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000-029 IBM Fundamentals of Applying Tivoli Service Delivery and Process Automation Solutions V2

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The 000-029 practice exam is written and formatted by Certified Senior IT Professionals working in today's prospering companies and data centers all over the world! The 000-029 Practice Test covers all the exam topics and objectives and will prepare you for success quickly and efficiently. The 000-029 exam is very challenging, but with our 000-029 questions and answers practice exam, you can feel confident in obtaining your success on the 000-029 exam on your FIRST TRY! IBM 000-029 Exam Features - Detailed questions and answers for 000-029 exam - Try a demo before buying any IBM exam - 000-029 questions and answers, updated regularly - Verified 000-029 answers by Experts and bear almost 100% accuracy - 000-029 tested and verified before publishing - 000-029 exam questions with exhibits - 000-029 same questions as real exam with multiple choice options Acquiring IBM certifications are becoming a huge task in the field of I.T. More over these exams like 000-029 exam are now continuously updating and accepting this challenge is itself a task. This 000-029 test is an important part of IBM certifications. We have the resources to prepare you for this. The 000-029 exam is essential and core part of IBM certifications and once you clear the exam you will be able to solve the real life problems yourself.Want to take advantage of the Real 000-029 Test and save time and money while developing your skills to pass your IBM 000-029 Exam? Let us help you climb that ladder of success and pass your 000-029 now!


000-029

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

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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 dat a 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 2 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

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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

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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

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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) 3 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

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QUESTION: 6 An IT department indicates that their users do not have a good understanding of what the IT department does Which ITIL construct can help the IT department resolve this? A: Help Desk B: Service Catalog C: Problem Management D: Service Level Agreements

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QUESTION: 7 A company just hired a new chief information officer (CIO) to lead the IT group and enable them to refocus on the services IT provides to the business The CIO wants to assess their current IT capabilities, but does not have any funding for consultation Which free IBM tool can the CIO use? A: Return on Investment tool B: IBM Tivoli ITIL Process Alignment tool C: IBM Assessment Tool for On-Demand Business D: IBM Service Management SelfAssessment tool

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QUESTION: 8 When discussing IT Service Management with chief information officers, frequently the topic of using capability maturity modules to assess an organization s process, technologies/tools, organization, and information comes up Typically a derivative of the IT Service Capability Maturity Model with maturity phases such as Initial, Repeatable, Defined, Managed, and Optimizing is used during the assessment 4 What is the value of conducting this assessment for an organization? A: It identifies key personnel and the information needed for all IT processes to be optimized B: It identifies the specific ITIL process that is required to be improved on and what tools and technologies are required to accomplish that C: It identifies what tools and technologies are required to be implemented in order to move an organization from one maturity phase to the next D: It identifies which maturity phase an organization is in, which maturity phase the organization is required to target, as well as how to get there

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QUESTION: 9


A chief information officer wants to assess their current environment Which two aspects of the environment are important for sizing an IT Service Management solution? (Choose two) A: IT standards in use B: staff skill assessment C: organizational hierarchy D: geographic location of servers E types of operating systems in use

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QUESTION: 10 A customer s chief information officer (CIO) invites a solution advisor to discuss IT Service Management and how it might help with financial planning What should the advisor find out about the CIO s environment? A: the number of assets being used B: types of security protocols being used C: which network vendors are being used D: types of operating systems being used

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QUESTION: 11 5 In addition to networks and hardware, which other IT components should a solution advisor analyze in a customer s current IT environment? A: user communities B: development tools C: people and schedules D: application and database servers

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QUESTION: 12 A customer s chief information officer (CIO) invites a solution advisor to discuss IT Service Management and how it might help the IT group work more effectively and efficiently What should the solution advisor do in the first meeting with the CIO? A: Ask the CIO about the company s history, competition, and market value B: Ask the CIO about their background, education, and professional experience C: Ask the CIO if their organization currently maintains service level agreements D: Ask the CIO about the number of employees, the number of locations, and the most recent major project the company has done

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QUESTION: 13 A customer is planning to use IBM Tivoli Asset Management for IT, IBM Tivoli Change and Configuration Management Database (CCMDB), and IBM Tivoli Service Request Manager (TSRM) The customer wants to use multiple discovery tools in the environment to automate the discovery of the maximum amount of information about IT assets Which recommendation should the solution advisor make? A: Consolidate discovered assets in TSRM by using DLAs B: Demote authorized assets to actual assets to seed the discovery tools C: Demote authorized Configuration Items (CIs) to actual CIs to seed the discovery tools D: Consolidate discovered assets in CCMDB by using Discovery Library Adapters (DLAs)

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QUESTION: 14 6 What is used to integrate Tivoli s process automation engine with an existing purchasing system in a customer environment? A: Integration Framework B: Supply Chain Maximizer C: Process Solution Installer D: Maximo Purchase Order Processor

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QUESTION: 15 A customer is using Microsoft SMS for IT discovery and wants to implement IBM Tivoli Asset Management for IT and IBM Tivoli Service Request Manager Which tool allows information from SMS to be used? A: IBM Tivoli Integration Composer B: The Maximo Microsoft Integration Kit C: The Maximo Business Object Integrator D: Tivoli Enterprise Java Bean Integration Kit

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QUESTION: 16 A customer is concerned that their Accounts Payable system is very old and is not supported The customer is planning to implement IBM Tivoli Asset Management for IT (TAMIT) Which advice should the solution advisor give? A: TAMIT is an IT tool As such, it does not include purchasing functionality B: The implementation should use IBM QuickPay on


Z/OS This way, the built-in Accounts Payable adapter can be used C: Use the Accounts Payable application from the Financial module for TAMIT This will improve asset management by more tightly coupling the financial and IT aspects of system management D: Although TAMIT supports purchasing functions, there is no Accounts Payable system in the product Consider looking at a more modern Accounts Payable system and integrating it with TAMIT by using the Integration Framework

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QUESTION: 17 Which discovery tool is recommended for IBM Tivoli Change and Configuration Management Database V71? A: IBM Tivoli Discovery Manager B: IBM Tivoli Configuration Manager C: IBM Tivoli Asset Discovery for Distributed D: IBM Tivoli Application Dependency Discovery Manager

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QUESTION: 18 Which tool can be used to import data from SAP to the Assets application for IBM Tivoli Asset Management for IT version 7x? A: Maximo Data Loader B: Tivoli Data Integrator C: Integration Framework D: Reconciliation Tasks application

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QUESTION: 19 A customer creates a purchase order by using IBM Tivoli Asset Management for IT (TAMIT) The purchase order is then entered into Oracle Financials Which statement is true about the process of receiving materials ordered by using these purchase orders? A: TAMIT must manage the Request for Quote process for these materials B: The purchase requisitions for the materials must be generated in Oracle Financials C: The materials can be received in the TAMIT Receiving application, and the acknowledgement of receipt can be entered into Oracle Financials by using the Integration Framework D: The materials can be received in the TAMIT Purchase Order application, and the acknowledgement of receipt can be entered into Oracle Financials by using the Integration Framework


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QUESTION: 20 A customer wants to allow the help desk personnel to track when a lease ends on each desktop in an organization Leases are maintained in an application on the customer s mainframe How should the solution advisor advise the customer to implement this requirement? A: Use Integration Framework to populate lease contract information in Tivoli s process automation engine (Tpae) B: Modify the Assets application by using application designer Add a field that tracks end of lease information C: Use the Maximo Data Loader to load lease information into IBM Tivoli Asset Management for IT on a nightly basis D: Help desk personnel should all be given a 3270 screen emulation application to access the mainframe Use the Tpae Macro application to launch the terminal emulator, and find the asset

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QUESTION: 21 A General Ledger accounting system used by a customer has four components in the format xxxx-xxx-xxx- xxx How can the format be defined in the Tivoli s process automation engine? A: Create a domain B: Use the Balance Sheet application C: Use the GL Account Configuration dialog box D: Modify the Accounting application by using Application Designer

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QUESTION: 22 A competitor in the IT domain claims that their product contains pre-built workflows and common tasks that span and integrate across IT Service Management applications What should a solution advisor do when a customer is considering such a solution? A: Dispute the vendor s claims that these pre-built workflows even exist B: Inform the organization that workflow is an unimportant component in IT Service Management C: Inform the organization that all vendors have the same pre-built workflows incorporated in their products D: Inform the customer that if current business processes do not exactly match these workflows, customization is required 9


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QUESTION: 23 The customer wants to replace their existing inventory management system with the proposed IBM solution Which three considerations might the client have to understand regarding the migration from their legacy system to the new IBM system? (Choose three) A: Operational Change Management B: Organizational Change Management C: mapping and migration of existing data D: mapping and migration of existing system code E mapping and migration of existing user interfaces F mapping and migration of existing business processes and rules

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QUESTION: 24 In which project phases are the most requirements discovered and defined? A: initiating and planning B: initiating and execution C: planning and execution D: initiating and monitoring/controlling

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QUESTION: 25 Which two processes should be considered during the initial planning phase? (Choose two) A: defining user IDs and passwords B: determining security privileges for all users C: data migration from legacy or other systems D: assigning and scheduling end-user training tasks E system integrations with financial or other external systems

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QUESTION: 26 Which factor is the most relevant when documenting the IT Asset Management procurement process? A: asset type schema B: number of master items C: item identification schema D: number of deployed assets


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QUESTION: 27 From which two key contacts is detailed information about existing service management processes most likely gathered? (Choose two) A: Test and QA Manager B: Vice President of Operations C: Customer Relations Manager D: the First Level Support Supervisor E Vice President of Information Technology

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QUESTION: 28 Which two information gathering techniques are used in the risk identification process? (Choose two) A: benchmarking B: brainstorming C: network monitoring D: experimental design E decision tree analysis

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QUESTION: 29 From which two key contacts is detailed information about existing service management processes most likely gathered? (Choose two) A: Problem Manager B: Contracts Manager C: Service Desk Supervisor D: Emergency Committee Members E Change Advisory Board Members

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QUESTION: 30 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 Golden Bank is piloting a small service management project where one helps them understand the impact ITIL will have in their environment Golden Bank needs the person to assist in mapping out their employee position descriptions to ITIL roles The following information about various Golden Bank employees has been provided to help the person create ITIL role mappings: Glenn: Is the owner of the various service desks and IT services at Golden Bank Coordinates the escalation process including setting the


response times for the various clients of the service desk David and James:

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QUESTION: 31 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 Golden Bank is piloting a small service management project where one helps them understand the impact ITIL will have in their environment Golden Bank needs the person to assist in mapping out their employee position descriptions to ITIL roles The following information about various Golden Bank employees has been provided to help the person create ITIL role mappings: Glenn: 13 Is the owner of the various service desks and IT services at Golden Bank Coordinates the escalation process including setting the response times for the various clients of the service desk David and James:

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QUESTION: 32 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 Golden Bank is piloting a small service management project where one helps them understand the impact ITIL will have in their environment Golden Bank needs the person to assist in mapping out their employee position descriptions to ITIL roles The following information about various Golden Bank employees has been provided to help the person create ITIL role mappings: Glenn: Is the owner of the various service desks and IT services at Golden Bank Coordinates the escalation process including setting the response times for the various clients of the service desk David and James:

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QUESTION: 33 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 Golden Bank is piloting a small service management project


where one helps them understand the impact ITIL will have in their environment Golden Bank needs the person to assist in mapping out their employee position descriptions to ITIL roles The following information about various Golden Bank employees has been provided to help the person create ITIL role mappings: Glenn: Is the owner of the various service desks and IT services at Golden Bank Coordinates the escalation process including setting the response times for the various clients of the service desk David and James:

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QUESTION: 34 Based on the ITIL framework, which role falls outside the scope of IT Service Management? A: Release Manager B: Problem Manager C: Test and QA Manager D: IT Service Continuity Manager

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QUESTION: 35 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 Golden Bank is piloting a small service management project where one helps them understand the impact ITIL will have in their environment Golden Bank needs the person to assist in mapping out their employee position descriptions to ITIL roles The following information about various Golden Bank employees has been provided to help the person create ITIL role mappings: Glenn: Is the owner of the various service desks and IT services at Golden Bank Coordinates the escalation process including setting the response times for the various clients of the service desk David and James:

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QUESTION: 36 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 19 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 dat a Provide autodiscovery 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, if goals are milestones to be achieved in order to fulfill the company s mission, which statement best describes objectives? A: why the company has established its stated mission B: what activities are necessary to achieve the company s goals C: what management envisions as some future state of the company D: why customers choose doing business with your company over a competitor

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QUESTION: 37 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 20 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 dat a Provide autodiscovery 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 reflects Golden Bank s mission statement? A: Golden Bank wants to be the "complete solution" for the consumer B: Golden Bank will be recognized as the best international consumer bank C: Golden Bank is a global banking business with offices in every major international city D: Golden Bank has total commitment to providing their customers increasingly better service

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QUESTION: 38 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 21 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 dat a Provide autodiscovery 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 reflects Golden Bank s value statement? A: Golden Bank wants to be the "complete solution" for the consumer B: Golden Bank will be recognized as the best international consumer bank C: Golden Bank is a global banking business with offices in every major international city D: Golden Bank has total commitment to providing their customers increasingly better service

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QUESTION: 39 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 22 Maintain baseline historical data for comparative analysis Maximize reporting capability Compare, analyze, and reconcile software license dat a 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 in the exhibit, which statement best matches the customer s goals in relation to IT Asset Management? A: Golden Bank needs baseline historical data for comparison purposes B: Golden Bank will convert our business processes to an ITIL framework C: Golden Bank will be recognized as the best international consumer bank D: Golden Bank has total commitment to providing their customers increasingly better service

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QUESTION: 40 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 dat a Provide auto-discovery functionality and system configuration capture or import from external systems for reconciliation 23 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 overall goals? A: Golden Bank wants to reduce the cost of doing business B:


Golden Banks needs baseline historical data for comparison purposes C: Golden Bank will convert our business processes to an ITIL framework D: Golden Bank has total commitment to providing their customers increasingly better service

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QUESTION: 41 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 dat a 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 solution alleviate the central pain points of Golden Bank? A: IBM Tivoli Provisioning Manager B: IBM Tivoli Service Level Advisor C: IBM Tivoli Service Request Manager D: IBM Tivoli Usage and Accounting Manager 24

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QUESTION: 42 What are two components of the Tivoli s process automation engine? (Choose two) A: common surveys B: common terminology C: common documentation D: common configuration services E common process workflow run time and services

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QUESTION: 43 What are two capabilities of Tivoli s process automation engine? (Choose two) A: wide scope Java tooling built-in B: ability to have multiple servers use a single database C: collaborative integration tool set with video conferencing tools D: out-of-the-box integration of Service Management and Asset Management functions to seamlessly execute crossdomain process activities E rapid development of new solutions using built-in "code free" tools such as Application Designer, Workflow Designer, and Data Configuration

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QUESTION: 44 What are two capabilities of Tivoli s process automation engine? (Choose two) A: provides a realtime ITIL maturity index B: improves the speed to create a new service request from the start center C: provides the automated mapping of documented ITIL processes to the tool D: configurability of workflows, data, and user interfaces allowing customers to tune the tool E improves communication through bulletin board, escalation, and collaboration capabilities

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QUESTION: 45 Which statement is true about the Tivoli s process automation engine (Tpae)? A: Tpae offers a complete solution management for CRM B: Tpae offers a total MRO solution for asset management C: Tpae uses common database SQL scripting across all types of databases to provide seamless integration with multiple products D: Tpae uses leading, standards-based technology; the web-architected platform is built on J2EE with advanced business process management and integration to other tools with Web services and XML


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QUESTION: 46 Which two products use Tivoli s process automation engine as their foundation? (Choose two) A: IBM Tivoli Risk Manager B: IBM Tivoli Storage Manager C: IBM Tivoli Compliance Manager D: IBM Tivoli Provisioning Manager E IBM Tivoli Service Request Manager

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QUESTION: 47 Which product allows a customer to track Lease Contracts? A: IBM Tivoli Provisioning Manager B: IBM Tivoli Asset Management for IT C: IBM Tivoli Service Request Manager D: IBM Tivoli Change and Configuration Management Database

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QUESTION: 48 A customer wants to have the help desk staff notified 7 days before a lease expires on a system managed by the IT department Which product can be used for this purpose? A: IBM Tivoli Service Request Manager B: IBM Tivoli Asset Management for IT C: IBM Tivoli License Compliance Manager D: IBM Tivoli Change and Configuration Management Database

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QUESTION: 49 A customer s IT department issues new laptops to corporate IT users Which application can be used to reorder laptops when the number in stock falls below a certain threshold? A: Inventory application B: Contracts application C: Storeroom application D: Chart of Accounts application


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QUESTION: 50 A customer wants to determine when a laptop lease expires How can this be achieved? A: Establish an end of Lease Site B: Establish an end of Lease Location C: Link the asset to a Configuration Item D: Associate a Lease Contract to the asset

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QUESTION: 51 27 What is an authorized asset? A: An authorized asset has a purchase order associated with it B: An authorized asset has a purchase contract associated with it C: An authorized asset is one that is tracked throughout the IT asset life cycle D: An authorized asset is assigned to a user and has a contract associated with it

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QUESTION: 52 What is the difference between swapping an asset and moving an asset? A: A move occurs within a fixed site, while a swap occurs between an operating location and a salvage location B: A move uses a Configuration Item within an operating site, while a swap uses a rotating asset across organizations C: A move has financial implications across organizations, while a swap only has financial implications within an operating site D: A move changes an asset from one location to another, while a swap exchanges an existing asset in a location for another asset

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QUESTION: 53 A customer requires varying levels of detail about infrastructure components they have in their data center These components have complex runtime dependencies And the customer requires information about how these components are related and also wants to track changes to certain infrastructure components Which product is recommended to the customer to meet these requirements? A: IBM Tivoli Monitoring B: IBM Tivoli Discovery Manager C: IBM Tivoli Configuration Manager D: IBM Tivoli Application Dependency Discovery


Manager

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QUESTION: 54 28 What are the benefits of a solution which uses IBM Tivoli Application Dependency Discovery Manager (TADDM)? A: provides automatic discovery of actual configuration items and deployed assets B: uses the IBM Tivoli Common Agent when agentless discovery does not provide enough detailed information on a discovered asset C: can discover any platform and any device by using the same intelligent TADDM Discovery agent which is automatically installed by the help desk D: provides financial accounting information from the accounting solution which can be used to reduce the number of server licenses the customer requires

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QUESTION: 55 What can be performed by using IBM Tivoli Application Dependency Discovery Manager? A: discovery and configuration of virtualized storage environments B: discovery, configuration, and deployment of business critical applications C: discovery of the IT infrastructure items such as servers, desktops, and middleware applications D: discovery of the license expiry and contract terms and conditions of running middleware applications

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QUESTION: 56 Which benefits can IBM Tivoli Application Dependency Discovery Manager provide to users of IBM Service Management? A: automated approval and deployment of Configuration Items (CIs) B: cost reduction of middleware components, by discovering dependencies between virtual servers C: discovery of interdependencies between applications, middleware, servers, and network components D: discovery of incidents generated by CIs which can be used for event correlation in the ITIL compliant incident management solution


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QUESTION: 57 29 Which three statements are true when discussing the benefits that IBM Tivoli Application Dependency Discovery Manager can provide to users of IBM Service Management? (Choose three) A: With agentless discovery of interdependencies between applications, middleware, servers, and network components, one can understand one s environment in a lot more detail B: By using remote desktop agents, one can discover interdependencies between applications, middleware, servers, and network components, and one can understand one s environment in a lot more detail C: Determine if one s Configuration items (CI) are compliant, by providing the capability to compare discovered configuration of CIs with a reference configuration and determine the variations that define violations to local policy D: Learn how one s CIs are configured and changing over time by capturing the configuration of each CI, tracking changes to it and providing analytics to report on the history of these configuration changes over time E Determine if one s CIs are compliant, by providing the capability to compare discovered configuration of CIs with a reference configuration in a remote Asset Management Database and determine the variations that define violations to remote policy F Learn how one s CIs are configured and changing over time by capturing the configuration of each CI, tracking changes to it and providing analytics to report on the history of these configuration stored in a remote historical asset management database, populated by IBM Tivoli Monitoring

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QUESTION: 58 A customer indicates that they want to have their users automatically create service requests by sending an e-mail to a specified account Which application can accomplish this? A: Problem B: Incident C: Help Desk D: E-mail Listener

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QUESTION: 59 The customer requires the help desk to track all the escalations regarding a specific incident that are sent through the system How should this be accomplished? A: Use the SMTP Select Action from the Incidents application B: Use the Ticket Templates pane in the Log tab of the Incidents application C: Use the View Communications Select Action from the Incidents application D: Use the Communication Log pane in the Log tab of the Incidents application 30


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QUESTION: 60 The chief information officer indicates a help desk manager must be notified of a problem if it is not closed within 7 days of being opened How can this be done in IBM Tivoli Service Request Manager? A: Use the Incidents application B: Use the Escalations application C: Use the Service Catalog application D: Use the Manager Notifications application

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QUESTION: 61 A help desk indicates it often handles issues which involve setting up a new user s VPN Which template can help speed the process of entering this type of service request? A: Ticket Template B: Incident Template C: New User Template D: User Request Template

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QUESTION: 62 The SQL Server database for the Purchasing application must be restarted because of an issue Which application can be used to notify all help desk personnel at a site that this will occur? A: Cron Tasks B: Bulletin Board C: SQL Server Monitor D: Workflow Developer

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QUESTION: 63 A help desk manager wants to produce a report on all incidents which have been reported by a particular user in the past month How can the manager produce the report without using Business Intelligence and Reporting Tools? A: Use the Query Based Reports feature B: Use the Tivoli Role Based Report Writer C: Use the Start Center Bulletin Board Reporter D: Use the the XML Reporter and the Integration Framework


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QUESTION: 64 Which integrated productivity tool and database helps to manage, audit, and coordinate crucial ITIL processes? A: IBM Tivoli Unified Process B: IBM Tivoli Configuration Item Manager Database C: IBM Tivoli Application Dependency Discovery Manager D: IBM Tivoli Change and Configuration Management Database

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QUESTION: 65 Which two IBM Service Management applications are provided with IBM Tivoli Change and Configuration Management Database? (Choose two) A: User Acceptance application which is used to create, view, and modify IT users B: Discovery Management application which is used to discover configuration items C: Change Configuration application which is used to approve configuration changes D: Changes application which is used to manage simple and complex change projects in one s environment E Process Requests application which is used to create, view, and modify IT process management requests

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QUESTION: 66 What is a crucial element of ITIL-based service management? A: a Discovery tool B: an Asset Management System C: a Configuration Management Database D: a Change and Configuration Management Database

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QUESTION: 67 What are two components of the IBM Tivoli Change and Configuration Management Database? (Choose two) A: Operational Process Managers B: IBM Tivoli Provisioning Manager C: IBM Tivoli Service Design Manager D: IBM Tivoli Business Services


Manager E IBM Tivoli Application Dependency Discovery Manager

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QUESTION: 68 Which feature of IBM Tivoli Change and Configuration Management Database can provide a quick look at measurements of efficiency and effectiveness? A: Optimization Indicators B: Measurement Indicators C: Key Performance Indicators D: Performance Utilization Indicators

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QUESTION: 69 33 Which IBM product leverages ITIL practices and provides a standardized methodology which allows one to manage the ability of IT services to the current and future identified needs of the business? A: IBM Tivoli Release Process Manager B: IBM Tivoli Capacity Process Manager C: IBM Tivoli Availability Process Manager D: IBM Tivoli Business Continuity Process Manager

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QUESTION: 70 Which application is provided with IBM Tivoli Release Process Manager? A: the Assets application B: the Item Master application C: the Definitive Software Library application D: the Release Content Specification application

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QUESTION: 71 What are two benefits of the Release Process Manager? (Choose two) A: Establish a common solution for changes B: Maximize IT infrastructure stability and availability C: Align IT operations with your business Service Level Agreements D: Base on leading stand-alone


technology with no product dependencies E Streamline ITIL-based release management processes to manage, audit, and coordinate simple and complex releases

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QUESTION: 72 Which two IT Service Management capabilities are supported by automation capabilities provided by IBM Tivoli Provisioning Manager? (Choose two) 34 A: Event B: Change C: Release D: Problem E Incident

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QUESTION: 73 By providing which two capabilities does IBM Tivoli Provisioning Manager support Release Management capabilities? (Choose two) A: configuration discovery B: scalable secure infrastructure C: common management infrastructure D: software distribution and patch management E operating system imaging and bare metal provisioning

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QUESTION: 74 Which three IT Service Management capabilities are provided by IBM Tivoli Provisioning Manager? (Choose three) A: reduces human error B: increases resource utilization C: improves network performance D: decreases staffing requirements E provides service level monitoring F automates complex provisioning tasks

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QUESTION: 75 In addition to operating system provisioning and software distribution, what are two additional automation capabilities that IBM Tivoli Provisioning Manager provides in support of IT Service Management? (Choose two) 35 A: load


balancing B: capacity planning C: asset provisioning D: storage provisioning E network provisioning

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QUESTION: 76 Which component of IBM Tivoli Provisioning Manager stores a representation of the client s environment? A: a relational database B: the Data Center Model C: the Definitive Software Library D: the Configuration Management Database

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QUESTION: 77 Which component of IBM Tivoli Provisioning Manager executes workflows? A: Deployment Engine B: Automation Packages C: Workflow Process Manager D: WebSphere Process Server

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QUESTION: 78 From which two sources should Business Intelligence and Reporting Tools (BIRT) reports take data? (Choose two) A: database views B: a JDBC data source C: a generic SOAP data repository D: the IBM Service Management Common Agent 36 E directly from the Tivoli Application Dependency Discovery Manager Sensor XML database

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QUESTION: 79 In addition to the predefined reports, the Business Intelligence and Reporting Tools (BIRT) designer tool can also be used to create new reports to use with an integrated component What is the integrated component? A: Change Request Manager Designer Tool B:


Process Release Manager BIRT Designer Tool C: Operational Management Products Report Designer D: IBM Tivoli Application Dependency Discovery Manager BIRT runtime engine

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QUESTION: 80 Which thee statements about Tivoli Common Reporting are true? (Choose three) A: Tivoli Common Reporting uses the WebSphere Reporting runtime engine B: Tivoli Common Reporting provides interfaces for managing and viewing reports C: Tivoli Common Reporting provides interfaces for running and scheduling reports D: Tivoli Common Reporting includes a data store for storing and organizing reports E Tivoli Common Reporting is supplied with IBM Service Request and Release Manager F Tivoli Common Reporting is supplied with IBM Tivoli Application Dependency Discovery Manager

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QUESTION: 81 What are three report formats that can be created with the Business Intelligence and Reporting Tools (BIRT) Report Engine? (Choose three) A: PDF B: CSV C: RTF D: XML E DOC 37 F HTML

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QUESTION: 82 Which two data analysis options are available to analyse one s business crucial data? (Choose two) A: Data Analyzer B: Query By Function C: Application List Indicators D: Key Performance Indicators E Business Intelligence Reporting Tool

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QUESTION: 83 Which two data analysis options are available to analyze one s business crucial data? (Choose


two) A: Ad-hoc Reporting B: Pre-defined Reporting C: Capacity Usage Indicator D: Capacity Metric Indicator E XPath Indicator Reporting

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QUESTION: 84 A client has a business process for handling a service request (SR) that has been evaluated by a help desk agent When the SR is submitted to the workflow, the agent can choose to create a new work order, resolve the SR, or reassign the SR to another agent If a new work order is created, the assigned help desk agent should be presented the new work order to provide additional details What is the best method to meet this requirement using workflows? A: Create an SR workflow that uses a manual input node, an application action CREATE_WO, and an interactive node using a direction body B: Create an SR workflow that uses a task input node, an application action CREATE_WO, and an interactive node using the WOTRACK application 38 C: Create an SR workflow that uses a manual input node, an application action CREATE_WO, and an interactive node using the WOTRACK application D: Create an SR workflow that uses a task node, a manual input node, an application action CREATE_WO, and an interactive node using the WOTRACK application

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QUESTION: 85 What are three key capabilities of workflows? (Choose three) A: Change color based on the data B: Interact with processed records C: Approvals can be done in e-mail D: Ability to provide drop down menus E Escalate to supervisors when not acted on within a time limit F Push information to people by using assignments and notifications

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QUESTION: 86 What is a way that people can be assigned to tasks using workflow? A: A person can be assigned to a task by taking ownership of the workflow B: A person can be assigned to a task by using their persona record in the workflow C: A person can be assigned to a task by associating a person to a role used in the workflow D: A person can be assigned to a task by


selecting from a list when submitting the record to workflow

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QUESTION: 87 A client wants to know how the original person who submitted a purchase order (PO) to workflow will be notified by e-mail when that record has been approved or rejected Which two statements best describe this? (Choose two) A: An e-mail is sent when the user selects a hyperlink B: An originator can be notified by e-mail by using a notification on a manual input node 39 C: An originator can be notified by e-mail by using an escalation when the status of the PO is either APPR or CAN D: An originator can be notified by e-mail by using a notification on the connection line exiting in the previous node E A message appears by using an interactive node that asks the user to raise an e-mail and send this to the originator

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QUESTION: 88 The customer wants to better understand the capabilities of workflows for their business Which two statements best represent this? (Choose two) A: Workflow can provide an audit trail B: Workflow can store business process documents C: Workflow can help SLAs meet their commitments D: Workflow can notify all users about a server outage E Workflow can use Java classes to extend its capabilities

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QUESTION: 89 A customer is seeking a solution to integrate a legacy ticket management application with Tivoli Service Desk Historical tickets are required to be loaded into the Tivoli product Also, the ticket management application will be in use until Tivoli Service Desk goes into production Which statement best describes the proposed solution? A: Legacy tickets can be exported into a CSV file A SQL script can be created to insert the historical tickets into Tivoli Service Desk table Until the new Tivoli Service Desk comes into production, subsequent new legacy tickets can be exported and imported on a daily basis B: Legacy tickets can be exported into an XML file A SQL script can be created to insert the historical tickets into


Tivoli Service Desk object Until the new Tivoli Service Desk comes into production, subsequent new legacy tickets can be exported and imported on a daily basis C: Integration Framework is the tool of choice Legacy data such as tickets can be loaded into Tivoli Service Desk by using a number of ways including flat files, interface tables, or XML Periodically, data can be exported out of the legacy tool in the form of a file and dropped into designated folder that Integration Framework can automatically process into Tivoli Service Desk D: IBM Tivoli Integration Composer is the tool of choice Legacy data such as tickets can be loaded into Tivoli Service Desk by using a number of ways including flat files, interface tables, or XML Periodically, data can be 40 exported out of the legacy tool in the form of a file and dropped into designated folder that Integration Framework can automatically process into Tivoli Service Desk

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QUESTION: 90 A customer has implemented several SAP R/3 modules including Materials Management There is a requirement to integrate specific SAP modules to IBM Tivoli Asset Management for IT to achieve total integration of purchasing and inventory processes Which statement best describes the proposed solution? A: Integration Framework and the generic interface are tools of choice B: Integration Framework and the SAP R/3 ITIC are the tools of choice The SAP R/3 ITIC allows for custom mapping of data between the systems C: SAP R/3 that inserts records directly into Tivoli s process automation engine (Tpae) by using SQL statements is a tool of choice This allows for multiple custom integration points to be built D: Integration Framework and the SAP R/3 Adapter are the tools of choice The SAP R/3 Adapter offers prebuilt integration points to SAP R/3 from Tpae In addition, custom integration points can be built

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QUESTION: 91 Someone is asked to describe different protocols that can be used by the Integration Framework support to send and receive transactions between an external system and IBM Tivoli Service Request Manager Which protocol is available? A: CSV B: JMS C: XLS D: TXT

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QUESTION: 92 The Integration Framework is able to send and receive data from/to external systems Someone has been asked by the client to describe the key methods for transactions to be processed Which two methods can be done by using the Integration Framework? (Choose two) 41 A: Asynchronous processing is not a real-time connection between the two systems and instead communicates through a queue B: Single processing allows each record to be handled by the interface so that it can be examined and then processed according to what the data is C: Bi-Directional processing combines synchronous and asynchronous This allows the best of both, where it will work in a real-time manner when both systems are running, and a queue when one system is not running D: Uni-Directional processing combines synchronous and asynchronous This allows the best of both, where it will work in a real-time manner when both systems are running, and a queue when one system is not running E Synchronous processing allows a real-time connection between the two systems Whenever a transaction is sent from the application, it is immediately received by the external system If a transaction is sent from the external system, it will be immediately received by the application Synchronous processing requires that both systems be running

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QUESTION: 93 An example of a situation whereby integration is only required in one direction is sending the journals of monetary transactions to a financial system such as Oracle Financials or SAP Based on the diagram below, which statement best describes the integration between IBM Tivoli Asset Management for IT (TAMIT) and an external system? y0{dd4a3acc801bf6 A: All journals are sent from the external system, and all Chart of Accounts (COA) and General Ledger (GL) are sent back B: When a new application is created in TAMIT it is sent to the external system, and when a new external system is created it is sent to TAMIT C: When a new labor transaction is created in TAMIT it is sent to the external system, and when a new GL component is created in the external system it is sent to TAMIT D: When a new labor transaction is created in TAMIT it is immediately sent to the external system, and in return a COA component in the external system is sent to TAMIT

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QUESTION: 94 A customer is required to launch from a Configuration Item in the IBM Tivoli Change and Configuration Management Database product to a record within IBM Tivoli Application Dependency Discovery Manager Which integration application can be used to do this?


42 A: Hyperlinking B: External Systems C: Launch in Context D: Invocation Channels

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QUESTION: 95 Which main components make up the physical architecture of Tivoli s process automation engine? A: the IHS server, the WebSphere application server, the database, and the directory server B: the HTTP server, the J2EE application server, the database, and the LDAP directory server C: the HTTP server, the J2EE application server, the database, and the IBM Tivoli Integration Composer D: the HTTP server, the J2EE application server, the database, and IBM Tivoli Application Dependency Discovery Manager

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QUESTION: 96 On which three databases is Tivoli s process automation engine supported? A: DB2, Oracle, and MySQL B: DB2, Sybase, and MS SQL Server C: DB2, Oracle, and MS SQL Server D: Oracle, Sybase, and MS SQL Server

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QUESTION: 97 When are the four main physical components of a Tivoli s process automation engine typically co-located on the same physical system? A: in a production environment B: when it is necessary to use Migration Manager C: when integration is required between the J2EE environment and the database D: when the customers performance and availability requirements are low enough to allow it 43

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QUESTION: 98 Which main physical component of the Process Management Platform is able to communicate


with all other components? A: HTTP server B: MBO directory server C: J2EE application server D: Process Runtime Database

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QUESTION: 99 Which two items are major logical components of a Tivoli s process automation engine? (Choose two) A: Common User Interface B: Operational Automation C: Common Java Extraction Layer D: Event and Performance Collection E Process Workflow Run time and Services

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QUESTION: 100 Which services does Tivoli s process automation engine provide? A: LDAP B: database C: discovery D: workflows

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QUESTION: 101 A customer help desk receives a ticket to restore a critical server Upon investigation, it is determined that the server is never backed up because it is not added as a node to the backup software Which ITIL process can the customer most benefit from? A: Incident Management B: Capacity Management C: Availability Management D: Configuration Management

Answer: http://www.twpass.com/twpass.com/exam.aspx?ecode=000-029&qno=101 -------------------------------------------------------------------------------------------------------------------------------------

QUESTION: 102 What is the difference between incident management and problem management? A: End users are directly affected by incident management but not by problem management B: Problem management is directly related to availability management, while incident


management is not C: The incident management process can be managed by using IBM Tivoli Service Request Manager, while the problem management process cannot D: Incident management seeks to restore normal service operation as quickly as possible, while problem management seeks to reduce the total number of incidents over time

Answer: http://www.twpass.com/twpass.com/exam.aspx?ecode=000-029&qno=102 -------------------------------------------------------------------------------------------------------------------------------------

QUESTION: 103 How does a Configuration Management Database (CMDB) assist with change management? A: A CMDB allows items to be related to assets so that changes can be planned B: A CMDB allows assets to be related to Configuration Items (CIs) so that assets can be promoted C: A CMDB stores relationships among CIs, providing critical insight into how changes to one system can affect another D: A CMDB clearly defines the role of the Change Advisory Board (CAB), and without the CAB changes cannot be approved

Answer: http://www.twpass.com/twpass.com/exam.aspx?ecode=000-029&qno=103 -------------------------------------------------------------------------------------------------------------------------------------

QUESTION: 104 According to ITIL, what is a duty of the Change Manager? A: Issue the Forward Schedule of Change report B: Apply the changes listed in the Forward Schedule of Change report C: Align the Forward Schedule of Change report with the Service Catalog D: Update Configuration Items, so that they are included in the Forward Schedule of Change report

Answer: http://www.twpass.com/twpass.com/exam.aspx?ecode=000-029&qno=104 -------------------------------------------------------------------------------------------------------------------------------------

QUESTION: 105 According to ITIL, what is availability? A: the ability of an asset to be used as a Configuration Item (CI) B: the ability of a rotating item to be used as a CI C: the ability of a service, component, or CI to perform its agreed-upon function when required D: the ability of a service, component, or CI to perform its agreed-upon function as defined in the service catalog

Answer: http://www.twpass.com/twpass.com/exam.aspx?ecode=000-029&qno=105


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QUESTION: 106 Which process tool and documentation can be used to align ITIL processes with Tivoli products? A: IBM Tivoli Unified Process B: IBM Tivoli Educator Process C: IBM Tivoli Process Alignment Product D: IBM Tivoli Process Management Product

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QUESTION: 107 46 An IT organization offers a server management service to its customers The IT organization leases its servers from IBM The service provides that an IT server analyst will work with the customer to specify a replacement server 3 months before the lease on a currently covered server expires Which application can notify the customer and the IT organization that this activity must begin? A: Asset B: Inventory C: Item Master D: Escalations

Answer: http://www.twpass.com/twpass.com/exam.aspx?ecode=000-029&qno=107 -------------------------------------------------------------------------------------------------------------------------------------

QUESTION: 108 A Change Manager must approve a change request In which application is the process created which drives the notification? A: Asset B: Change Process C: Workflow Designer D: Configuration Item

Answer: http://www.twpass.com/twpass.com/exam.aspx?ecode=000-029&qno=108 -------------------------------------------------------------------------------------------------------------------------------------

QUESTION: 109 What are two differences between a Configuration Item (CI) and an asset? (Choose two) A: A CI can be the object of an action, while an asset cannot B: The life cycle of an asset exists before and after the life cycle of a CI C: The life cycle of a CI exists before and after the life cycle of an asset D: A CI can be a primary object in a workflow process, while an asset cannot E A CI is primarily used for operational tasks, while an asset is used for both operational and financial tasks


Answer: http://www.twpass.com/twpass.com/exam.aspx?ecode=000-029&qno=109 -------------------------------------------------------------------------------------------------------------------------------------

QUESTION: 110 A process manager requests a Configuration Management Database Audit What will be compared? 47 A: authorized Configuration Items (CIs) and actual CIs B: authorized CIs and actual assets C: actual CIs and authorized assets D: authorized assets and actual assets

Answer: http://www.twpass.com/twpass.com/exam.aspx?ecode=000-029&qno=110 -------------------------------------------------------------------------------------------------------------------------------------

QUESTION: 111 In a meeting with IT directors of various companies, there is a discussion about providing end users with a structured and searchable database of available services Automated order fulfillment through automation of IT processes is also discussed Which Tivoli product and subcomponent are the topic of this meeting? A: IBM Tivoli Service Automation Manager and Work Order B: IBM Tivoli Service Request Manager and Service Catalog C: IBM Tivoli Provisioning Manager and Development Toolkits D: IBM Tivoli Change and Configuration Management Database and Change Management

Answer: http://www.twpass.com/twpass.com/exam.aspx?ecode=000-029&qno=111 -------------------------------------------------------------------------------------------------------------------------------------

QUESTION: 112 Which IBM Tivoli Change and Configuration Management Database application is used to plan, review, and report actual time and material for implementing changes or deploying new and standard configurations to existing assets? A: Change B: Problem C: Incident D: Configuration

Answer: http://www.twpass.com/twpass.com/exam.aspx?ecode=000-029&qno=112 -------------------------------------------------------------------------------------------------------------------------------------

QUESTION: 113 IBM Tivoli Service Request Manager improves Service Desk efficiency by providing the ability to classify initial client calls and assign specific SLAs to them To which process within IT Service Management does this refer? 48 A: Incident Management B: Change Management C: Release Management D: Configuration


Management

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QUESTION: 114 A company wants to ensure that its Tier 1 service desk manager is notified by e-mail when any incident or service request is within 1 hour of reaching its service level milestone Which application automates this? A: Escalations B: E-mail Listener C: E-mail Notifications D: Key Performance Indicator Manager

Answer: http://www.twpass.com/twpass.com/exam.aspx?ecode=000-029&qno=114 -------------------------------------------------------------------------------------------------------------------------------------

QUESTION: 115 A company s Change Advisory Board approves a change that requires the upgrade of a particular software within the infrastructure Which process must be engaged to ensure that the change is executed? A: Release Management B: Problem Management C: IT Continuity Management D: Configuration Management

Answer: http://www.twpass.com/twpass.com/exam.aspx?ecode=000-029&qno=115 -------------------------------------------------------------------------------------------------------------------------------------

QUESTION: 116 In IBM Tivoli Asset Management for IT, matches between IT assets and deployed asset attributes are identified, as well as discrepancies and variances between the two sets of records What is this process called? A: Discovery B: Discrepancy 49 C: Reconciliation D: Variance Reconciliation

Answer: http://www.twpass.com/twpass.com/exam.aspx?ecode=000-029&qno=116 -------------------------------------------------------------------------------------------------------------------------------------

QUESTION: 117 Which IBM Service Management functionality is used to gather attribute information from Configuration Items and assets? A: Change B: Discovery C: Service Desk D: Configuration


Answer: http://www.twpass.com/twpass.com/exam.aspx?ecode=000-029&qno=117 -------------------------------------------------------------------------------------------------------------------------------------

QUESTION: 118 How is Software Subscription and Support included with an IBM software license? A: Software Subscription and Support is not included with an IBM software license and cannot be purchased separately B: Software Subscription and Support is included with each new IBM distributed software license [and Fixed Term License] obtained through Passport Advantage and Passport Advantage Express C: Software Subscription and Support must be purchased separately with each new IBM distributed software license [and Fixed Term License] through Passport Advantage or Passport Advantage Express D: Software Subscription and Support must be purchased separately after 6 months for each new IBM distributed software license [and Fixed Term License] through Passport Advantage or Passport Advantage Express

Answer: http://www.twpass.com/twpass.com/exam.aspx?ecode=000-029&qno=118 -------------------------------------------------------------------------------------------------------------------------------------

QUESTION: 119 The IBM Software Support Lifecycle contains policies for a technical support life cycle across more than 500 available key middleware products Which two policies are available in the IBM Software Support Lifecycle? (Choose two) A: Standard 50 B: Extended C: Advanced D: Enhanced E Maintenance

Answer: http://www.twpass.com/twpass.com/exam.aspx?ecode=000-029&qno=119 -------------------------------------------------------------------------------------------------------------------------------------

QUESTION: 120 What is the minimum duration for product technical support if the Enhanced IBM Support Lifecycle Policy is applicable for an IBM product? A: 3 years, beginning at the general availability date of the version/release of the product B: 5 years, beginning at the general availability date of the version/release of the product C: 3 years, beginning at the planned availability date of the version/release of the product D: 5 years, beginning at the planned availability date of the version/release of the product

Answer: http://www.twpass.com/twpass.com/exam.aspx?ecode=000-029&qno=120


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