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

1. Which statement describes IT processes?

A) Interrelated activities carried out to create value for customers or stakeholders
B) The people and the tools they use to carry out activities.
C) Activities designed to make delivering IT services more effective and efficient.
D) Capabilities that reduce IT costs.

2. Why is an organization chart useful to identify key stakeholders for an IT asset and service management solution?

A) It provides an overview of the key business units which helps identify the unit managers to interview.
B) It identifies the key business units and teams supporting IT asset and service management processes.
C) It identifies the most important key business units using the IT asset and service management solution.
D) It outlines the hierarchy and dependencies between departments responsible for IT asset and service management.

3. What is a service owner responsible for?

A) Continual improvement of a service
B) Producing a balanced scorecard showing the overall status of all services
C) Designing and documenting a service
D) Carrying out the service operation activities needed to support a service

4. The IBM SrnartCloud Control Desk is based on a common platform, the Tivoli Process Automation Engine (TPAE). What two capabilities does TPAE provide? (Choose two.)

A) An incident handling capability.
B) A scanning tool for identifying deployed IT infrastructure components
C) A service catalog for publishing self-help services to end users.
D) Compliance support through e-Signature and e-Audit.
E) A common user interface and GUI editor.

5. Which services attributes should be considered when analyzing the outcome for customer value?

A) people, products, and technology
B) desired outcome, supplier metrics, and IT objectives
C) objectives, metrics, and desired outcome
D) business objectives, IT objectives, and process metrics

Solutions: