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In the out-of-the box processes, which tickets can a Change Manager associate to an existing change? (Select three.)
By default, when adding a New Operator record, what information must also be provided?
an associated user role
a menu structure for the operator
a default MySM page
language and currency for the operator
an associated contact record
Folder entitlement rights are assigned in which record?
What must be implemented in order to track Configuration Items (CIs) and Configuration Item Relationships (CIRs) by company ID?
Single Sign On
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?
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.
Which statement is true about the code page on the SQL Server?
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.
In Service Manager, why is the progress within the workflow of a change much clearer than in Service Desk?
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.
Where can notifications be added?
from the main "Manage Catalog" screen
in the "User Properties" configuration pane
from the RAD editor pane
from the "Alert Definition" pane
The development audit utility tracks changes made to HP Service Manager records during which phase of Service Manager implementation?
Given the Service Manager RDBMS user has the right to create tables, which action in Service Manager translates directly into a SQL create statement?
Creating a new dbdict
Creating a new field in an existing dbdict
Renaming a dbdict
Renaming an existing field in an existing dbdict
Which capability word is required to grant operator access to Crystal Report?
What are the three main access layers on which security can be set in Service Manager? (Select three.)
Which debugging parameter is used to debug Web Services interfaces in Service Manager?
Which debugging parameters are typically used to debug performance issues? (Select three.)
Which statements are true about Configuration Management? (Select two.)
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.
What is the goal of Knowledge Management?
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
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?
Service Request Catalog
What can we found inside a format control? (Select three.)
Which connectors are available for Connect-It? (Select three.)
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
Which component is included in all Web Services integrations?
WSDL (Web Services Description Language)
DEM (Discovery Event Manager)
What designates a global variable?
The variable starts with $L.
The variable is just defined with $.
The variable starts with $G or $lo.
The variable starts with $P.
Where do you configure the ability to delegate approvals?
The Category record
The Phase record
The User Profile record
The Environment record
Which parameter in the Service Manager Initialization file triggers the creation of multiple log files?
What are major improvements found in Service Manager as compared to Service Center? (Select two.)
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
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?
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
Which option is most commonly used to display information of a record located in a related table?
Which task can a selfservice user perform from the Employee SelfService Portal?
Create an incident
Close an incident
Update a knowledge record
Create an interaction
Which Service Manager interface allows endusers to browse the knowledge library, order products and services from the Service Catalog, and submit service requests?
Request management catalog
Employee selfservice portal
Which Service Manager module is used to restore normal service operation as quickly as possible and minimize the adverse impact on business operations?
Employee Self Service
Service Level Agreements
Which feature of the operator record provides access to applications and utilities?
Which feature of the operator record defines applicationspecific privileges?
Which 'State' displayed in Configuration Management is not replicated to Service Manager?
What feature of Configuration Management defines the authorized attributes of a CI configuration?
In which Service Desk record would you find Service Desk application settings, including setting the Service Desk record relationship model?
System information record
Alert definitions are applied to changes and change tasks in which record?
The operator's approval and review groups for Change Management are defined in which record?
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?
For a baseline to be available for use against a configuration item, the baseline must be set to which status?
Which scenario best describes the role of templates when creating Service Manager Service Desk, Incident Management, Problem Management, and Change Management records?
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
Which Service Desk Interaction Model is configured by default in the Service Desk module?
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
After an incident is created, what is the next step in the incident lifecycle to perform?
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.
What feature of Service Manager ties endusers or departments to the services that they use?
Which Utility allows end users to customize their own graphical views of operational summary data?
Publish and Suscribe
Views & Favorites
Which RAD function is used to determine the numerical representation of a field data type?
What variable is used in a Link record to refer to the current record?
What type of auditing is used to track changes to specific fields for Open, Update and Close actions?
Which statement best describes the role of HP Service Manager?
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.
Incident Management is used to track: (choose three)
CI Attribute Information
Requests for Information
Disruption of Service
Which feature of Service Manager allows you to schedule the removal of unwanted data from the database?
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.
A scaled system consist in one application server plus "X" number of available servlets. It is used for small bussiness.
A Scaled System consist in two or more application servers, each one with "X" number of available servlets.
are a combination of data and definitions used to retrieve data from one table to another one.
are defined inside a . They performed specific actions and that will work over a record.
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.
What can you see in the output of a reportlbstatus? (Select Two)
Available ports and threads
Number of Sessions Running on each port
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:
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
Format Control Subroutines enable you to call RAD applications from Format Control.
In a 9.40 fresh installation, do we have an option to select between Classic or Codeless Mode?