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IBM Fundamentals of Applying Tivoli Service Delivery and Process Automation Solutions V3 Sample Questions:

1. Which statement is true about Key Performance Indicators (KPIs)?

A) KPIs should always be measured by percentage.
B) KPIs are defined according to the IT customer requirements.
C) KPIs always have to be adjusted to match the customer's actual status.
D) KPIs must be specific, measurable, achievable, realistic, and timely (SMART).

2. Which Key Performance Indicator (KPI) determines the effectiveness of the Service Level Management Process?

A) A KPI that measures IT department satisfaction.
B) A KPI that shows the open service requests in a period of time.
C) A KPI that shows the total cost for open incidents and problems.
D) A KPI that measures IT customer satisfaction.

3. A customer is using IBM SmartCloud Control Desk to automate incident, problem, and change management processes. The solution currently supports 15,000 end users but the customer acquired and integrated a company with an additional 5,000 end users. What does the customer need to do to cover the new end users?

A) Build a separate instance of IBM SmartCloud Control Desk
B) Buy an IBM SmartCloud Control Desk for Internal Service Provider license
C) Define the new users in the existing IBM SmartCloud Control Desk
D) Buy an additional 5,000 end user licenses

4. A customer is planning to implement an IBM SmartCloud Control Desk solution. When should it be recommended to use IBM provided pre-installed VM images?

A) When there will be no more then 50 concurrent users, and time to value is critical for the project.
B) When there will be more then 50 concurrent users, and time to value is critical for the project.
C) When there will be more then 50 concurrent users, and the customer wants to have multiple JVMs.
D) When there will be no more then 50 concurrent users, and the customer wants to reuse an existing database environment.

5. Which option consists of process, service, and operational management and helps organizations better manage their IT infrastructure?

A) IBM Service Management
B) IBM Workload Balancer
C) IBM Smart Groupware
D) IBM SmartCloud Enterprise Provisioning

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