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

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

Integration
- 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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Federal contractors get huge flexibility to implement Covid vaccine suggestions | C9560-656 Latest Topics and test dumps

Federal contractors will have wide leeway to enforce President Joe Biden’s Covid-19 vaccine mandate, in accordance with new suggestions the White apartment released on Monday, laying out particulars on implementation of the guidelines.

below the new counsel, federal contractors from IBM and Boeing to food service providers could have flexibility to assess how they enforce the vaccination necessities for employees who refuse to be vaccinated.

“A lined contractor may still examine the acceptable means of enforcement with respect to its worker at a covered contractor office who refuses to be vaccinated and has no longer been supplied, or doesn't have a pending request for, an lodging,” noted the guidelines, which have an effect on millions of worker's.

The federal contractor guidelines are stricter than the impending vaccine mandate for businesses with a hundred or extra personnel, which allow for regular trying out largely as an alternative to the vaccine. The Labor branch remains finalizing those guidelines. businesses have asked for that mandate to be delayed except after the break season over concerns about possible give chain disruptions.

The White residence released the federal contractor tips Monday after contractors sought greater details on how to put into effect the rules. Biden issued an executive order on Sept. 9 requiring federal contractors to make certain their personnel are vaccinated against Covid-19 and observe protecting and social distancing policies. The administration set a Dec. eight closing date for contractors to implement these requirements.

Senior administration officers made clear that Dec. 8 isn't a hard deadline for contractors to have all of their personnel absolutely vaccinated. in its place, contractors must exhibit they are making a fine faith effort to ensure personnel are getting vaccinated and have plans in vicinity to make sure masking and social distancing guidelines are followed within the office.

The federal govt will defer to contractors to assess when an employee has a truly held non secular belief or scientific situation that requires lodging, in line with senior administration officers. Federal contractors are not required to make a remaining choice on lodging requests when an worker begins work.

The federal executive will defer to contractors to assess when an employee has a basically held spiritual belief or medical condition that requires lodging

“The coated contractor might also nevertheless be reviewing requests for accommodation as of the time that lined contractor personnel start work on a covered contract or at a coated place of work,” the instructions talked about.

however, federal contractors should require employees with pending lodging requests to abide by policies on covering and social distancing while their requests are below overview, in keeping with the instructions.

Federal contractors including some large airways akin to Southwest and American, and aerospace large Boeing have referred to employees have to be vaccinated by using the Dec. 8 cut-off date or observe for an exemption.

Some labor organizations have antagonistic the mandate, together with pilots’ unions at American and Southwest. The latter sought to bar the implementation of the mandate, a request a federal decide in Texas denied last week.

American and Southwest executives have softened their tone over the mandate, urging personnel to observe for non secular or scientific exemptions if they don’t plan to get the vaccine, and said they don’t expect to terminate employees over it. Southwest closing month dropped a plan to place people with pending exemption requests on unpaid leave. Airline executives talked about they don’t foresee the mandate impacting flights over the holidays.

Federal corporations may bar a contractor employee who refuses to be vaccinated from getting into a federal office, based on the instructions.

“In most cases individuals who aren't entirely vaccinated need to comply with relevant covering, physical distancing, and checking out protocols,” the instructions pointed out.

Federal contractors received’t need to show proof of vaccination costs at the deadline, a senior administration legit noted. but noncompliance might effect within the lack of a federal contract.

Eleven Republican-led states sued the administration on Friday, arguing that the vaccine mandate is unconstitutional. The administration has made clear that the requirements supersede any state legal guidelines that bar compliance with Covid-19 mitigation policies.


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