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000-030
IBM
IBM Tivoli Service Request Manager V7.2 Implementation

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000-030

QUESTION: 1
Why is the httpdconf file edited when configuring the ability to link or attach documents in
IBM Tivoli Service Request Manager V72? A: to identify the root directory for attached
documents B: to specify the type of documents that can be attached C: to identify what
documents to exclude from attachment D: to specify the number of documents that can be
attached

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QUESTION: 2
Which Application Designer function must be performed to obtain the files required to modify
lookup IDs? A: Export System XML B: Export Application Definition C: Add/Modify
Signature Options D: Duplicate Application Definition

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QUESTION: 3
Which statement is true when configuring a new toolbar icon? A: All toolbar items must have
an access key B: Icons can be nested by providing a subposition value for the icon C: A new
EAR file must be built to contain any new GIF images displayed on the toolbar D: New toolbar
images can be uploaded through the file upload capability in Application Designer

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QUESTION: 4
Which application is used to enable auditing on attributes? A: Classifications B: System
Properties C: Application Designer D: Database Configuration

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QUESTION: 5
What is the purpose of the Report Level Security function in the Report Administration
application? A: It allows an administrator to set the report security for a Person Group B: It
allows an administrator to set the security for a single report on the Security tab C: It allows an
administrator to set the security for a selected type of report or all reports D: It allows an
administrator to set the group security for an application and all reports in the selected
application

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QUESTION: 6
How can an administrator show a KPI of incidents in the NEW status? A: Create the KPI in the
Incident application B: Create the KPI in the Application Designer C: Configure the Start
Center to display the KPI D: Run reports in the Incident application and view the KPI

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QUESTION: 7
Which two types of objects can be defined as Recipients in a communication template?
(Choose two) A: Role B: User C: Craft D: Labor E Person

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QUESTION: 8
How can a current result set be changed in the Start Center? A: click Display Settings B: click
Update Start Center C: click the pencil icon in the portlet D: remove the portlet and insert a
new one

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QUESTION: 9
What is copied by the system when an escalation is duplicated? A: All information from the

existing escalation B: Information from the existing escalation with the exception of actions C:
Only information from the existing escalation in the header of the escalation D: All information
from the existing escalation, header, and escalation points but not actions and notifications

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QUESTION: 10
Which statement about survey questions is correct? A: A question can only be edited if the
survey status is Draft B: A question can be deleted while in Active or Archive status C: A
question can be moved from Active to Archive status once it is assigned or associated to a
survey D: A question will appear in the selection list when selecting questions to add to a
survey once a question is in Archive status

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QUESTION: 11
Which minimum data must match in the Service Level Agreement (SLA) and the record to
allow IBM Tivoli Service Request Manager V72 to logically select an SLA to apply to a work
order or ticket record? A: Escalation Point B: Data on the Conditions tab C: Data on the
Service Level Agreement tab D: Start Date, End Date, Object, Commitment

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QUESTION: 12
Which action must be taken before an Enterprise Service can be used in an integration? A: It
must be enabled B: It must be activated C: A backup version must be saved D: A process
revision must be made

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QUESTION: 13
The importreportcmd batch file is available to import reports in IBM Tivoli Service Request

Manager V72Which statement is true about the importreportcmd batch file? A: It can import
BIRT and CRYSTAL reports B: It can import only one report or library at a time C: It can
import multiple reports and libraries at one time but only for BIRT reports D: It can import
multiple reports and libraries at one time but only for CRYSTAL reports

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QUESTION: 14
What can be defined when creating an escalation that is enabled when a record reaches a
defined escalation point? A: Multiple escalation points and each escalation point can be
associated with only one action and one notification B: Only one escalation point per action or
notification to associate with the escalation before activating the escalation C: Only one
escalation point per action or notification to associate with the escalation before validating the
escalation D: Multiple escalation points and corresponding actions or notifications can be
associated with the escalation before activating the escalation

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QUESTION: 15
Which statement is true about creating a self service request? A: Multiple assets can be selected
B: Single CIs and single assets can be selected C: Multiple CIs and single assets can be selected
D: Multiple configuration items (CIs) can be selected

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QUESTION: 16
Which two properties of a Start Center query can be edited by the owner of the query after it
has been saved? (Choose two) A: Site B: Status C: Clause D: Description E Owner Group

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QUESTION: 17

When in the Actions application, what are two valid actions available for an Incident? (Choose
two) A: Close SR B: Apply SLA C: Create Notification D: Workflow Auto Reject E Create
Response Plan

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QUESTION: 18
Which types of service can be associated with a Service Group? A: BOTH, ACQUIRE,
RENDER B: BOTH, REQUEST, RENDER C: BOTH, ACQUIRE, DELIVER D: BOTH,
PROVIDE, PROCURE

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QUESTION: 19
The Search Solutions application results are not ordered by rank Which XML file can be
modified to order results by rank? A: libraryxml B: solrankxml C: solutionxml D: searchsolxml

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QUESTION: 20
Which two values are used in determining the internal priority of service desk tickets? (Choose
two) A: Impact B: Critical C: Urgency D: Indicated E Reported

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QUESTION: 21
Which two states must be set in order to run a workflow from the Service Request application?
(Choose two) A: Active B: Ranked C: Enabled D: Process Revised E Interactively Initiated

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QUESTION: 22
When associating two solutions with each other, what kind of relationship is created? A:
RELATED B: FOLLOWUP C: ORIGINATOR D: RELATEDTOGLOBAL

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QUESTION: 23
What are two ways to assign a Service Level Agreement (SLA) to a ticket? (Choose two) A:
set the Apply SLA option in an Escalation B: use the Apply SLA Select Action menu option C:
set the Apply SLA attribute in a Ticket Template D: use the Apply SLA option in a Workflow
Connector E use an Application Action version of an action and specify the APPLYSLA
parameter value

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QUESTION: 24
Which ticket type is used to indicate that an outage has been detected? A: Incidents B:
Problems C: Service Requests D: Process Requests

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QUESTION: 25
How is a ticket defined as a global record? A: select the Global Issue check box B: select
Global Issue from the Action menu C: click the Global Issue icon on the toolbar D: it
automatically becomes a global record when it has more than one related ticket related

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QUESTION: 26
Which two statements are true about ticket specifications? (Choose two) A: Specifications
support DATETIME, ALN, and NUMERIC data types B: A ticket must first be classified

before a specification can be added to the ticket C: Any previously defined specification can be
added to a ticket by clicking the New Row tab D: New specifications can be created under the
ticket s specifications tab by clicking the New Row tab E The specifications available to a
ticket are limited to the attributes assigned to the ticket s classification

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QUESTION: 27
Which three ticket types can use ticket templates? (Choose three) A: Problems B: Incidents C:
Work Orders D: Service Requests E Catalog Requests F Process Requests

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QUESTION: 28
Why would a closed ticket need to be modified? A: to add new information to the ticket B: so a
user can see their ticket in the future C: to allow the administrator to understand what happened
in the ticket D: to allow people who have worked on the ticket to see the work done within it

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QUESTION: 29
Which statement is true about the Service Request List report? A: It is linked to the Service
Request Details report B: It displays comprehensive information about each Service Request in
the list C: It includes a pie chart that partitions Service Requests based on Internal Priority D: It
displays service requests that have a status of Closed or Resolved for a specified location

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QUESTION: 30
How can an administrator create a Quick Insert Template for password resets? A: Associate the
New Service Request (SR) action with a Quick Insert Portlet in a Start Center Template B:
Associate a Response Plan for the ticket class SR with the Service Request application on the

Start Center C: Associate a Ticket Template for the ticket class SR with the New Service
Request action in a Start Center Template D: Associate a Ticket Template for the ticket class
SR with the New Service Request action in a Quick Insert Portlet of the Start Center

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QUESTION: 31
Which status occurs only once in a ticket life cycle? A: NEW B: QUEUED C: PENDING D:
RESOLVED

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QUESTION: 32
How is a Service Level Agreement (SLA) applied to an activity that is created and associated
to an incident? A: Select Action from the Incident and select Apply SLA: B: A separate SLA is
not required as it inherits the one from the incident C: Select Activity Processing from within
the incident and then Apply SLA: D: Use Activity assignment and labor selection, and then
select the assignment and apply an SLA:

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QUESTION: 33
Which statement is true regarding time calculations for the SLA Hold feature once a ticket goes
from SLAHOLD to INPROG status? A: Accumulated Hold Time is used to update the Target
Start field B: Accumulated Hold Time is used to update the Target Contact field C: Target
Start, Target Contact, and Target Finish fields are not updated D: Accumulated Hold Time is
used to update the Target Start, Target Contact, and Target Finish fields

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QUESTION: 34
What are two valid restriction types on the Data Restriction tab in the Security Groups

application? (Choose two) A: Table B: Attribute C: Collection D: Application E Conditional

Expression

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QUESTION: 35
By default, in which ticket field does Global Search read data if no additional field names are
defined? A: Summary B: Classification C: CI Description D: Classification Description

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QUESTION: 36
How can a user in the Service Requests application remove a related record from a Service
Request? A: Clear the Related Record field B: Related records cannot be removed C: Delete it
from the Related Records Table window D: Use the Remove Related Record option within the
Select Action menu

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QUESTION: 37
What is the maximum number of Response Plans to apply to a Service Request at any one
time? A: 1 B: 2 C: 3 D: 4

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QUESTION: 38
Where would a user provide additional information to an already created service request? A: in
the Work Log panel B: in the Attributes of the request C: in the Details of the service request
D: in the Communication tab of the service request

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QUESTION: 39
Which statement is true regarding globally enabled ticket status inheritance? A: A system
property called inheritstatus must be set to 1 and the property value reloaded B: The inherit
status is set system wide by setting an attribute value to 1 in the database configuration C: The
inherit status is set site wide through a selection action in the Organization application when a
specific organization has been selected D: The inherit status cannot be set globally but is
automatically set to 1 when a ticket is created directly from the Select Action menu of another
ticket

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QUESTION: 40
Which auto classification properties can be set once Auto Classification is enabled? A:
minimum probability and maximum number of suggestions to display B: minimum probability
to suggest a classification and master classification C: fields to evaluate probability and
minimum probability to suggest a classification D: fields to evaluate probability and number of
maximum number of suggestions to display

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QUESTION: 41
IBM Tivoli Service Request Manager V72 provides content which includes security groups
based on the IT Infrastructure Library (ITIL) Based on ITIL and the content provided, which
statement is true about the Problem Administrator user role? A: This role has security rights to
edit problem records and incidents B: This role is responsible for the quality and integrity of the
Problem Management process C: This role has security rights to the Problem and Solution
applications with actions for create and update D: This role has subject matter experts in one or
more areas to discover incident trends, identify problems, and determine the root cause of
problems

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QUESTION: 42

When multiple Response Plans meet the conditions to be applied to a ticket, how is a particular
Response Plan selected? A: The lowest numerical ranking is selected B: The highest numerical
ranking is selected C: The Response Plan with the most stringent conditions is selected D: The
Response Plan with the least stringent conditions is selected

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QUESTION: 43
How is a response plan applied to a request for a catalog offering? A: The user applies the
appropriate response plan B: The response plan is applied through the offering configuration C:
The Fulfillment Manager applies the response plan as part of the approval process D: A
workflow defined in the global configurations for the Service Catalog applies the response plan

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QUESTION: 44
The lookup attribute is used to specify a dialog that displays a table of possible field values
Where are lookups defined? A: Library XML lookupxml B: System XML lookupsxml C:
Scatalog XML lookupsxml D: Attribute XML lookupsxml

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QUESTION: 45
Which language is used to write Service Catalog Automation scripts? A: XML B: Java C:
PERL D: Jython

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QUESTION: 46
Which two applications access must be given to a user so that they can order from a Service
Catalog? (Choose two) A: Vendor B: Service C: Offerings D: Catalogs E Item Master

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QUESTION: 47
Which application is used to create the action used in an Action catalog offering? A: Actions B:
Offering C: Workflows D: Launch in Context

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QUESTION: 48
If a Service Catalog Action type offering is configured to initiate the execution of a workflow,
what is the initial context of the workflow? A: the Service Request application B: the activity
associated with the offering C: a Launch in Context to a target application D: the filled in
offering item from the offering s order panel

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QUESTION: 49
What are three offering types supported in the Service Catalog? (Choose three) A: Action B:
Descriptive C: Supply Chain D: Service Level E Service Request F Launch in Context

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QUESTION: 50
The inputmode attribute for a Catalog Offering takes which two values? (Choose two) A:
Hidden B: Numeric C: Required D: Date Lookup E Domain Value

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QUESTION: 51

Which action is required to ensure that IBM provided Service Catalog content is installed? A:
Service Catalog content can be installed as an option when installing the base services B:
Download the content package from IBM Tivoli Support and then install the content as a
fixpack C: When installing IBM Tivoli Service Request Manager V72 (TSRM), select the
option to install Service Catalog content D: No specific action is required The Service Catalog
content is automatically installed when TSRM is installed

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QUESTION: 52
Which application is used to grant or revoke access to catalogs and offerings? A: Organizations
B: Offering Catalog C: Security Groups D: Service Fulfillment

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QUESTION: 53
What are two types of Service Catalog Action Offerings? (Choose two) A: Workflow B: Asset
Request C: Launch in Context D: Create Purchase Order E Create Service Request

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QUESTION: 54
Which search capabilities are available in the View Catalog Requests application? A: by
requester and date range B: by status and classification C: by date range and description D: by
customer and service group

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QUESTION: 55
What is the responsibility of a Service Delivery Manager? A: performs the work items B:
defines what the service is about C: monitors infrastructure components D: identifies how a
service will be fulfilled

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QUESTION: 56
Which three automation scripts can be applied to a Service Catalog offering when a self service
user is employing the Offering Catalog application to order an instance of that offering?
(Choose three) A: A script that is executed when an order held within the shopping cart is
modified B: A pre population script that initializes parameter values within the offering s order
panel C: A script that is executed when the contents of the shopping cart is submitted for
service fulfillment D: A script that is executed when the offering is added to the Offering
Catalog application s shopping cart E A script that is executed immediate after a response plan
is applied to the Service Request type offering order F A script that is executed immediately
before a response plan is applied to the Service Request type offering order

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QUESTION: 57
What are two ways to implement an Action offering? (Choose two) A: Action B: Workflow C:
Escalation D: Launch in Context E Communication Template

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QUESTION: 58
Which two statements are ways to add an Offering to a Service Catalog? (Choose two) A: Use
the Add Offering option in the Select Action menu of the Offering Catalog application B: Use
the Add Multiple Offerings option in the Select Action menu of the Catalogs application C:
Use the Add Offering to Catalog option in the Select Action menu of the Offerings application
D: Use the New Row option in the Catalogs section of the Offering tab page of the Offerings
application E Use the New Row option in the Authorized Catalogs section of the Service
Catalog tab page of the Security Groups application

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QUESTION: 59
Which types of content data can be updated using IBM Tivoli Service Request Manager V72
updateTool? A: Response Plans, Job Plans, Offerings B: Job Plans, Response Plans,
Classifications C: Classifications, Ticket Templates, Offerings D: Classifications, Escalations,
Communication Templates

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QUESTION: 60
Which statement is true regarding Service Catalogs? A: A catalog can be assigned to only one
item set B: A catalog can be assigned to only one organization C: Catalogs are created in item
sets and are assigned to offerings D: Catalogs are created at the system level and are assigned
to security groups

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QUESTION: 61
What is the status of an offering while defining specifications? A: DRAFT B: ACTIVE C:
PENDING D: PLANNING

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QUESTION: 62
Which statement is true about globally applied Service Catalog workflows? A: Initiate
Workflow on Catalog Submission is a mandatory global setting B: A Service Catalog offering
can override globally applied approval workflows C: Response plans be can be configured to
override globally applied workflows D: Individual Service Catalog offerings can override all
globally applied workflows

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QUESTION: 63

If Flow Action Assist is checked, at what task status point will the flow action begin? A: APPR
B: WAPPR C: INPROG D: QUEUED

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QUESTION: 64
What must be done to ensure that uploading from the remote diagnostic connection works
properly after it is enabled? A: Update the system properties file to ensure the proper ports are
enabled to allow uploading B: Specify a port number as part of the library XML file when
configuring Service Request Manager C: Ensure that the EAR file for the URL includes the
mxeinttrcuploadrecording property D: Specify a port number as part of the URL when starting
a Service Request Manager browser section

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QUESTION: 65
Which three Instant Messaging Servers can be integrated with IBM Tivoli Service Request
Manager V72? (Choose three) A: Skype B: Jabber C: Google Talk D: MSN Messenger E
Yahoo Messenger F Lotus Sametime Server

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QUESTION: 66
When configuring the Computer Telephony Integration (CTI) module, it is necessary to use the
System Properties application in IBM Tivoli Service Request Manager to set values for the CTI
properties Which two values can be set? (Choose two) A: cticonfigport B: cticonfighost C:
srmusername D: ctisystemhost E srmconfigbackupport

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QUESTION: 67
Which two types of integrations are possible between external Service Desk applications and

IBM Tivoli Service Request Manager V72? (Choose two) A: Data Integration B: Application
Integration C: High Availability Integration D: User Authentication Integration E Customer
Information Integration

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QUESTION: 68
Which method is used to install the IBM Tivoli Directory Integrator on a Windows platform to
support IBM Tivoli Service Request Manager V72 integration with other products? A: Run the
Launchpadbat command from the Integration Toolkit B: Run the installTDIcmd command
from the Integration Toolkit with silent option C: Run the Launchpadcmd command from the
IBM Tivoli Directory Integrator Installer D: Run the install_tdiv61_windowsexe -silent
command from the IBM Tivoli Directory Integrator Installer

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QUESTION: 69
What must occur for an agent to take control of an asset using the Tivoli Remote Control
Agent? A: The service request must have an asset in the record B: The service request must
have an asset owner in the record C: An agent and user must be logged into the same service
request and the end user must agree to control via the IBM Tivoli Service Request Manager
V72 (TSRM) panel D: The agent must log in to TSRM, click Remote Diagnostics from the
Start Center, and get permission from user of the asset to obtain control

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QUESTION: 70
What does the installTDIcmd command do? A: It launches the IBM Tivoli Directory Integrator
Launchpad B: It launches the IBM Tivoli Directory Integrator GUI Installer C: It configures
the IBM Tivoli Directory Integrator files on the IBM Tivoli Service Request Manager (TSRM)
server D: It installs the IBM Tivoli Directory Integrator to support TSRM integration with
other products

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QUESTION: 71
A new icon needs to be displayed to users in the ITUSER Security Group in the Incident
Application only when a ticket has the Status of INPROG Which three configuration steps
must be performed to enable this functionality? (Choose three) A: A signature option must be
created for the icon B: A conditional expression must be created that evaluates to True when
status is INPROG C: A conditional expression must be applied to the status attribute in the
Incident Ticket view D: A signature option must be applied to the INPROG status in the
INCIDENTSTATUS Domain E A conditional expression must be applied to the signature
option in the ITUSER Security Group F A signature option for the new icon must also be
added in the ITUSER Person Group for the Incident application

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QUESTION: 72
Which Application Designer function is used to load the presentation files into the database? A:
Database Configuration B: Import System Definition C: Import Application Definition D:
Duplicate Application Definition

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QUESTION: 73
Why is the httpdconf file edited when configuring the ability to link or attach documents in
IBM Tivoli Service Request Manager V72? A: to identify the root directory for attached
documents B: to specify the type of documents that can be attached C: to identify what
documents to exclude from attachment D: to specify the number of documents that can be
attached

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QUESTION: 74
Which two items must be modified to enable auditing on a field? (Choose two) A: Object B:
Domain C: Attribute D: Classification E System Property

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QUESTION: 75
How are updates made to an active survey? A: Change the status of the Active survey to Draft
and update the original survey B: Change the status of the Active survey to Closed then
duplicate the original survey C: Change the status of the Active survey to Complete then
duplicate the original survey D: Change the status of the Active survey to Closed then set the
status to Draft so the survey can be edited and reused

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QUESTION: 76
Which two integration module applications directly reference Object Structures? (Choose two)
A: End Points B: Publish Channels C: External Systems D: Integration Modules E Enterprise
Services

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QUESTION: 77
Which statement is true regarding deletion of an escalation if it is associated with a Service
Level Agreement (SLA)? A: It is not possible to delete an escalation if it has been associated
with an SLA: B: It is not possible to delete an escalation because it is associated with a record
C: Delete the SLA and the system also deletes any escalations defined within the SLA: D: The
association must be changed on the SLA to "No Escalation" and then the SLA and the
escalation can be deleted

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QUESTION: 78
How is an error in either the SQL statement in the escalation header or point condition
corrected? A: By using the error log results B: By only using the SQL Expression Builder C:
By using the SQL Expression Builder in the point condition D: By viewing the exact error in

the validation results and ensuring the condition is corrected

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QUESTION: 79
Which two functions can be used to automatically send an e-mail when an incident status
changes? (Choose two) A: Actions B: Workflows C: Escalations D: E-mail Listener E
Communication Templates

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QUESTION: 80
What are two valid action types when creating an Action? (Choose two) A: Set Value B: Create
SLA C: Custom Class D: Route Workflow E Send Notification

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QUESTION: 81
Which option is supported when configuring a Start Center result set? A: Display results in a
pie chart B: Display results using color alerts C: Display results sorted by an attribute D:
Display results grouped by an attribute

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QUESTION: 82
What is the first step to add new results sets to the Start Center? A: click Display Settings B:
click Update Start Center C: click Change/Content Layout D: click the pencil icon in portlet

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QUESTION: 83
What can be the problem if a user is not able to add any KPIs in the Start Center? A: security
restriction B: Start Center display problem C: the KPI portlet is not working D: KPI is not
available in the system

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QUESTION: 84
Which statement is true about assets and configuration items (CIs)? A: Only assets which are
public can be selected in a ticket B: CIs and assets with any status can be selected in a ticket C:
Only assets and CIs with owners can be selected in a ticket D: Only CIs and assets whose status
is operating can be selected in a ticket

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QUESTION: 85
Where would an IBM Tivoli Service Request Manager administrator configure permissions to
a report, schedule execution, and set up the e-mailing of report instances? A: Quick Reporting
and Cron Task Setup B: Report Security application and Cron Task Setup C: Security Groups
application and Cron Task Setup application D: Security and Report tabs in the Report
Administration application

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QUESTION: 86
Which method is used to configure an escalation definition for a Service Level Agreement
(SLA) in IBM Tivoli Service Request Manager V72? A: use the Define Escalation icon B: the
Escalation tab in the SLA application C: the Define Escalation Select Action menu option in
the SLA application D: create a record in the Escalations application and associate it to the
SLA

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QUESTION: 87
How can an administrator require a user to select the site where a report will run? A: The
administrator must create a new parameter for the site in the report and enable the "Required"
check box B: The administrator must create specifications for the report classification and add a
Site and Required attribute to the specifications C: The administrator must duplicate the report
for each site and enable security for the user to access the report based on the default insert site
selected in the users profile D: The administrator must verify the Use Default Insert Site as a
"Display Filter" and enable it in the user profile which automatically selects the default site to
be used for a report

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QUESTION: 88
How is a Service Level Agreement (SLA) applied to an activity that is related to a Problem
record? A: A separate SLA is not required as it inherits the one from the Problem record B:
Select Activity Processing from within the Problem record and then Apply SLA: C: Select
Action from the Problem record and select Apply SLA and it applies to the problem and all
related activities D: Select Activity assignment and labor selection from Activity Application,
and then select the assignment and whether to apply to an SLA:

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QUESTION: 89
Which statement is true regarding Service Request specifications? A: When adding a new
specification attribute to a Service Request, new attributes can be checked as required B: When
creating an incident from a Service Request record, Service Request specification attributes are
copied to the new record C: When applying a response plan to a Service Request, specification
attributes are populated as defined in the response plan D: When classifying a Service Request,
the classifications attributes are automatically applied to the Service Request as specification
attributes

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QUESTION: 90

What are two types of object restrictions that can be applied in the Security Groups
application? (Choose two) A: Hidden B: Viewable C: Attribute D: Qualified E Conditional

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QUESTION: 91
Which type of records can be related to a Service Request (SR) from the Related Records tab?
A: only other SRs B: any ticket class or work order class C: SR, incident, problem, and
offerings D: only SR, incident, and problem records

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QUESTION: 92
Which three commitment types are available for Service Level Agreements with Service
Requests? (Choose three) A: Other B: Contact C: Closure D: Approval E Queuing F
Resolution

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QUESTION: 93
If a user creates a service request through Self Service, and the agent has now shared a update
with the user, where would the user look for this information? A: in the Attributes of the
request B: in the Work Log section of the request C: in the Details field of the service request
D: in the Solutions for Service Request panel

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QUESTION: 94
Which Service Request priority type can be set by the user? A: Internal B: Urgency C:
Reported D: Indicated

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QUESTION: 95
Which status values are inherited when the Inherit status on the ticket object is set to True? A:
CLOSED only B: RESOLVED only C: all defined status codes D: CLOSED and RESOLVED

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QUESTION: 96
Which application associates a Service with a Service Group? A: Catalogs B: Offerings C:
Service Groups D: Service Request

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QUESTION: 97
What is the purpose of a ticket template? A: To create standardized templates from service
requests, incidents, or problems B: To standardize common or high volume service requests,
incidents, or problems C: To standardize service level agreements for service requests,
incidents, or problems D: To route service requests, incidents, or problems through a
standardized business process

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QUESTION: 98
Which ticket types can be marked as Global Issue? A: Incidents and Problems B: Incidents and
Work Orders C: Incidents and Service Requests D: Service Requests and Problems

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QUESTION: 99
Which statement is true about the Offerings List report? A: It is linked to the Offering Detail

report B: It shows the number of times an offering has been ordered C: It lists the offerings that
have not been ordered within a time period D: It displays comprehensive information about
each offering in the list

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QUESTION: 100
What is one way to apply a Response Plan to a Service Request? A: set the Apply Response
Plan option on an escalation B: set the Response Plan attribute in a Ticket Template C: use the
Apply Response Plan Select Action menu option D: use the Apply Response Plan option in a
Workflow Connector

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QUESTION: 101
What is a Quick Insert Template? A: It is a template to configure the Quick Insert Portlet in a
Start Center Template B: It is an associated record template that is applied to every Quick
Insert Portlet C: It is a predefined template that provides the structure for a Quick Insert Action
D: It is an action link in the Service Requests, Incidents, or Problems Application with an
associated template

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QUESTION: 102
Which type of ticket is used to capture requests that are made in order to obtain information?
A: Incidents B: Problems C: Service Offerings D: Service Requests

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QUESTION: 103
Which two security restrictions must be granted to a group to allow the update of a closed
ticket? (Choose two) A: Change Status B: Save Service Request C: Update Downtime History

D: Manage Downtime History E Edit History Service Request

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QUESTION: 104
The Actual Start Date field of a ticket is populated when a user changes the status to what
value? A: NEW B: DRAFT C: INPROG D: QUEUED

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QUESTION: 105
IBM Tivoli Service Request Manager V72 provides content which includes security groups
based on the IT Infrastructure Library (ITIL) Based on ITIL and the content provided, which
statement is true about the Problem Owner user role? A: The role has security rights to every
action and every Service Desk application B: The role is responsible for the quality and
integrity of the Problem Management process C: The role oversees the handling of a problem,
brings in analysts and specialists as needed, and is responsible for bringing the problem to
closure D: The role has subject matter experts in one or more areas and discovers incident
trends, identifies problems, and determines the root cause of problems

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QUESTION: 106
How is the auto-classification function disabled? A: modify database properties B: modify the
maximoproperties file C: use the System Properties application D: use the Organization
application, select Action and then Service Desk options

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QUESTION: 107
Which type of node is placed in a workflow to create assignments for a Service Request? A:
Task B: Condition C: Interaction D: Manual Input

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QUESTION: 108
When does the value of the Number of Hits field increase? A: When a self service user reads
the solution B: When a self service user rates the solution C: When a self service user search
results include the solution D: When the self service user accepts the solution as being useful

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QUESTION: 109
Which two methods can be used to apply a Response Plan? (Choose two) A: SLA B: Role C:
Action D: Workflow E Escalation

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QUESTION: 110
Before a shopping cart can be submitted, the cart fields must be validated to ensure they are
properly filled out In which two applications can the validation of a shopping cart offering be
configured? (Choose two) A: for a particular offering it can be configured in the Catalogs
application B: for a particular offering it can be configured in the Offerings application C: for a
particular site it can be configured in the Organizations application D: for a particular
organization it can be configured in the Organizations application E for a particular cart it can
be configured through the response plan that was applied to the offering

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QUESTION: 111
Which application is used to configure flow control to initiate a workflow? A: Incidents B: Job
Plans C: Problems D: Service Requests

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QUESTION: 112
Which two types of Service Catalog Offerings can have custom dialogs? (Choose two) A:
Action B: Supply Chain C: Service Request D: Process Request E Catalog Request

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QUESTION: 113
When setting up security on an Offering Catalog, where does the user configure automatic data
restriction in the Security Groups application? A: Applications tab B: Service Catalog tab C:
Data Restrictions tab D: Select Action menu option

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QUESTION: 114
What are two uses for automation scripts for the Service Catalog? (Choose two) A: To auto
populate fields in an Offering Order panel B: To add limited execution capability to a
Descriptive offering C: To provide an alternative way to manage a Launch in Context D: To
validate the values that a user fills in for an attribute of an offering E To take the place of a
response plan in providing structure to the service request that is generated when an offering is
ordered

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QUESTION: 115
Which three presentation options can a user define for each attribute in an offering? (Choose
three) A: Hidden B: Default C: Qualified D: Mandatory E Read Only F Password Protected

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QUESTION: 116
Which type of offering is created to integrate existing service applications into the Service
Catalog? A: Action B: Descriptive C: Informational D: Supply Chain

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QUESTION: 117
Which two default properties must be modified to set the instant messaging server and time out
values for integration of IBM Tivoli Service Request Manager V72 with Lotus Sametime?
(Choose two) A: mxeintwebappurl B: mxeimilotusimserver C: mxeimiserverhostname D:
mxeimiconnectiontimeout E mxeimiinstantmessagingserver

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QUESTION: 118
What is the correct way to configure an external system to allow service requests to be sent
through the Integration Framework in IBM Tivoli Service Request Manager V72 using HTTP?
A: include Enterprise Service MXSRInterface B: configure an inbound queue and an HTTP
end point C: include Publish Channel MXSRInterface and an HTTP end point D: configure an
HTTP end point and Enterprise Service MXTicketQuery

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QUESTION: 119
When configuring the IBM Tivoli Service Request Manager V72 server for Computer
Telephony Integration, it is necessary to ensure the global value for the Javarmiserverhostname
property is set What does this property define? A: the Remote Method Invocation binding B:
the Computer Telephony Queue setting C: the Remote Method Lookup Type setting D: the
Computer Telephony Integration configuration host binding

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QUESTION: 120
Which two options must be configured in order for Global Search to work? (Choose two) A:
Security B: Cron task C: System Properties D: Database Properties E Application Designer

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QUESTION: 121
Which action in the Service Request application is taken to put the Service Request on SLA
Hold? A: go to Select Action and select SLA Hold B: click the Stop Timer on the Service
Request toolbar C: change the status of the Service Request to SLA Hold D: take the Service
Request out of the In Progress status

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QUESTION: 122
The View Solutions application does not automatically rank solutions In the searchsolxml file,
how is the line modified to order the solutions by rank? A: <"table id="results_showlist"
rankby="ranking dsc, numtimesapplied desc"> B: <"table id="results_showlist"
rankby="avgranking asc, numtimesapplied desc"> C: <"table id="results_showlist"
sortby="avgranking asc, numtimesapplied desc"> D: <"table id="results_showlist"
orderby="avgranking asc, numtimesapplied desc">

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QUESTION: 123
Which application is used to create the action used in an Action catalog offering? A: Actions B:
Offering C: Workflows D: Launch in Context

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QUESTION: 124
Which statement is true regarding the installation of IBM provided Service Catalog content? A:

It is loaded using an IBM defined organization and itemset B: It is loaded using a customer
defined organization and itemset C: It is loaded using all the defined customer organizations
and itemsets D: It is loaded at the system level so that it can be configured for use as the
customer chooses

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QUESTION: 125
Which three actions can a ticket template perform when configured for a Service Request
catalog offering? (Choose three) A: Apply SLA B: Set Solution C: Initiate Workflow D: Set
Ticket Status E Set Owner Group F Set Internal Priority

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QUESTION: 126
What needs to be done if a user receives an error while trying to order an offering that was
installed with Service Catalog? A: Change the itemset of the offering in the maximoproperties
file B: Give the user access to the offering in the Offerings application C: Use the Database
Configuration application to update the itemset of the offering installed by Service Catalog D:
Use the updateTool to update the Organization, Site, itemset, and Vendor of the offerings
installed by Service Catalog

Answer: http://www.twpass.com/twpass.com/exam.aspx?ecode=000-030&qno=126
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QUESTION: 127
What are three types of Service Catalog offerings? A: Descriptive, Action, Supply Chain B:
Action, Descriptive, Service Request C: Launch in Context, Descriptive, Service Request D:
Service Request, Supply Chain, Launch in Context

Answer: http://www.twpass.com/twpass.com/exam.aspx?ecode=000-030&qno=127
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QUESTION: 128

The CSS style sheets are used to augment colors and fonts in the catalog dialog These styles are
specified in the pmscoffcatcss file Which attributes are in the file? A: labelcss, cssclass,
colorcss, statuscss B: fontcss, labelcss, cssclass, descripcss, headercss C: headercss, labelcss,
cssclass, desctextcss, textcss D: headercss, labelcss, cssclass, desctextcss, statuscss

Answer: http://www.twpass.com/twpass.com/exam.aspx?ecode=000-030&qno=128
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QUESTION: 129
How are catalog requests organized in the View Catalog Request application? A: by offering
request B: by catalog request C: by catalog then by offering D: by offering then by catalog

Answer: http://www.twpass.com/twpass.com/exam.aspx?ecode=000-030&qno=129
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QUESTION: 130
Which application is used to control the display of Service Catalogs to the users? A: Offerings
B: Fulfillment C: Security Groups D: Offering Catalog

Answer: http://www.twpass.com/twpass.com/exam.aspx?ecode=000-030&qno=130
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QUESTION: 131
Which two roles are required to create a new offering? (Choose two) A: Service Designer B:
Operational Analyst C: Service Delivery Manager D: Service Execution Manager E Service
Catalog Administrator

Answer: http://www.twpass.com/twpass.com/exam.aspx?ecode=000-030&qno=131
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QUESTION: 132
Which statement best describes the Action Service in the Service Catalog? A: It is an existing,
non-automated service B: It can used to generate process requests C: It can initiate a workflow
or trigger a Launch in Context D: It is used to generate Service Catalog purchase requisitions

Answer: http://www.twpass.com/twpass.com/exam.aspx?ecode=000-030&qno=132
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QUESTION: 133
If a Service Catalog Action type of offering is configured to specify the execution of a
workflow, when is the workflow started? A: when a response plan is applied to the offering B:
when the entire order is submitted for fulfillment C: when the Launch button on the offering s
order panel is clicked D: when a user adds the offering to the Offering Catalog application
shopping cart

Answer: http://www.twpass.com/twpass.com/exam.aspx?ecode=000-030&qno=133
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QUESTION: 134
Which statement is true regarding Service Catalogs? A: When created, the user selects the item
set where the catalog should be created B: When created, the user selects the organization
where the catalog should be created C: Once created, the user can later change the item set
where the catalog is associated D: When created, the item set is automatically set to the item set
associated with the user s default site

Answer: http://www.twpass.com/twpass.com/exam.aspx?ecode=000-030&qno=134
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QUESTION: 135
What is the role of an Operations Specialist? A: defines services B: defines Service Level
Agreements C: performs service fulfillment work items D: reports service performance to
customers

Answer: http://www.twpass.com/twpass.com/exam.aspx?ecode=000-030&qno=135
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QUESTION: 136
Within a Service Catalog, workflows and scripts can be globally applied at which level? A: Site
B: System C: Item Set D: Organization

Answer: http://www.twpass.com/twpass.com/exam.aspx?ecode=000-030&qno=136

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