are giving read-only access.
The status of the problem must be changed to In Progress to enable the fields.
When can a survey be deleted?
When in Draft status
When in Closed status
After the survey report has been run
After all responses to the survey have been responded to
What is a use case for a Ticket Template?
applying a source to a ticket
applying a known solution to a ticket
applying a consistent summary to a ticket
applying a Service Level Agreement to a ticket
Which three default attachment file types are supported by global search? (Choose three.)
Which action is a requirement in order to download and install the Tivoli Remote Diagnostic agent?
Admin mode must be turned on in order to enable downloading the agent.
None; the Tivoli Remote Diagnostic agent does not require an installation.
A user must be logged into the IBM SmartCloud Control Desk to obtain the agent.
None; the agent is available for download for IBM SmartCloud Control Desk clients on the IBM Software and Download website.
When trying to classify a Service Request an expected classification is not displayed but it is listed in the Classification application. What is the most likely cause?
The classification is not in an Active status.
The Service Request object is not listed in the Use With section.
The correct security rights are not granted to the Classification application.
The application server must be restarted before new classifications are available for use.
What are three purposes of the Offering dialog in the Self Service Center? (Choose three.)
Modify the offering type
re-classify the offering instance
display the details of a descriptive offering
allow the users to overwrite the offering workflows
allow the user to launch the service for an action offering
Answer: C, E, F
The Source field indicates how the Service Request was originated. How is the list of possible values changed?
modify the maximo.properties file
edit the TSDTKTSOURCE synonym domain
edit the Service Request application with the Application Designer application
extend the Java class associated with the Source field on the Service Request application
Which two types of launch points are available to create an automation script? (Choose two.)
Answer: A, B