We provide practice offline in anytime
People are very busy nowadays, so they want to make good use of their lunch time for preparing for their C9560-656 exam. As is known to us, if there are many people who are plugged into the internet, it will lead to unstable state of the whole network, and you will not use your study materials in your lunch time. If you choice our C9560-656 exam question as your study tool, you will not meet the problem. Because the app of our C9560-656 exam prep supports practice offline in anytime. If you buy our products, you can also continue your study when you are in an offline state. You will not be affected by the unable state of the whole network. You can choose to use our C9560-656 exam prep in anytime and anywhere.
We can promise 365 days free updates
In order to meet the needs of all customers that pass their exam and get related certification, the experts of our company have designed the updating system for all customers. Our C9560-656 exam question will be constantly updated every day. The IT experts of our company will be responsible for checking whether our C9560-656 exam prep is updated or not. Once our C9560-656 test questions are updated, our system will send the message to our customers immediately. If you use our C9560-656 exam prep, you will have the opportunity to enjoy our updating system. You will get the newest information about your exam in the shortest time. You do not need to worry about that you will miss the important information, more importantly, the updating system is free for you, so hurry to buy our C9560-656 exam question, you will find it is a best choice for you.
IBM SmartCloud Control Desk Service Request Management Implementation Exam Certification Details:
| Duration | 90 mins |
| Sample Questions | IBM SmartCloud Control Desk Service Request Management Implementation Sample Questions |
| Exam Name | IBM Certified Deployment Professional - SmartCloud Control Desk V7.5 Service Request Management |
| Books / Training | IBM Control Desk 7.6 Service Request Management Fundamentals |
| Exam Price | $200 (USD) |
| Number of Questions | 61 |
| Passing Score | 41 / 61 |
| Schedule Exam | Pearson VUE |
| Exam Code | C9560-656 |
Reference: https://www.ibm.com/certify/exam.html?id=C9560-656
IBM C9560-656 Exam Syllabus Topics:
| Topic | Details | Weight |
|---|---|---|
| Integration | -Given an understanding of integration options for service request management, describe them and their key capabilities. -Given the need to take control of remote workstations or servers in order to analyze and solve problems, explain, install and configure Tivoli Remote Diagnostics functionality so that service desk analysts can use Tivoli Remote Diagnostics to take control of remote workstations or servers. | 20% |
| Work with Operational Data | -Given a user has been authorization to access and use the self service center, explain the various parts and functionality of the self service center so that the user understands how the Self Service Center can be used to create/view many common requests/tasks. -Given administrator privileges for the Self Service Center, configure the Self Service Center so that the Self Service Center is configured and can be used by end users to create/view common requests/tasks. -Given full access to the Response Plan application and that job plan, actions, communication templates and ticket templates have been created, use the Response Plans application to complete the response plan details and select the proper Response Plan criteria so that the response plan is successfully created and can be applied to records of the related object. -Given full access to the Job Plans application, use the Job Plans application to create a new job plan by completing the required details and creating the necessary tasks so that a job plan has been created defining a set of activities that is required to be executed in order to fulfill a particular request or work item. -Given full access to the Service Groups application, use the Service Groups application to create a Service Group by completing the Service Group details and specifying the services for the group so that a service group is successfully created and can be applied to service requests, incidents, and problems. -Given full access to the SLAs application and actions and communication templates are created, use the SLAs application to create the SLA and to complete the SLA details and select the proper SLA criteria so that the SLA is successfully created and can be applied to records of the related object. -Given SCCD administrator privileges and access to the Survey Management application, use the Survey Management application to create and manage survey questions so that survey questions are created and can be used in a survey. -Given the survey questions and answer sets have been created, create a survey so that the survey is ready to be used by the ticket, Incident and Problem application allowing the customer to rate the quality of services that has been provided. -Given SCCD has been installed, understand the use of communication templates in Service Desk applications so that frequently used email communications in SCCD can be standardized. | 20% |
| Configure Service Catalog | -Given a customers need to understand the service catalog, describe the applications available in IBM SmartCloud Control Desk (SCCD) for service catalog and their capabilities so that an individual understands how the service catalog applications can be used. -Given the need to setup the service catalog, outline the prerequisite steps so that once they are completed offerings and catalogs can be created. -Given an understanding of the Offerings application, describe the options to consider when creating offerings so that offerings can be configured to meet specific business requirements. -Given a customer's need to understand catalogs, describe the options to consider when creating catalogs using the Catalogs application so that they understand how they can be configured to meet specific business requirements. -Given that SCCD has been installed and the system setup, create a Cart Template so that the cart can be saved and reused for future requests. | 20% |
| System Setup and Configuration | -Given IBM SmartCloud Control Desk (SCCD) has been installed and you have administrator rights, configure security groups so that users can have access to express or advanced Service Requests and Incidents views. -Given SCCD has been installed, describe the available workflow options included in service catalog so that service request approval and fulfillment process for a service request can be automated using workflows provided with the product. -Given that SCCD has been installed, customer should know about the available optional contents so that these can be used to assist the client to have their environment operational in a shorter period of time. -Given that SCCD is installed, understand how to use Automation Scripts application so that common tasks can be done without deploying Java files or restarting the server. | 20% |
| Configure Service Desk | -Given the customers need to understand the ticket types available in IBM Smart Cloud Control Desk (SCCD), explain the service request ticket type so that the customer understands when it is used and who can create the Service Request ticket type. -Given the need to understand the ticket types available in SCCD, explain the Incident ticket type so that the customer understands when it is used and who can create the Incident ticket type. -Given the customers need to understand the ticket types available in SCCD, explain the Problem ticket type so that the customer understands when it is used and who can create the Problem ticket type. -Given the customers need to understand solutions in SCCD, explain solution records and the Solution application so that the customer understands when it is used. -Given that the SCCD has been installed and the system has been set up, create a new Service request so that a user request or issue can be recorded, managed and tracked. -Given that the SCCD has been installed and the user has the appropriate privileges, create a new Incident so that an incident is recorded to capture information about an event that deviates from standard service or an event that might disrupt the quality of that service. -Given that the SCCD V7.5 has been installed and the system has been set up, create a problem so that it can be managed and tracked. -Given that the SCCD V7.5 has been installed and the system has been set up, user is given the read and write access to Solution application, create solutions and assign an owner or owner group to a solution so that a solution can be associated with a service request, incident, or problem ticket. -Given that the SCCD V7.5 has been installed and the system has been set up, create a ticket template as per customer's requirements so that a ticket template has been created and can be applied to service requests, incidents, and problems. -Given that the SCCD V7.5 has been installed and the system has been set up, modify the priority matrix per customer's requirements so that the priority matrix values have been updated and is ready to be used in service requests, incidents ,and problems. -Given that the SCCD has been installed and the system has been set up, configure the system properties and PmObjSearchCron cron task as per customer's requirements so that Global Search has been enabled and users can search across service desk applications. | 20% |
Printable format of the PDF version
Maybe most of people prefer to use the computer when they are study, but we have to admit that many people want to learn buy the paper, because they think that studying on the computer too much does harm to their eyes. C9560-656 test questions have the function of supporting printing in order to meet the need of customers. You can print our C9560-656 exam question on papers after you have downloaded it successfully. It not only can help you protect your eyes, but also it will be very convenient for you to make notes. We believe that you will like our C9560-656 exam prep.
According to the market research, we have found that a lot of people preparing for the C9560-656 exam want to gain the newest information about the exam. In order to meet all candidates requirement, we compiled such high quality study materials to help you. It is believed that our products will be very convenient for you, and you will not find the better study materials than our C9560-656 exam question. If you willing spend few hours to learn our study materials, you will pass the exam in a short time. Now we are going to introduce our C9560-656 test questions to you.
1041 Customer Reviews
