Which steps are required for a service desk agent to view all service requests reported by user J.DOE?
A. Go to the Service Desk module, open the Global Search application, type J. DOE in the search field, and click Search.
B. Go to the Security module, open the Users application, open the J.DOE record, and navigate to Service Requests tab.
C. Go to the Service Desk module, open the Service Requests application, type =. DOE in the Reported By field, and click Enter.
D. For security purposes, a default installation of IBM SmartCloud Control Desk allows service desk agents to see only service requests they have worked on.
By default, what are three of the required fields in a bulletin board message? (Choose three.)
A. Subject
B. Message
C. Message ID
D. Organization
E. Person Group
F. Expiration Date
In IBM SmartCloud Control Desk the offerings support several approvals for fulfillment. Which record types can be used for fulfillment of the request after approval?
A. Work Orders, Releases, Change, and Tasks
B. View Service Requests, Tasks, Incidents, and Activities
C. Service Requests, Activities and Tasks, Work Orders, and Changes
D. Process Request, View Catalog Request, Activities, and Work Orders
Which ticket type must be used for a user who is asking for information?
A. Incident
B. Problem
C. Service Request
D. Process Request
Which statement best describes the Service Request Management functionality in IBM SmartCloud Control Desk?
A. A tool that provides end-to-end IT and Enterprise asset lifecycle management on a single integrated platform.
B. A tool that enables users to request, deploy, monitor and manage cloud computing services. It also provides traceable approvals and processes.
C. A tool that helps customers manage, audit, and coordinate change and configuration management processes using user interfaces and workflows that facilitate cross-silo cooperation.
D. A tool that provides a comprehensive and modular approach to integrated service desk and service catalog management enabling IT personnel to improve the efficiency of service delivery and to drive down operating costs.
Updating asset information in a controlled manner is part of the IT Asset Management process. Which two related processes provide information on required updates to assets? (Choose two.)
A. Incident Management
B. Release Management
C. Security Management
D. Service Level Management
E. Service Request Management
Which statement is true regarding Work Type settings?
A. Start and Complete Status are mandatory fields to create a work type.
B. Work types can be defined Work Order, Change, Release, and Process Request record types.
C. In order for Work Type settings to be available a restart of the MXServer application server is required.
D. To access Work Type settings go to Administration> Organizations, find the desired Organization then Select Action> Labor Options > Work Type.
What does the IBM SmartCloud Control Desk (SCCD) Migration Manager do?
A. It migrates asset data between SCCD environments.
B. It migrates SCCD from an Oracle database to IBM DB2.
C. It migrates SCCD from Oracle WebLogic to IBM WebSphere.
D. It migrates configuration content between SCCD environments.
Which two activities are included in the scope of IT Asset management? (Choose two.)
A. Risk Management
B. License Management
C. Security Management
D. Inventory Management
E. Configuration Management
What are three common tasks for Change Management? (Choose three.)
A. Schedule the change
B. Identify the cause of the change
C. Analyze the impact of the change
D. Create a problem from the change
E. Review the change once it has been implemented
F. Check for known errors related to the configuration items impacted by the change
