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QUESTION 1
What differentiates the IBM Tivoli Service Management platform from its competitors?
A. PinkVerify certification at the highest level
B. end-to-end service management solution that expands beyond IT
C. IBM Tivoli Change and Configuration Management Database (CCMDB) viewer launch
capability from within the Service Desk Tool
D. integration with a wide variety of third-party configuration item discovery products into the
current version of the CCMDB
Answer: B
QUESTION 2
Golden Bank is a global banking business with offices in every major international city. Golden
Bank's main US headquarters are located in Atlanta, and it has data centers in New York,
Chicago, and Los Angeles.
Having grown over the years through mergers and acquisitions, and the addition of new service
offerings, Golden Bank has accumulated a great number of diversified IT hardware and software
assets. In such a complex environment, it can be difficult to obtain accurate asset data for analysis
and reporting purposes.
Additionally, Golden Bank must integrate multiple service support and service delivery
organizations that have resulted from acquisitions. Each service support organization acts
independently, performing separate problem resolution processes. There is no consolidated
configuration or change control between or among the organizational "silos". Previous attempts to
consolidate have failed because of a lack of skills and experience to do so.
During interviews Golden Bank executives have expressed the following statements:
Golden Bank will be recognized as the best international consumer bank.
Golden Bank wants to be the "complete solution" for the consumer.
Golden Bank has total commitment to providing their customers increasingly better service.
Golden Bank wants to reduce the cost of doing business.
Golden Bank has to increase its profitability for shareholders.
Golden Bank will convert its service management processes to an ITIL framework.
Golden Bank has asked that you provide them with a recommended solution that addresses the
following:
Automate information feeds from and to legacy systems with minimum customization.
Create a comprehensive repository of data about Golden Bank's IT assets, including inventory
items.
Allow the administrator to easily configure or add fields and to auto-correct multiple records in one
transaction.
Maintain baseline historical data for comparative analysis.
Maximize reporting capability.
Compare, analyze, and reconcile software license data.
Provide auto-discovery functionality and system configuration capture or import from external
systems for reconciliation.
Be supported by a vendor with a highly structured and proven implementation and conversion
methodology, comprehensive training, and responsive service and problem resolution
management.
Based on the Golden Bank scenario, which statement best matches the customer's objectives in
relation to IT?
A. Golden Bank wants to better monitor the cost of doing business.
B. Convert Golden Banks business processes to an ITIL framework.
C. Golden Bank has total commitment to providing their customers increasingly better service.
D. Golden Bank wants to create a comprehensive repository of data about its hardware and
software inventory.
Answer: D
QUESTION 3
Which three industry standard protocols does IBM Tivoli Application Dependency Discovery
Manager support? (Choose three.)
A. SDI
B. CDM
C. SSH
D. WMI
E. SNMP
F. SOAP
Answer: C,D,E
QUESTION 4
Which IBM Tivoli Service Management product does Release Process Manager integrate most
closely with?
A. IBM Tivoli Provisioning Manager
B. IBM Tivoli Service Request Manager
C. IBM Tivoli Capacity Process Manager
D. IBM Tivoli Change and Configuration Management Database
Answer: D
QUESTION 5
A client asks how a service request (SR) can be initiated into a workflow. What are two methods
for accomplishing this? (Choose two.)
A. An SR can be manually submitted to workflow by selecting the SR on the list tab.
B. An SR can be automatically submitted to workflow by using an action on an escalation.
C. An SR can be manually submitted to workflow by selecting the Change Status toolbar icon.
D. An SR can be manually submitted to workflow by selecting the Route Workflow toolbar icon.
E. An SR can be automatically submitted to workflow by using an notification on an escalation.
Answer: B,D
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