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

1. Which Key Performance Indicator (KPI) determines the effectiveness of the Service Level Management Process?

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

2. A service desk is handling service catalog requests, incidents, and problems for all their customers 24 hours a day 7 days a week. Which IBM SmartCloud Control Desk architecture and edition should be recommended to support the service desk?

A) Multi-server, IBM SmartCloud Control Desk - Entry
B) Multi-server, IBM SmartCloud Control Desk
C) Single server. IBM SmartCloud Control Desk
D) Single server, IBM SmartCloud Control Desk - Entry

3. Why does application and infrastructure performance consume an increasing amount of time and attention?

A) Because the application and infrastructure provide no foundation for end-to-end business service automation.
B) Because the cost of infrastructure continues to rise as application complexity decreases.
C) Because IT departments have not invested in people, process, and technology skills enablement.
D) Because the level of complexity and interdependence among the infrastructure, applications, and functions required to deliver business services continues to rise dramatically.

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

5. While performing the solution assurance review, what are the key areas that should be verified?

A) If the customer has competitive products deployed
B) If the design includes IBM Tivoli Storage Manager to back up the solution components
C) If the customer has certified personnel to administer the solution after it is deployed
D) If the design meets the functional, performance, and scalability requirements

Solutions: