C9560-656 IBM SmartCloud Control Desk V7.5 Service Request Management Implementation Questions and Answers

A catalog is a group of one or more offerings.

A catalog is a container for one or more Service Requests.

A catalog is a folder where the users can add favorite offerings.

There are different types of catalogs such as Service Request or Descriptive.

to resolve unknown issues reactively

to resolve the root causes of incidents

to create problem records to capture known issues

to restore normal service operation as quickly as possible

action

object

status

security

escalation

use the Worklog tab and the Created By field

use the Tried Solutions section and the Source field

use the Failure Report section and the Reported By field

use the Solution Details tab and the Affected Person field

Create a Change

Relate a Solution

Create an Incident

Create a Work Order

Apply a Ticket Template

Assign and Notify an Owner

Click on Request New Service, click on the offering, and select the Create Template button

Click on the empty cart icon and when the cart dialogue appears, select the Create Template icon

Click on the offering, click Add to Cart, click on the cart icon, and select the Create Template button

Click on Frequent Requests, click My Frequent Requests, and select the Create Cart Template button

Ranking

Conditions

Description

Response Plan Administrator

Draft> Active > Inactive> Active

New> Active> Inactive > Revised

Draft> Pending > Active> Inactive

New> Pending> Active > Revised

The SLA is applied with an action within a workflow.

Click the Apply SLA action from the Select Action menu.

A ticket template includes a SLAt0 be applied to the SR.

A SLA is defined as part of the classification used on the SR.

The self-service user selects a valid SLA when creating a new SR.

the System Properties application

the Application Designer application

the configuration file for Self Service Center

the Self Service Center Configuration application

Actions

Workflow

Escalation

Work Order

Response Plan

The problem is in an active workflow and cannot be changed.

The user has recently changed his or her password and must first log out.

The user is not in a security group with the option Take Ownership granted.

The problem is already assigned to another user and cannot be reassigned.

Draft

Closed

Inactive

Pending

Complete each worklog entry

Mark the incident as a known issue

Enter symptom, cause, and resolution in the Solution Details tab

For global incidents, each related incident must be resolved manually