IBM Tivoli Service Request Manager V7.1 Implementation

000-018
IBM
IBM Tivoli Service Request Manager V7.1 Implementation
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Exam Name:
IBM Tivoli Service Request Manager V7.1 Implementation
Exam Type:
IBM


Exam Code:
000-018
Total Questions:
114

Question: 1
Which system property is used for supporting text file types for attachment searches?

A. LWDICT
B. ATTEXT
C. ATTCREATE
D. LUCENEOBJINDEX

Answer: B

Question: 2
In the deployment of IBM Tivoli Service Request Manager V7.1, a consultant needs to create a
new escalation for the following conditions: Send notification to all the persons in the E-Mail
Group, if Tickets classification is assigned to email related Issues. The consultant also needs to
store the Ticket ID and Ticket status in a table when escalation is executed after successful
condition and notification is being sent to an E-Mail user groups. Using the Escalation application,
how can this be done?

A. Use the Notification class.
B. Use Set Value-Type Action.
C. Use Escalation Condition Query.
D. Use a custom class-Type Action and write Java class.

Answer: D

Question: 3
A customer wants to trigger three actions when any Service Request is not handled within 8
working hours:

1. Send an email notification to the shift manager.
2. Change the Request priority to high.
3. Assign the request to the URGTEAM group.

How can this be done?

A. By defining a new Action
B. By defining a new Cron Task
C. By defining a new Escalation
D. By defining a new E-Mail Listener

Answer: C

Question: 4
Which two statements are true? (Choose two.)

A. A price can be specified for an offering.
B. An attribute can be specified for an offering.
C. A list of Assets can be included for an offering.
D. A list of Configuration Items can be included for an offering.
E. Service fulfillment needs to be specified in order to create the offering.

Answer: A, E

Question: 5
When creating a service offering using the Offerings application, which statement is correct?
Page 1 of 25

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Exam Name:
IBM Tivoli Service Request Manager V7.1 Implementation
Exam Type:
IBM


Exam Code:
000-018
Total Questions:
114


A. An offering is unique to a catalog.
B. An offering is unique to an organization.
C. An offering contains information not found in the referenced service fulfillment.
D. An offering contains a list of specifications for the type of user that can be associated with it.

Answer: C

Question: 6
An organization wants to advertise an existing, non-automated service that requires a request
path that is not integrated into the Service Catalog. Which service type is used to achieve this?

A. Action service
B. Advertise service
C. Descriptive service
D. Supply Chain service

Answer: C

Question: 7
Where is the content of an Attribute Presentation for Service Catalog Offerings stored?

A. in the MENU.XML System XML
B. in the LIBRARY.XML System XML
C. in the Attribute dialog of the PMSCSRVOFF (Offerings) application
D. in the PRESENTATIONXML Attribute of the PMSCSRVOFF Object

Answer: B

Question: 8
When can a user classify a Fulfillment Option?

A. It can always be classified
B. When modality is of type Service Request
C. When Fulfillment Option is set to Complex
D. When there is a Job Plan attached to the Fulfillment Option

Answer: B

Question: 9
In which application is Instant Messaging integration available?

A. Person application
B. Problem application
C. Work Order application
D. Any application that contains information about user who created the record

Answer: B

Question: 10
Tivoli Directory Integrator architecture is divided into two parts, the core system and the
components. In addition to Parsers and Connectors, what other component is available?

A. XML/Flat files
B. EventHandlers
Page 2 of 25

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Exam Name:
IBM Tivoli Service Request Manager V7.1 Implementation
Exam Type:
IBM


Exam Code:
000-018
Total Questions:
114

C. AssemblyLines
D. Database interface tables

Answer: B

Question: 11
When generating the schema/view XML while setting up the TDI service desk integration for
Tivoli Service Request Manager V7.1, what is the MXOSCI Object Structure?

A. Configuration Item Object Structure
B. Object Structure Common Interface
C. Object System Component Interface
D. Operations System Common Interface

Answer: A

Question: 12
Which two applications are required to create a new Process Request from a Service Request?

A. IBM Tivoli Service Request Manager V7.1 (TSRM) and IBM Tivoli Change and Configuration
Management Database V7.1 (CCMDB)
B. Release and TSRM
C. Change and Release
D. IBM Tivoli Application Dependency and Discovery Manager V7.1 and CCMDB

Answer: A

Question: 13
On which machine can an Action of Type Command Line Executable run the executable file?

A. The database server machine
B. The application server machine
C. The selected endpoint machine
D. The targeted hostname machine

Answer: B

Question: 14
The Service Request and Service Catalog applications have been installed at a customer
location. Which statement is true?

A. Service Catalog Requests can be created using Service Request.
B. Service Catalog Request cannot be created using Service Request.
C. There is no option to create Service Requests from the Service Catalog.
D. There is no relationship between Service Catalog and Service Request applications.

Answer: A

Question: 15
What are the two categories available for integration between external Service Desk applications
and IBM Tivoli Service Request Manager V7.1? (Choose two.)

A. User Integration
B. Data Integration
C. Process Integration
Page 3 of 25

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