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IBM Assess: Fundamentals of Applying Tivoli Service Delivery and Process Automation Solutions V3 Sample Questions:

1. Which Key Performance Indicator (KPI) determines the effectiveness of the Service Level Management Process?

A) A KPI that measures IT customer satisfaction.
B) A KPI that shows the total cost for open incidents and problems.
C) A KPI that measures IT department satisfaction.
D) A KPI that shows the open service requests in a period of time.

2. How are business processes supported in IBM Sen/ice Delivery and Process Automation products?

A) Create integrations between the various products
B) Use the comprehensive workflow engine
C) Write custom Java classes for each process
D) Implement runbook automation

3. A customer is experiencing a number of pain points in their IT service delivery. The operational efficiency and performance of the IT support teams is dropping, resulting in the IT teams repeating many tasks which have failed to complete due to operator errors. Which solution area can help improve the efficiency of the IT support teams?

A) knowledge-based systems
B) a customer relationship management system
C) financial management
D) runbook automation

4. What is the purpose of a stakeholder analysis?

A) to develop the project/business requirements, solution or problem creation, and establish roles and responsibilities
B) to discuss and agree upon expectations of communication, and primarily agree to a set of values and principles that all stakeholders will follow
C) to recognize and acknowledge a stakeholder's needs, concerns, wants, authority, common relationships, and interfaces
D) to position stakeholders according to the level of influence, impact, or enhancement they may provide to the business or its projects

5. What is the basis for any gap analysis on IT asset and service management solutions?

A) A financial report on a customer's IT expenditure.
B) The contents of a customer's CMDB.
C) The customer's IT business processes and requirements for asset and service management.
D) The current IT satisfaction survey results for IT users.

Solutions: