Number of questions: 50
Number of questions to pass: 33
Time allowed: 90 mins
This exam consists of 4 sections described below.
Section 1: SmartCloud Control Desk Concepts
Given a customer’s need to understand service management, explain the service management concepts so that the customer understands how service management can work within SmartCloud Control Desk.
Given the need to understand service desk processes, discuss the different ticket types, the related processes and common tasks so that service desk processes are understood in the context of SmartCloud Control Desk.
Given the customers need to understand service catalog, explain the Service Catalog processes so that the customer understands how Service Catalog enables requestors to shop for published IT and other service offerings in an easily accessible and searchable manner.
Given a customer’s need to understand Change, Configuration, and Release management processes, discuss the different work order types, related processes and common work management tasks so that Service Transition processes are understood in the context of SmartCloud Control Desk.
Given the customers need to manage their IT Asset, explain the IT Asset management processes so that the customer understands how IBM SmartCloud Control Desk can manage hardware and software assets by using the IT asset management lifecycle from planning to retirement.
Given the customers need to reconcile assets and CIs, explain the reconciliation process so that the customer understands how SmartCloud Control Desk will help to maintain accurate information.
Given the customers need to understand the end to end interaction within the service management processes, explain how SmartCloud Control Desk manages these interactions so that how SmartCloud Control Desk processes interlock and support each other by design and allows interaction from the beginning to end of each process.
Section 2: General Installation and Deployment
Given that multiple offerings are available for SmartCloud Control Desk deployment, identify and explain the purpose of each so that the appropriate deployment methodology can be recommended to the customer.
Given that the SmartCloud Control Desk deployment has multiple installations options, explain the various options so that the appropriate deployment type can be recommended to the customer.
Given that the SmartCloud Control Desk deployment method has been determined, summarize the installation process and steps so that the individual has an understanding of a SmartCloud Control Desk installation.
Given that all required resources for completing system installation were provided, explain SmartCloud Control Desk architecture so that the engineer is ready to propose a SmartCloud Control Desk architecture to the customer.
Given that SmartCloud Control Desk product has been installed and all initial data configuration has been done and all required 3rd party components were deployed and configured, explain the points of external integration so that the customer understands the externals points of integration.
Section 3: Configure SmartCloud Control Desk
Given SmartCloud Control Desk has been installed, discuss the security options available so that authentication and authorization procedures can be established.
Given that SmartCloud Control Desk has been installed, perform initial configuration so that currency codes, organizations and sites, service catalog and work types have been created and configured.
Given the SmartCloud Control Desk product is installed, the organization needs to start the basic configuration of setting up the core data for an organization and site so that the system core data will be configured allowing the business to quickly use the software, no data will be loaded.
Given that SmartCloud Control Desk has been installed, familiarize with available loggers so that SmartCloud Control Desk can be used to troubleshoot any service management, Change configuration, incident and release management or asset management issues
Given that SmartCloud Control Desk product has been installed, and the initial data configuration has been done, review and apply changes to the basic system configuration options so that the customer can utilize SmartCloud Control Desk in support of their business processes.
Section 4: Usage
Given access to SmartCloud Control Desk, discuss the features of the application user interface so that the user is familiar with the navigation in SmartCloud Control Desk.
Given access to Self Service Center application, describe and demonstrate the use of self-service tasks so that the user can perform common tasks without the need of an administrator or a service desk agent
Given that SmartCloud Control Desk product has been installed and all initial data configuration has been done, create new Service Request ticket so that a new Service Request ticket was configured and submitted successfully.
Given that SmartCloud Control Desk is installed and the basic configuration of setting up the core data, catalog and offerings are complete, create a catalog offering request so that the request can either be approved and fulfilled or rejected.
Given that SmartCloud Control Desk is installed and an error has occurred, perform problem determination so that the cause of the issue has been identified.
Given that SmartCloud Control Desk is installed and configured to support the customers’ business processes, manage the interlock of processes and data in SmartCloud Control Desk so that the organization can manage the complex flow of work in SmartCloud Control Desk.
The sample test is designed to give the candidate an idea of the content and format of the questions that will be on the certification exam. Performance on the sample test is NOT an indicator of performance on the certification exam. This should not be considered an assessment too
Sample Test for Test C9560-652
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This exam has an Assessment Exam option: A9560-652 Assessment: IBM SmartCloud Control Desk V7.5 Fundamentals
Assessment exams are web-based exams that provides you, at a cheaper costs, the ability to check your skills before taking the certification exam.
This assessment exam is available in: English
Passing the exam does not award you a certification, and it is only used to help you assess if you are ready or not to take the certification exam.
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Self-Paced Virtual Classroom
IBM SmartCloud Control Desk 7.5 Foundations (SPVC)
NOTE: THIS IS AN ONLINE SELF-PACED COURSE. YOU HAVE 60 DAYS TO COMPLETE THIS COURSE FROM THE TIME YOU REGISTER.
Online Enrollment Information:
Before you enroll, review the machine requirements listed below to ensure that your system meets the minimum requirements for this course.
Within 48 hours of after you submit the online form, you will receive a confirmation e-mail containing your online link, your ID and password, and additional instructions for starting the course. You may start the course at any time. Once you start the course, you have 60 days to complete it. You are billed for the course when you submit the enrollment form.
ONCE YOU ARE ENROLLED IN THIS COURSE, YOU WILL NOT BE ABLE TO CANCEL YOUR ENROLLMENT.
This course introduces you to the fundamental concepts of managing IT assets, service requests, and changes in your IT environment using IBM SmartCloud Control Desk. You learn how managing these processes with a unified solution provides significant advantages to your organization. Through instructor-led discussion, demonstrations, and hands-on labs, you learn how to plan a deployment, perform basic configuration, and navigate IBM SmartCloud Control Desk.
What is one way to determine which software is installed?
A. Help > System Information
B. Administration> Resources
C. System Configuration > Logging
D. Platform Configuration > System Properties
What are three required settings for a user to have access to an offering? (Choose three.)
A. The classification must be set.
B. The status of the offering must be set to Active.
C. The offering must be added to a Service Catalog.
D. The Line Manager Approval workflow must be set.
E. The Fulfillment Manager approval workflow must be set.
F. There must be at least one presentation attribute defined.
In order to respect the dependencies between components, what is the deployment sequence for IBM Smart Cloud Control Desk VMImage?
A. Oracle virtual machine for the database and then WebLogic Application Server virtual machine.
B. IBM DB2 virtual machine for the database and then WebLogic Application Server virtual machine.
C. IBM DB2 virtual machine for the database and then IBM WebSphere Application Server virtual machine.
D. IBM WebSphere Application Server virtual machine and then IBM DB2 virtual machine for the database.
Which IBM SmartCloud Control Desk applications best align to the Information Technology Infrastructure Libraryv3 Service Design process?
A. Catalog, Security, Escalation, and Incident
B. Offerings, Service Request, Escalation, and Workflow
C. Offerings, Catalog, Service Level Agreements, and Escalations
D. Service Level Agreements, Service Requests, Incidents, and Offerings
What is the purpose of domains within IBM SmartCloud Control Desk?
A. To allow global searches across areas of an organization
B. To specify ownership of a set of objects within the product
C. To separate configuration items and assets into geographical areas
D. To maintain a value list that can be used in fields within the product