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IBM C9560-656 : IBM SmartCloud Control Desk V7.5 Service Request Management Implementation Exam

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Test Number : C9560-656
Test Name : IBM SmartCloud Control Desk V7.5 Service Request Management Implementation
Vendor Name : IBM
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C9560-656 test Format | C9560-656 Course Contents | C9560-656 Course Outline | C9560-656 test Syllabus | C9560-656 test Objectives

Exam Title : IBM Certified Deployment Professional - SmartCloud Control Desk V7.5 Service Request Management
Exam ID : C9560-656
Exam Duration : 90 mins
Questions in test : 61
Passing Score : 41 / 61
Official Training : IBM SmartCloud Control Desk 7.5.1 Service Request Management Fundamentals
Exam Center : Pearson VUE
Real Questions : IBM SmartCloud Control Desk Service Request Management Implementation Real Questions
VCE practice questions : IBM C9560-656 Certification VCE Practice Test

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.

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.

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.

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.

- 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.

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IBM and SkillsFuture Singapore have tied up to introduce "", a expertise programme centered at mid-profession authorities as part of SGUnited Mid-profession Pathways Programme - company Trainings. the brand new talents programme includes two tracks - AI and cybersecurity. every music features a six-month certifiable, full-time practising programme to equip novices with industry-principal advantage. the important thing syllabus for “” is curated and delivered by means of IBM competencies Academy, and contains issues on design thinking, cloud computing, AI, statistics science, cybersecurity and blockchain.

The skills-concentrated, blended-discovering programme comprises lecture modules, arms-on lab sessions and groupwork grounded on industry-primarily based case experiences. Trainees will first finished a set of introductory modules, before branching into the AI track the place they're going to move through courses in AI and data science classes, or the cybersecurity music where they'll go through lessons in cybersecurity and blockchain.

Trainees who select the AI tune will find out how corporations optimise data and leverage AI to empower their digital personnel and radically change customer provider. people who opt for the Cybersecurity music will be mindful how blockchain ecosystems disrupt global provide chains, and decide upon up cybersecurity potential to offer protection to IT programs from cyber-attacks. Upon completion of the programmes, they may be equipped with imperative abilities for job roles comparable to AI dressmaker, blockchain product supervisor, blockchain developer, facts engineer, and security operation analyst. 

The courses will quantity to SG$500 after subsidies from SkillsFuture Singapore, which trainees can offset with their SkillsFuture credit. moreover, each enrolled trainee will acquire a monthly practising allowance of SG$1,500. IBM is additionally working with businesses comparable to Tribe Accelerator and normal Chartered bank, to facilitate job placement alternatives to certified candidates. 

IBM Singapore's MD, Martin Chee, noted "the overwhelmingly effective response" it has got for the IBM introductory SkillsFuture for Digital workplace and AI foundational courses impressed the company to create a advantage-concentrated, blended discovering programme for mid-profession professionals. in keeping with him, is designed to help mid-profession experts mix their current abilities with digital proficiency to meet business wants, and more than four hundred have signed up for the programme so far.

Chief government of SkillsFuture Singapore, Ong Tze-Ch'in, said it is comfortable to extend its collaboration with IBM and have IBM partner below the SGUnited Mid-career Pathways Programme. "As one of the leading corporations within the trade, i'm assured that IBM’s business skills and networks will equip trainees with beneficial industry-vital competencies, and guide them of their job search," Ong introduced.

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