IBM C2010-656 - IBM SmartCloud Control Desk V7.5 Service Request Management Implementation Exam
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Total 115 questions
Question #6 (Topic: Topic 1)
What is the Priority Matrix used for?
A. To set the Internal Priority based on Impact and Urgency
B. To set the External Priority based on Impact and Urgency
C. To set the Internal Priority based on Impact and Reported Priority
D. To set the External Priority based on Impact and Reported Priority
Answer: A
Question #7 (Topic: Topic 1)
A consultant is implementing the Incident and Problem Management process at a customer
site. The customer requires that an incident is associated to a problem recordbefore it is
resolved. What should be done to accomplish this?
site. The customer requires that an incident is associated to a problem recordbefore it is
resolved. What should be done to accomplish this?
A. Create an incident and check Is Known Error check box
B. Add a reference to the problem in the Incident Work Log
C. Use the Select Action menu to create a problem from incident record
D. Use the Failure Reporting tab to create a problem record and associates it with the incident
Answer: C
Question #8 (Topic: Topic 1)
In IBM SmartCloud Control Desk V7.5, which two applications can be filtered by individual
service or service group? (Choose two.)
service or service group? (Choose two.)
A. Users
B. Actions
C. Contracts
D. User Groups
E. Work Orders
Answer: C,E
Question #9 (Topic: Topic 1)
Which action should be taken by an agent before resolving an incident?
A. Complete each worklog entry
B. Mark the incident as a known issue
C. Enter symptom, cause, andresolution in the Solution Details tab
D. For global incidents, each related incident must be resolved manually
Answer: C
Question #10 (Topic: Topic 1)
What are two methods to place a new Service Request (SR) under a Service Level
Agreement (SLAy? (Choose two.)
Agreement (SLAy? (Choose two.)
A. The SLA is applied with an action within a workflow.
B. Click the Apply SLA action from the Select Action menu.
C. A ticket template includes a SLAt0 be applied to the SR.
D. A SLA is defined as part of the classification used on the SR.
E. The self-service user selects a valid SLA when creating a new SR.
Answer: A,B
