Quiz
Service Manager L2 Test
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Questions in this quiz (60)
1In the out-of-the box processes, which tickets can a Change Manager associate to an existing change? (Select three.)
- AIncident
- BKnown Error
- CProblem
- DChange
- EInteraction
- FConfiguration Item
2By default, when adding a New Operator record, what information must also be provided?
- Aan associated user role
- Ba menu structure for the operator
- Ca default MySM page
- Dlanguage and currency for the operator
- Ean associated contact record
3Folder entitlement rights are assigned in which record?
- AProfiles
- BAssignment Groups
- CSecurity Groups
- DExecute Capabilities
- EUser Roles
4What must be implemented in order to track Configuration Items (CIs) and Configuration Item Relationships (CIRs) by company ID?
- AIntegration Manager
- BWeb Services
- CMulti-Tenant Support
- DSingle Sign On
5Service 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?
- AService Manager has the broadest coverage and support of the ITIL V3 Best Practices
- BService Manager is the best Asset Management solution.
- CService Manager is a plug-and-play application
- DService Manager is a full web-based application.
6Which statement is true about the code page on the SQL Server?
- AThe SQL Server database must be created with a code page that supports the character set of most of your data.
- BThe SQL Server database must be created with a code page for the country in which your Service Manager server is located
- CThe SQL Server database must be created with the UTF/8 code page
- DThe SQL Server database must be created with a code page that supports multi-byte characters.
7In Service Manager, why is the progress within the workflow of a change much clearer than in Service Desk?
- AThere are workorders that are related as predecessors and successors.
- BThere is a graph on the Workflow panel that shows all steps within the process.
- CThere is a list of tasks that shows the progress.
- DThere are status codes that clearly describe the phase within the Change process.
8Where can notifications be added?
- Afrom the main "Manage Catalog" screen
- Bin the "User Properties" configuration pane
- Cfrom the RAD editor pane
- Dfrom the "Alert Definition" pane
9The development audit utility tracks changes made to HP Service Manager records during which phase of Service Manager implementation?
- ATesting
- BDevelopment
- CProduction
- DTraining
10Given the Service Manager RDBMS user has the right to create tables, which action in Service Manager translates directly into a SQL create statement?
- ACreating a new dbdict
- BCreating a new field in an existing dbdict
- CRenaming a dbdict
- DRenaming an existing field in an existing dbdict
11Which capability word is required to grant operator access to Crystal Report?
- AReportAdmin
- BODBC
- Cdata administrator
- DSysAdmin
12What are the three main access layers on which security can be set in Service Manager? (Select three.)
- AApplication Access
- BDatabase Acces
- CFunctional Access
- DProcess Access
- EModule Access
- FCode Access
- G System Access
13Which debugging parameter is used to debug Web Services interfaces in Service Manager?
- Adebughttp:1
- Bdebugjs:1
- Cdebugws:1
- Ddebugdbquery:999
14Which debugging parameters are typically used to debug performance issues? (Select three.)
- ARTM:3
- Bsm -debugperformance
- Csm -rundiagnostics
- Ddebugdbquery:999
- Esqldebug:1
- Fsqltrace:2
15Which statements are true about Configuration Management? (Select two.)
- A Configuration Management is the process responsible for maintaining information about assets required to deliver an IT service, including their relationships.
- BConfiguration Management is the process responsible for tracking and reporting the value and ownership of financial assets throughout their lifecycle.
- CConfiguration Management minimizes the number of quality and compliance issues caused by improper configuration and services and assets.
- D Configuration Management is the process responsible for maintaining information about CIs required to deliver an IT service, including their relationships.
- EConfiguration Management supports two ITIL processes: Incident Management and Problem Management.
16What is the goal of Knowledge Management?
- ATo 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
- BTo 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
- CTo ensure the right information is delivered to the appropriate place or person at the right time to enable an informed decision
- DTo 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
17Which 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?
- AChange Management
- BService Request Catalog
- CRequest Fulfillment
- DService Management
18What can we found inside a format control? (Select three.)
- AJavaScript
- BForms
- CValidations
- DLinks
- EJoins
- FSubforms
- GFolders
19Which connectors are available for Connect-It? (Select three.)
- AHP Service Desk Web Services Connector
- BHP Service Manager Web Client Connector
- CHP Universal CMDB Connector (XML)
- DActive Directory Connector
- EHP Service Center Connector
- FService Manager Connector
20Which component is included in all Web Services integrations?
- AEventin record
- BWSDL (Web Services Description Language)
- CDEM (Discovery Event Manager)
- DProxy Server
21What designates a global variable?
- AThe variable starts with $L.
- BThe variable is just defined with $.
- CThe variable starts with $G or $lo.
- DThe variable starts with $P.
22Where do you configure the ability to delegate approvals?
- AThe Category record
- BThe Phase record
- CThe User Profile record
- DThe Environment record
23Which parameter in the Service Manager Initialization file triggers the creation of multiple log files?
- Amaxlogswitching
- Bnumberoflogfiles
- Cmaxfilesize
- Dmaxlogfiles
24What are major improvements found in Service Manager as compared to Service Center? (Select two.)
- AImproved process definition
- BCompatibility with all major operating systems
- CImproved integration with the HP BTO Portfolio
- DIntroduction of Service Catalog
- EMore attractive to the small business market
25During the Service Manager server configuration, the system prompts you for a valid TCP/IP port. Which port number should you choose for Service Manager?
- AA port number smaller than 1024
- BA port number greater than 1024
- CA port number that is either 80 or 8080
- DAny free TCP/IP port number
- EPort number 1024 only
26Which option is most commonly used to display information of a record located in a related table?
- AFind
- BFill
- CSmart Indicator
- DDisplay
27Which task can a selfservice user perform from the Employee SelfService Portal?
- ACreate an incident
- BClose an incident
- CUpdate a knowledge record
- DCreate an interaction
28Which Service Manager interface allows endusers to browse the knowledge library, order products and services from the Service Catalog, and submit service requests?
- AWindows client
- BKnowledge library
- CRequest management catalog
- DEmployee selfservice portal
29Which Service Manager module is used to restore normal service operation as quickly as possible and minimize the adverse impact on business operations?
- AService Desk
- BIncident Management
- CChange Management
- DConfiguration Management
- ERequest Management
- FProblem Management
- GScheduled Maintenance
- HEmployee Self Service
- IService Level Agreements
- JKnowledge Management
30Which feature of the operator record provides access to applications and utilities?
- ASecurity Folders
- BProfiles
- CContacts
- DAssignment Groups
- EUser Roles
- FExecute capabilities
31Which feature of the operator record defines applicationspecific privileges?
- ASecurity Folders
- BProfiles
- CContacts
- DAssignment Groups
- EUser Roles
- FExecute capabilities
32Which 'State' displayed in Configuration Management is not replicated to Service Manager?
- AAuthorized
- BBaseline
- CManaged
- DActual
33What feature of Configuration Management defines the authorized attributes of a CI configuration?
- ACI subtype
- BActual state
- C Managed state
- DBaseline
- ECI type
34In which Service Desk record would you find Service Desk application settings, including setting the Service Desk record relationship model?
- AProfile
- BOperator
- CEnvironment
- DSystem information record
- EContacts
- FExecute capabilities
35Alert definitions are applied to changes and change tasks in which record?
- ACategory
- BAlert
- CPhase
- DNotification
- EProfile
36The operator's approval and review groups for Change Management are defined in which record?
- ACategory
- BAlert
- CPhase
- DNotification
- EProfile
37Which 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?
- ASecurity profiles
- BSecurity folders
- COperator records
- DApprovals
- EAlerts
38For a baseline to be available for use against a configuration item, the baseline must be set to which status?
- AVerified
- BFinalized
- CAuthorized
- DManaged
- ETested
- FAnalyzed
39Which scenario best describes the role of templates when creating Service Manager Service Desk, Incident Management, Problem Management, and Change Management records?
- AAdd new fields to tables more quickly
- BEscalate incidents to problems more quickly
- CCreate similar records simultaneously
- DAutopopulate fields in a record with predefined data
40Which Service Desk Interaction Model is configured by default in the Service Desk module?
- AClose interaction when related records close
- BAll records close independently
- CCannot close interaction until related records close
- DFull service desk model
- ETwo-step closure model
41After an incident is created, what is the next step in the incident lifecycle to perform?
- AAn incident analyst is assigned to work on the incident
- BThe status of an incident is set to Accepted or Rejected.
- CApprovals are sent to reviewer and approval groups.
- DA task is created and assigned to an incident analyst.
42What feature of Service Manager ties endusers or departments to the services that they use?
- A Configuration items
- BSubscriptions
- CCategories
- DPolicies
43Which Utility allows end users to customize their own graphical views of operational summary data?
- APublish and Suscribe
- BViews & Favorites
- CQueues
- DMySM Dashboard
44Which RAD function is used to determine the numerical representation of a field data type?
- Aval()
- Bindex()
- Ctod()
- Dsame()
- Etype()
45What variable is used in a Link record to refer to the current record?
- A$L.filed
- B$File
- C$L.file
- D$file
46What type of auditing is used to track changes to specific fields for Open, Update and Close actions?
- AHistory Tables
- BJournal Updates
- CActivity Actions
- D Application Fields
47Which statement best describes the role of HP Service Manager?
- AService Manager automates application development and measures the quality of applications in use.
- B Service Manager automates and streamlines the delivery and support of IT services to the business.
- C Service Manager monitors and manages IT infrastructure in an organization.
- D Service Manager automates and maintains tight control over company’s capital investments.
48Incident Management is used to track: (choose three)
- AComplaints
- BCI Attribute Information
- CRequests for Information
- DInteractions
- EDisruption of Service
- FPassword Resets
49Which feature of Service Manager allows you to schedule the removal of unwanted data from the database?
- AScheduled delete
- BScheduled maintenance
- CPurge/archive
- DData vault
50Are called by Objects and are defined by Processes. The [blank_start]State record[blank_end] contains information about how a record looks and acts at a specific period in time.
- AState record
51A [blank_start]vertical[blank_end] scaled system consist in one application server plus "X" number of available servlets. It is used for small bussiness.
- Avertical
52A [blank_start]Horizontal[blank_end] Scaled System consist in two or more application servers, each one with "X" number of available servlets.
- AHorizontal
53[blank_start]Links[blank_end] are a combination of data and definitions used to retrieve data from one table to another one.
- ALinks
54[blank_start]Display Options[blank_end] are defined inside a [blank_start]Display Screen[blank_end]. They performed specific actions and [blank_start]process[blank_end] that will work over a record.
- ADisplay Options
- BDisplay Screen
- CProcesses
- DRAD Applications
- EEvents
55[blank_start]Virtual joins[blank_end] 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.
- AVirtual joins
- BLinks
- CCalculations
- DFill function
56What can you see in the output of a reportlbstatus? (Select Two)
- AAvailable ports and threads
- BCompany Name
- CNumber of Sessions Running on each port
- DShared Memory
- ETimeout Value
57Allow 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:
- ATSO
- BSSO
- CSSL
- DCAC
58What steps do you need to follow before run an application upgrade?
[blank_start]Stop the Service Manager Service[blank_end]
Comment out the [blank_start]sm system.start[blank_end] line in the sm.cfg file
Add [blank_start]ir_disable:1[blank_end] to the sm.ini
Add [blank_start]sessiontimeout: 60[blank_end] to the sm.ini
[blank_start]Uncheck[blank_end] the client side unload from the windows client
Start the Service Manager Service
Go to System Administration >[blank_start]Ongoing Maitenance[blank_end] > Patch Release >Apply Patch Release
Load the patchrel.unl file- AStop the Service Manager Service
- Bsm system.start
- Csm
- Dsm -sync
- Eir_disable:1
- Fir_disable:0
- Gsessiontimeout: 60
- Hsessiontimeout
- IUncheck
- JCheck
- KOngoing Maitenance
- LBase System Configuration
59Format Control Subroutines enable you to call RAD applications from Format Control.
- ATrue
- BFalse
60In a 9.40 fresh installation, do we have an option to select between Classic or Codeless Mode?
- ATrue
- BFalse
Information
- Description
- Service Manager Training
- Author
- Dennis Pereira
- Language
- English
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- 197
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