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

1. Why is it important to define Key Performance Indicators (KPIs) for processes in the solution design phase?

A) KPIs document the solution performance and indicate whether hardware needs to be upgraded.
B) KPIs take a long time to implement in a GUI so they must be defined early in the project.
C) KPIs definitions are mandatory fields during product installation and without them the installation cannot progress.
D) KPIs track project success and if the promised value is delivered.

2. A customer is planning to implement IBM SmartCloud Control Desk to automate incident and problem management processes. The solution will be offered as a service to external customers and they want to negotiate individual terms, conditions, and service prices with each company as well as provide monthly billing. What does the customer have to purchase in order to implement this solution?

A) IBM SmartCloud Control Desk for Managed Service Providers licenses
B) IBM SmartCloud Control Desk and IBM SmartCloud Control Desk for Internal Service Providers licenses
C) IBM SmartCloud Control Desk for Internal Service Providers licenses
D) IBM SmartCloud Control Desk and IBM SmartCloud Control Desk for Managed Service Providers licenses

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

4. Which option consists of process, service, and operational management and helps organizations better manage their IT infrastructure?

A) IBM Service Management
B) IBM Smart Groupware
C) IBM SmartCloud Enterprise Provisioning
D) IBM Workload Balancer

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

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

Solutions: