Service Manager L2 Test

Question 1 of 60

1

In the out-of-the box processes, which tickets can a Change Manager associate to an existing change? (Select three.)

Select one or more of the following:

Incident
Known Error
Problem
Change
Interaction
Configuration Item

Explanation

Question 2 of 60

1

By default, when adding a New Operator record, what information must also be provided?

Select one of the following:

an associated user role
a menu structure for the operator
a default MySM page
language and currency for the operator
an associated contact record

Explanation

Question 3 of 60

1

Folder entitlement rights are assigned in which record?

Select one of the following:

Profiles
Assignment Groups
Security Groups
Execute Capabilities
User Roles

Explanation

Question 4 of 60

1

What must be implemented in order to track Configuration Items (CIs) and Configuration Item Relationships (CIRs) by company ID?

Select one of the following:

Integration Manager
Web Services
Multi-Tenant Support
Single Sign On

Explanation

Question 5 of 60

1

Service Manager 9.2x provides a powerful workflow engine and application platform for automating, facilitating, and enforcing your key IT processes. What is another competitive advantage?

Select one of the following:

Service Manager has the broadest coverage and support of the ITIL V3 Best Practices
Service Manager is the best Asset Management solution.
Service Manager is a plug-and-play application
Service Manager is a full web-based application.

Explanation

Question 6 of 60

1

Which statement is true about the code page on the SQL Server?

Select one of the following:

The SQL Server database must be created with a code page that supports the character set of most of your data.
The SQL Server database must be created with a code page for the country in which your Service Manager server is located
The SQL Server database must be created with the UTF/8 code page
The SQL Server database must be created with a code page that supports multi-byte characters.

Explanation

Question 7 of 60

1

In Service Manager, why is the progress within the workflow of a change much clearer than in Service Desk?

Select one of the following:

There are workorders that are related as predecessors and successors.
There is a graph on the Workflow panel that shows all steps within the process.
There is a list of tasks that shows the progress.
There are status codes that clearly describe the phase within the Change process.

Explanation

Question 8 of 60

1

Where can notifications be added?

Select one of the following:

from the main "Manage Catalog" screen
in the "User Properties" configuration pane
from the RAD editor pane
from the "Alert Definition" pane

Explanation

Question 9 of 60

1

The development audit utility tracks changes made to HP Service Manager records during which phase of Service Manager implementation?

Select one of the following:

Testing
Development
Production
Training

Explanation

Question 10 of 60

1

Given the Service Manager RDBMS user has the right to create tables, which action in Service Manager translates directly into a SQL create statement?

Select one of the following:

Creating a new dbdict
Creating a new field in an existing dbdict
Renaming a dbdict
Renaming an existing field in an existing dbdict

Explanation

Question 11 of 60

1

Which capability word is required to grant operator access to Crystal Report?

Select one of the following:

ReportAdmin
ODBC
data administrator
SysAdmin

Explanation

Question 12 of 60

1

What are the three main access layers on which security can be set in Service Manager? (Select three.)

Select one or more of the following:

Application Access
Database Acces
Functional Access
Process Access
Module Access
Code Access
System Access

Explanation

Question 13 of 60

1

Which debugging parameter is used to debug Web Services interfaces in Service Manager?

Select one of the following:

debughttp:1
debugjs:1
debugws:1
debugdbquery:999

Explanation

Question 14 of 60

1

Which debugging parameters are typically used to debug performance issues? (Select three.)

Select one or more of the following:

RTM:3
sm -debugperformance
sm -rundiagnostics
debugdbquery:999
sqldebug:1
sqltrace:2

Explanation

Question 15 of 60

1

Which statements are true about Configuration Management? (Select two.)

Select one or more of the following:

Configuration Management is the process responsible for maintaining information about assets required to deliver an IT service, including their relationships.
Configuration Management is the process responsible for tracking and reporting the value and ownership of financial assets throughout their lifecycle.
Configuration Management minimizes the number of quality and compliance issues caused by improper configuration and services and assets.
Configuration Management is the process responsible for maintaining information about CIs required to deliver an IT service, including their relationships.
Configuration Management supports two ITIL processes: Incident Management and Problem Management.

Explanation

Question 16 of 60

1

What is the goal of Knowledge Management?

Select one of the following:

To integrate with Interaction, Incident, and Problem Management so that users are able to search for and use knowledge from existing incidents or problems while attempting to resolve a new incident or problem
To enable organizations to improve the quality of management decision-making by ensuring that reliable and secure information and data is available throughout the service lifecycle
To ensure the right information is delivered to the appropriate place or person at the right time to enable an informed decision
To define a set of principles and practices that enable organizations to improve service levels for customers, gain operational efficiencies, and increase the organization's value to their company

Explanation

Question 17 of 60

1

Which ITIL V3 process does Service Manager provide to configure a catalog from which users can request goods and services, an approval engine that processes the request, and which allows for procurement and delivery of approved goods and services?

Select one of the following:

Change Management
Service Request Catalog
Request Fulfillment
Service Management

Explanation

Question 18 of 60

1

What can we found inside a format control? (Select three.)

Select one or more of the following:

JavaScript
Forms
Validations
Links
Joins
Subforms
Folders

Explanation

Question 19 of 60

1

Which connectors are available for Connect-It? (Select three.)

Select one or more of the following:

HP Service Desk Web Services Connector
HP Service Manager Web Client Connector
HP Universal CMDB Connector (XML)
Active Directory Connector
HP Service Center Connector
Service Manager Connector

Explanation

Question 20 of 60

1

Which component is included in all Web Services integrations?

Select one of the following:

Eventin record
WSDL (Web Services Description Language)
DEM (Discovery Event Manager)
Proxy Server

Explanation

Question 21 of 60

1

What designates a global variable?

Select one of the following:

The variable starts with $L.
The variable is just defined with $.
The variable starts with $G or $lo.
The variable starts with $P.

Explanation

Question 22 of 60

1

Where do you configure the ability to delegate approvals?

Select one of the following:

The Category record
The Phase record
The User Profile record
The Environment record

Explanation

Question 23 of 60

1

Which parameter in the Service Manager Initialization file triggers the creation of multiple log files?

Select one of the following:

maxlogswitching
numberoflogfiles
maxfilesize
maxlogfiles

Explanation

Question 24 of 60

1

What are major improvements found in Service Manager as compared to Service Center? (Select two.)

Select one or more of the following:

Improved process definition
Compatibility with all major operating systems
Improved integration with the HP BTO Portfolio
Introduction of Service Catalog
More attractive to the small business market

Explanation

Question 25 of 60

1

During the Service Manager server configuration, the system prompts you for a valid TCP/IP port. Which port number should you choose for Service Manager?

Select one of the following:

A port number smaller than 1024
A port number greater than 1024
A port number that is either 80 or 8080
Any free TCP/IP port number
Port number 1024 only

Explanation

Question 26 of 60

1

Which option is most commonly used to display information of a record located in a related table?

Select one of the following:

Find
Fill
Smart Indicator
Display

Explanation

Question 27 of 60

1

Which task can a selfservice user perform from the Employee SelfService Portal?

Select one of the following:

Create an incident
Close an incident
Update a knowledge record
Create an interaction

Explanation

Question 28 of 60

1

Which Service Manager interface allows endusers to browse the knowledge library, order products and services from the Service Catalog, and submit service requests?

Select one of the following:

Windows client
Knowledge library
Request management catalog
Employee selfservice portal

Explanation

Question 29 of 60

1

Which Service Manager module is used to restore normal service operation as quickly as possible and minimize the adverse impact on business operations?

Select one of the following:

Service Desk
Incident Management
Change Management
Configuration Management
Request Management
Problem Management
Scheduled Maintenance
Employee Self Service
Service Level Agreements
Knowledge Management

Explanation

Question 30 of 60

1

Which feature of the operator record provides access to applications and utilities?

Select one of the following:

Security Folders
Profiles
Contacts
Assignment Groups
User Roles
Execute capabilities

Explanation

Question 31 of 60

1

Which feature of the operator record defines applicationspecific privileges?

Select one of the following:

Security Folders
Profiles
Contacts
Assignment Groups
User Roles
Execute capabilities

Explanation

Question 32 of 60

1

Which 'State' displayed in Configuration Management is not replicated to Service Manager?

Select one of the following:

Authorized
Baseline
Managed
Actual

Explanation

Question 33 of 60

1

What feature of Configuration Management defines the authorized attributes of a CI configuration?

Select one of the following:

CI subtype
Actual state
Managed state
Baseline
CI type

Explanation

Question 34 of 60

1

In which Service Desk record would you find Service Desk application settings, including setting the Service Desk record relationship model?

Select one of the following:

Profile
Operator
Environment
System information record
Contacts
Execute capabilities

Explanation

Question 35 of 60

1

Alert definitions are applied to changes and change tasks in which record?

Select one of the following:

Category
Alert
Phase
Notification
Profile

Explanation

Question 36 of 60

1

The operator's approval and review groups for Change Management are defined in which record?

Select one of the following:

Category
Alert
Phase
Notification
Profile

Explanation

Question 37 of 60

1

Which feature of Service Manager gives controlling authorities the responsibility of costs and risks associated with a request, the ability to stop work, and control when work activities can proceed?

Select one of the following:

Security profiles
Security folders
Operator records
Approvals
Alerts

Explanation

Question 38 of 60

1

For a baseline to be available for use against a configuration item, the baseline must be set to which status?

Select one of the following:

Verified
Finalized
Authorized
Managed
Tested
Analyzed

Explanation

Question 39 of 60

1

Which scenario best describes the role of templates when creating Service Manager Service Desk, Incident Management, Problem Management, and Change Management records?

Select one of the following:

Add new fields to tables more quickly
Escalate incidents to problems more quickly
Create similar records simultaneously
Autopopulate fields in a record with predefined data

Explanation

Question 40 of 60

1

Which Service Desk Interaction Model is configured by default in the Service Desk module?

Select one of the following:

Close interaction when related records close
All records close independently
Cannot close interaction until related records close
Full service desk model
Two-step closure model

Explanation

Question 41 of 60

1

After an incident is created, what is the next step in the incident lifecycle to perform?

Select one of the following:

An incident analyst is assigned to work on the incident
The status of an incident is set to Accepted or Rejected.
Approvals are sent to reviewer and approval groups.
A task is created and assigned to an incident analyst.

Explanation

Question 42 of 60

1

What feature of Service Manager ties endusers or departments to the services that they use?

Select one of the following:

Configuration items
Subscriptions
Categories
Policies

Explanation

Question 43 of 60

1

Which Utility allows end users to customize their own graphical views of operational summary data?

Select one of the following:

Publish and Suscribe
Views & Favorites
Queues
MySM Dashboard

Explanation

Question 44 of 60

1

Which RAD function is used to determine the numerical representation of a field data type?

Select one of the following:

val()
index()
tod()
same()
type()

Explanation

Question 45 of 60

1

What variable is used in a Link record to refer to the current record?

Select one of the following:

$L.filed
$File
$L.file
$file

Explanation

Question 46 of 60

1

What type of auditing is used to track changes to specific fields for Open, Update and Close actions?

Select one of the following:

History Tables
Journal Updates
Activity Actions
Application Fields

Explanation

Question 47 of 60

1

Which statement best describes the role of HP Service Manager?

Select one of the following:

Service Manager automates application development and measures the quality of applications in use.
Service Manager automates and streamlines the delivery and support of IT services to the business.
Service Manager monitors and manages IT infrastructure in an organization.
Service Manager automates and maintains tight control over company’s capital investments.

Explanation

Question 48 of 60

1

Incident Management is used to track: (choose three)

Select one or more of the following:

Complaints
CI Attribute Information
Requests for Information
Interactions
Disruption of Service
Password Resets

Explanation

Question 49 of 60

1

Which feature of Service Manager allows you to schedule the removal of unwanted data from the database?

Select one of the following:

Scheduled delete
Scheduled maintenance
Purge/archive
Data vault

Explanation

Question 50 of 60

1

Fill the blank space to complete the text.

Are called by Objects and are defined by Processes. The contains information about how a record looks and acts at a specific period in time.

Explanation

Question 51 of 60

1

Fill the blank space to complete the text.

A scaled system consist in one application server plus "X" number of available servlets. It is used for small bussiness.

Explanation

Question 52 of 60

1

Fill the blank space to complete the text.

A Scaled System consist in two or more application servers, each one with "X" number of available servlets.

Explanation

Question 53 of 60

1

Fill the blank space to complete the text.

are a combination of data and definitions used to retrieve data from one table to another one.

Explanation

Question 54 of 60

1

❌ are defined inside a ❌. They performed specific actions and ❌ that will work over a record.

Drag and drop to complete the text.

Display Options

Display Screen

Processes

RAD Applications

Events

Explanation

Question 55 of 60

1

❌ allow you to display data fields from several different database files on a single form. Do not allow data entry into the fields; they only display information from other files into a format for reference purposes.

Drag and drop to complete the text.

Virtual joins

Links

Calculations

Fill function

Explanation

Question 56 of 60

1

What can you see in the output of a reportlbstatus? (Select Two)

Select one or more of the following:

Available ports and threads
Company Name
Number of Sessions Running on each port
Shared Memory
Timeout Value

Explanation

Question 57 of 60

1

Allow users who have logged into a Windows domain to log on to Service Manager without providing a user name and password. What Service Manager configuration allows the statement:

Select one of the following:

TSO
SSO
SSL
CAC

Explanation

Question 58 of 60

1

What steps do you need to follow before run an application upgrade?

❌
Comment out the ❌ line in the sm.cfg file
Add ❌ to the sm.ini
Add ❌ to the sm.ini
❌ the client side unload from the windows client
Start the Service Manager Service
Go to System Administration >❌ > Patch Release >Apply Patch Release
Load the patchrel.unl file

Drag and drop to complete the text.

Stop the Service Manager Service

sm system.start

sm

sm -sync

ir_disable:1

ir_disable:0

sessiontimeout: 60

sessiontimeout

Uncheck

Check

Ongoing Maitenance

Base System Configuration

Explanation

Question 59 of 60

1

Format Control Subroutines enable you to call RAD applications from Format Control.

Select one of the following:

True
False

Explanation

Question 60 of 60

1

In a 9.40 fresh installation, do we have an option to select between Classic or Codeless Mode?

Select one of the following:

True
False

	Created by Dennis Pereira almost 9 years ago

Service Manager Training

Service Manager L2 Test

Service Manager L2 Test

Question 1 of 60

In the out-of-the box processes, which tickets can a Change Manager associate to an existing change? (Select three.)

Select one or more of the following:

Explanation

Question 2 of 60

By default, when adding a New Operator record, what information must also be provided?

Select one of the following:

Explanation

Question 3 of 60

Folder entitlement rights are assigned in which record?

Select one of the following:

Explanation

Question 4 of 60

What must be implemented in order to track Configuration Items (CIs) and Configuration Item Relationships (CIRs) by company ID?

Select one of the following:

Explanation

Question 5 of 60

Service Manager 9.2x provides a powerful workflow engine and application platform for automating, facilitating, and enforcing your key IT processes. What is another competitive advantage?

Select one of the following:

Explanation

Question 6 of 60

Which statement is true about the code page on the SQL Server?

Select one of the following:

Explanation

Question 7 of 60

In Service Manager, why is the progress within the workflow of a change much clearer than in Service Desk?

Select one of the following:

Explanation

Question 8 of 60

Where can notifications be added?

Select one of the following:

Explanation

Question 9 of 60

The development audit utility tracks changes made to HP Service Manager records during which phase of Service Manager implementation?

Select one of the following:

Explanation

Question 10 of 60

Given the Service Manager RDBMS user has the right to create tables, which action in Service Manager translates directly into a SQL create statement?

Select one of the following:

Explanation

Question 11 of 60

Which capability word is required to grant operator access to Crystal Report?

Select one of the following:

Explanation

Question 12 of 60

What are the three main access layers on which security can be set in Service Manager? (Select three.)

Select one or more of the following:

Explanation

Question 13 of 60

Which debugging parameter is used to debug Web Services interfaces in Service Manager?

Select one of the following:

Explanation

Question 14 of 60

Which debugging parameters are typically used to debug performance issues? (Select three.)

Select one or more of the following:

Explanation

Question 15 of 60

Which statements are true about Configuration Management? (Select two.)

Select one or more of the following:

Explanation

Question 16 of 60

What is the goal of Knowledge Management?

Select one of the following:

Explanation

Question 17 of 60

Which ITIL V3 process does Service Manager provide to configure a catalog from which users can request goods and services, an approval engine that processes the request, and which allows for procurement and delivery of approved goods and services?

Select one of the following:

Explanation

Question 18 of 60

What can we found inside a format control? (Select three.)

Select one or more of the following:

Explanation

Question 19 of 60

Which connectors are available for Connect-It? (Select three.)

Select one or more of the following:

Explanation

Question 20 of 60

Which task can a selfservice user perform from the Employee SelfService Portal?

Which Service Manager interface allows endusers to browse the knowledge library, order products and services from the Service Catalog, and submit service requests?

Which feature of the operator record defines applicationspecific privileges?