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

1. Based on the ITIL Framework, what should be the purpose of every implemented process (Incident Management, Problem Management, Change Management, etc.)?

A) To ensure that services are designed to meet business needs
B) To define activities, roles, responsibilities, functions, and metrics
C) To identify units of organizations responsible for specific outcomes
D) To create value for stakeholders

2. The customer has a period in the year where a change freeze is forced in their IT environment. How can this be forced using IBM SmartCloud Control Desk?

A) The Bulletin Board can be used to advertise the change freeze.
B) A change window can be created for the change freeze.
C) A blackout period can be created for the change freeze.
D) A change implementation window can be created for the change freeze.

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

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

4. What has to be considered in the service design stage according to ITIL?

A) the design of functions and applications
B) the design of measurement systems, methods, and metrics
C) the design of the service catalog
D) the design of Service Level Agreements

5. Which statement is true about Key Performance Indicators (KPIs)?

A) KPIs always have to be adjusted to match the customer's actual status.
B) KPIs should always be measured by percentage.
C) KPIs must be specific, measurable, achievable, realistic, and timely (SMART).
D) KPIs are defined according to the IT customer requirements.

Solutions: