hp openview service deck 5.x

Стр. 1 | http :// sertificat . org | Сертификат 100% | Ответы на сертификационные тестирования

СЕРТИФИКАТ 100%Ответы на сертификационные тесты

http://sertificat.orgСертификат 100% Ответы на сертификационные тесты

HP OpenView Service Deck 5.x

http://sertificat.org/



Вопрос/Question: 1 Which capability allows for the exporting of HP OpenView Service Desk configuration informationfrom one HP OpenView Service Desk database and the importing into another?

A. ArchivingB. Data ExchangeC. Configuration Exchange D. Failover

Answer: C

Вопрос/Question: 2 When exchanging configuration data between HP OpenView Service Desk Management Servers,what requirements are essential? Select TWO.

A. The Management Servers must be the exact same version of Service DeskB. Configuration Exchange Filters MUST be defined and associated with Filter GroupsC. The Service Desk Management Server MUST be rebooted after a Configuration Exchange

ImportD. Duplicate Object entries must be removed in the Service Desk performing the Configuration

Exchange Import

Answer: A, B

Вопрос/Question: 3 Which levels of organization can be stored in an organization record?

A. External and internal companies B. Internal companies and workgroups C. Companies, departments and employeesD. All organizational levels

Answer: D

Вопрос/Question: 4 Which statements are TRUE regarding Workgroups? Select TWO.

A. Workgroups are used for object records assignment.B. Workgroups are used to create departments in organizations.C. A member of a parent workgroup is also a member of the related child workgroup.D. A person can be a member of multiple workgroups.

Answer: A, D

Вопрос/Question: 5 What types of persons can be registered in a person record?

A. Employees and callersB. Employees and specialistsC. External contacts and employeesD. Any type of person

Answer: D

Вопрос/Question: 6



Which two events are normally entered as Service Calls in HP OpenView Service Desk? SelectTWO.

A. Incidents from the IT infrastructureB. Requests For Change (RFC)C. Automatic events from other applicationsD. Requests For Information (RFI)

Answer: B, D

Вопрос/Question: 7 Which statement about the Service Call Object in OpenView Service Desk is TRUE?

A. When a Service Call is closed it will be automatically added to the FAQ section on the webinterface.

B. The deadline of a Service Call is determined by the priority-duration code table settings.C. Service Calls can only be modified and closed by Service Desk Named Users.D. Service Calls can only be received through the web interface and by telephone.

Answer: B

Вопрос/Question: 8 How do Service Call records and Work Order records differ with respect to their link to aConfiguration Item?

A. A Service Call can be linked to multiple Configuration Items, while a Work Order can only belinked to one Configuration Item.

B. A Work Order can be linked to multiple Configuration Items, while a Service Call can only belinked to one Configuration Item.

C. A Work Order can only be related to Configuration Items via a Change record.D. A Configuration Item cannot be linked to a Service Call and a Work Order simultaneously.

Answer: B

Вопрос/Question: 9 When implementing Incident Management with HP OpenView Service Desk, what authorizationsmust be defined when using Roles? Select THREE.

A. Forms & Templates B. ObjectsC. Scheduled TasksD. FiltersE. Workspaces

Answer: A, B, E

Вопрос/Question: 10 The Checklist Wizard _______.

A. Provides a list of regularly scheduled administrative tasks necessary to maintain the health ofthe Service Desk application.

B. Provides the Help Desk agent a list of /Questions to ask a customer when opening a specifiedВопросtype of Service Call.

C. Allows for the ease of Data Exchange configuration. D. Is used as part of the Configuration Exchange function.



Answer: B


What two actions can be created in the OV Configuration: Actions & Rules -> Actions section? Select TWO.

A. SystemB. ViewC. SmartD. RuleE. Database

Answer: B, C

Вопрос/Question: 12 What must be defined first before a new Smart Action can be created?

A. A View ActionB. A Service Call Template C. An external application to launchD. A System Action

Answer: C

Вопрос/Question: 13 Which three types are valid View types? Select THREE.

A. Cross ReferenceB. SpreadsheetC. ExplorerD. Service TreeE. CombinationF. Card

Answer: C, E, F

Вопрос/Question: 14 Which two items can be printed as a report? Select TWO.

A. TemplatesB. RecordsC. ViewsD. Form definitions E. Database views

Answer: B, C

Вопрос/Question: 15 Microsoft Visio diagrams can be imported as a _______

A. Chart type viewB. Diagram type viewC. Map type viewD. Tree type view

Answer: B

Вопрос/Question: 16 The HP OpenView Service Desk Scheduling feature _______.

A. Defines when automatic updating of Service Desk clients to a new version commences.B. Runs Smart Actions at specific times automatically.C. Specifies time intervals for workgroup hours and service hours.D. Controls when archiving of the HP OpenView database is to occur.

Answer: C

Вопрос/Question: 17 Within an open HP OpenView Service Desk form, what happens when someone double-clicks onthe field name label of a text field?

A. NothingB. The Zoom In feature opens the field in a separate windowC. Data within the field is displayed with increased font sizeD. Data within the field is erased

Answer: B

Вопрос/Question: 18 Select three items that are HP OpenView Service Desk Objects. Select THREE.

A. Service CallB. ViewC. TemplateD. FormE. ProblemF. Project

Answer: A, E, F

Вопрос/Question: 19 What is the most efficient option to assign several Service Calls to the same Work Group from aTable view?

A. The 'Assign Multiple Calls' option from the drop-down menuB. Dragging the selected Service Calls and dropping them on the appropriate Work GroupC. The 'Update All' option from the right mouse-click menu after selecting the relevant Service

CallsD. Opening the Service Calls and changing the appropriate group assignment field

Answer: C

Вопрос/Question: 20 An HP OpenView Service Desk Schedule may include and/or exclude ______. Select TWO.

A. Subordinate rolesB. A list of OpenView processesC. Schedule elementsD. Schedule groups

E. Other schedules

Answer: C, E


Part of the functionality of Named Filters in HP OpenView Service Desk _______.

A. Limits which Configuration Items are automatically discoveredB. Defines reusable search criteria for use with Advanced FindC. Specifies security access controls for Named User AccountsD. Controls Data Exchange object exports from an external source

Answer: B

Вопрос/Question: 22 The HP OpenView Service Desk Approval feature may be used with which three object types?Select THREE.

A. ProblemB. Service CallC. Configuration ItemD. Work orderE. Maintenance contractF. Person

Answer: A, B, D

Вопрос/Question: 23 An object's record ID will always be created after the object record is saved unless _______.

A. A Database Rule is defined to create the ID when the record is opened and status is "new". B. The user specifies when the record ID is to be created before opening the call.C. The object record ID record cannot be modified.D. The "ID After Creation" box is unchecked in General Settings.

Answer: D

Вопрос/Question: 24 What are two benefits of a 'Classification' field? Select TWO.

A. Improved effectiveness of reportingB. Improved assignment to workgroups C. Better use of the Service PagesD. Simplified searching

Answer: A, D

Вопрос/Question: 25 HP OpenView Service Desk is best described as _______.

A. A user friendly, easy-to-use help desk providing detailed trouble ticket capabilities.B. A software tool used to automate the IT Service Management processes in your organization.C. A software tool that focuses on operational management of the IT infrastructure.D. A functional application which fully supports the Service Support & Service Delivery areas of

the ITSM model.

Answer: B


What are two 'primary' purposes of the Frequently Asked /Questions (FAQs) functionality in HPВопросOpenView Service Desk? Select TWO.

A. To provide second-line support with a quick way to find solutions to callsB. To enable organizations to reduce the number of new calls because solved calls can be

published via the Self Service Pages (web interface)C. To enable organizations to quickly develop a Known Error DatabaseD. To enable calls to be categorized in an alternative way for reporting requirements

Answer: B, C

Вопрос/Question: 27 What is the purpose of the Workspace Editor in HP OpenView Service Desk?

A. Editing the various configuration settings filesB. Aligning user capabilities with user role definitionsC. Creating application iconsD. Customizing the Workspace Navigational Panel, such as adding or removing Workspace

and/or groups

Answer: D

Вопрос/Question: 28 What command (with a -start or -status option) is used to start and/or check the status of the HPOpenView Service Desk processes?

A. opcB. ovstartC. ovcD. ovstatcheck

Answer: C

Вопрос/Question: 29 According to ITIL Best Practices, what always happens when the root cause of a problem hasbeen identified?

A. The problem will be marked as a Known Error.B. The problem will be related to a change.C. All related Service Calls will be closed.D. A Change Request will be generated to solve the problem.

Answer: A

Вопрос/Question: 30 The registration of a problem _______.

A. Can be the result of a root cause analysisB. Always results in a known errorC. Would be the result of several related incidentsD. Is always followed by a Change Request

Answer: C


What are three main activities associated with Problem Management. Select THREE.

A. Classification of problemsB. Reporting of problemsC. Reconfiguration of the environment to solve problemsD. Identification of problemsE. Closing calls with the customer that have NOT been closed by the Helpdesk

Answer: A, B, D

Вопрос/Question: 32 Which two organizer elements are available in the Form Designer? Select TWO.

A. Pull down menu capabilitiesB. Separator linesC. Duplication prevention mechanismsD. Group boxes

Answer: B, D

Вопрос/Question: 33 What needs to take place for users to access a Template once it has been created?

A. The Template must be linked to the FormB. After creating a Template, it must be assigned to one or more rolesC. The Template must be shared to the appropriate object areaD. The Template must be 'Activated' by clicking the Active checkbox

Answer: B

Вопрос/Question: 34 What must be created to design the structure of a data entry screen for HP OpenView ServiceDesk?

A. TemplateB. FormC. ViewD. Record definition

Answer: B

Вопрос/Question: 35 Select the two correct statements regarding Forms & Templates.

A. A Template pre-fills an open form with some default data used when creating a new record.B. A Form is pre-filled default data used when creating a new record.C. A Template is a window used for both data entry of new records, changing existing records, or

viewing individual records. D. A Form is a window used for both data entry of new records, changing existing records, or

viewing individual records.

Answer: A, D


Which two components of Service Desk require a purchasable license to use? Select TWO.

A. Named User AccountsB. Service Page AccountsC. Integration Accounts D. Concurrent User Accounts

Answer: A, D

Вопрос/Question: 37 Where are Folder Entitlements enabled?

A. The Database Configuration dialog boxB. The General Settings area of the System Settings workspaceC. The Server Settings Editor dialog boxD. The Client Settings Editor dialog box

Answer: B

Вопрос/Question: 38 Folder Entitlements are used for _______.

A. Consolidating data from various Service Desk objects and allowing and/or denying access tothat data based on role definitions and role assignment

B. Grouping Service Desk objects based on user definition, workgroup assignment, andsupervisor control

C. Creating logical Service Desk entities to hold objects associated with access controlD. Allowing or denying Service Desk user access based on object status

Answer: A

Вопрос/Question: 39 If an IT customer wants to request changes to the infrastructure, theserequests should initially beregistered with the

A. Change Advisory Board (CAB)B. Change ManagerC. functional Service DeskD. system administrator

Answer: C

Вопрос/Question: 40 What are two correct ways that Workorders are used in combination with the Change Object? Select TWO.

A. The Workorder is used to control the overall progress of a change.B. The Change request is used to control the overall progress of the work to be done.C. The Workorders are used to manage the tasks that have to be completed for a change.D. The Workorders are used to store general information about a change.

Answer: B, C


Which statement about the Change Object in OpenView Service Desk is TRUE?

A. A Change Object can only have one Workorder.B. Changes are strongly related to the CMDB.C. Changes can be part of multiple Projects and have multiple Workorders.D. Changes CAN NOT be related to Incidents or Service Calls.

Answer: B

Вопрос/Question: 42 What is the difference between parent-child relations and other CI relations?

A. Parent-child relations have strictly hierarchical relationships, other CI relations do NOT.B. Parent-child relations can be modified indirectly through work orders, other CI relations CAN

NOT.C. Unique Configuration Objects have parent-child relations, type Configuration Objects have

free-form CI relations. D. As opposed to parent-child relations, other CI relations are used only when you use templates

to generate configuration objects.

Answer: A

Вопрос/Question: 43 What distinguishes a non-unique configuration item from a unique configuration item? A uniqueCI ______.

A. Is a physical configuration objectB. Has a unique search codeC. Can be tracked individuallyD. Is a logical configuration object

Answer: C

Вопрос/Question: 44 For a CI, what is the difference between Category Structure and Parent-Child relations?

A. Parent-child relations are always hierarchical as opposed to categories.B. Parent-child relations group similar CIs; categories describe how CIs are linked to each other

in the infrastructure.C. Parent-child relations refer to the way CIs are linked to each other in the infrastructure;

categories group similar CIs.D. Parent-child relations can be applied to unique configuration objects only; categories can

group both unique and type configuration objects.

Answer: C

Вопрос/Question: 45 List the three HP OpenView Service Desk User Interfaces? Select THREE.

A. OpenView ConsoleB. OpenView DashboardC. Service PagesD. Web Console

E. Service Information Portal

Answer: A, C, D


What is the default url associated with the HP OpenView Service Desk Service Pages?

A. https://<Service Pages Server>:<port>/ServicePages B. http://<SD Mgt Server>:<port>/ovportalC. http://<Service Pages Server>:<port>/ServicePages D. http://< SD Mgt Server>:<port>/servicepages

Answer: C

Вопрос/Question: 47 In HP OpenView Service Desk Service Pages (SP), which three options canbe selected when using an SP account? Select THREE.

A. Register a service callB. Review previously logged service callsC. Search for incidentsD. Register Frequently asked /Questions (FAQs)ВопросE. Look at Frequently Asked /Questions (FAQs)ВопросF. Register an incident

Answer: A, B, E

Вопрос/Question: 48 What statement is true about Java Web Start with HP OpenView Service Desk?

A. The HP OpenView Service Desk Client must be installed to use Java Web Start.B. Java Web Start can be used to start an HP OpenView Console session.C. The Java Web Start OpenView process must be started to use the Web Console.D. Java Web Start can be used to access the Service Pages.

Answer: B

Вопрос/Question: 49 The Dashboard Panel _______. Select TWO.

A. Displays a configured View of Interest B. Is available only to the HP OpenView Service Desk AdministratorC. Graphically reports Management Server resource utilizationD. May be shown or hidden, docked or undockedE. Lists all systems which have HP OpenView Service Desk components and their status

Answer: A, D

Вопрос/Question: 50 What three actions are available for UI Rules? Select THREE.

A. Command ExecB. Auto-update UI versionC. Limit Field Value Range D. Update Data

E. Archive Data

Answer: A, C, D


What is a valid action for user interface rules that is not available with database rules.

A. Update dataB. Data exchange from an external systemC. Smart actionD. Send e-mail message

Answer: C

Вопрос/Question: 52 Which two actions are available for Database Rules? Select TWO.

A. Command Exec actionB. OvObsLoadObject action C. Limit Field Value Range actionD. Update Data action

Answer: A, D

Вопрос/Question: 53 Database Rules and User Interface Rules allow you to _______. Select TWO.

A. Instrument your ITIL processes B. Control Service Desk User access to the database and/or user interfaceC. Initiate actions based on changes to the database and/or user interface D. Enable command line definition database and user actions

Answer: A, C

Вопрос/Question: 54 The purpose of a Service Level Agreement is to _______.

A. Increase the performance of the service desk.B. Ensure that the business and IT requirements are aligned.C. Create a stable IT infrastructure.D. Obtain agreement on penalties.

Answer: B

Вопрос/Question: 55 Which three supporting processes are essential for formal Service Level Management? SelectTHREE.

A. Incident ManagementB. Consolidation ManagementC. Change ManagementD. Performance ManagementE. Availability Management F. Operations Management

Answer: A, C, E

Вопрос/Question: 56 According to ITIL an Incident should be closed when _______?

A. Related Incidents are closed B. The caller agrees that the call can be closedC. The caller's problem is solved

D. The manager of the service desk/help desk group approves the closure of the call

Answer: B

Вопрос/Question: 57 According to ITIL once an Incident has been identified as a Problem and service has beenrestored, who has the responsibility to close the Incident?

A. The service desk or help desk analystB. The problem managerC. The last specialist to work on the problemD. The change manager

Answer: A

Вопрос/Question: 58 According to ITIL where should all bugs be registered in HP OpenView Service Desk?

A. In the Configuration Management moduleB. In the Service Level Management moduleC. In the Help Desk moduleD. Software bugs are NOT registered in HP OpenView Service Desk

Answer: C

Вопрос/Question: 59 What are the two activities that apply to Incident Management? Select two.

A. Identification and tracking of configuration itemsB. Support for business operationsC. Providing management informationD. Implementation and monitoring of changes

Answer: C, D

Вопрос/Question: 60 The goal of Service Level Management is to _______.

A. Achieve a better relationship between IT and its customers.B. Achieve a common understanding between the customer and the service provider regarding

managing expectations and delivering results.C. Achieve optimal performance of the IT infrastructure.D. Manage individual infrastructure components to achieve high levels of throughput and

availability.

Answer: B

Вопрос/Question: 61 What two factors determine the priority of an Incident?

A. Impact and deadlineB. Impact and urgencyC. Urgency and deadlineD. Status and impact

Answer: B


What are two places that Query Restrictions can be configured? Select TWO.

A. Search configuration dialog boxB. Database Restriction WizardC. View filtering specificationsD. Within roles E. Client settings configuration

Answer: A, D

Вопрос/Question: 63 Where is the Message of the Day pop-up window configured?

A. General SettingsB. Regional SettingsC. Configuration SettingsD. Service Manager Area

Answer: A

Вопрос/Question: 64 Which three settings CAN be made in the HP OpenView Console? Select THREE.

A. Management server nameB. Default time zoneC. Database user nameD. Attachment settings E. Default language

Answer: B, D, E

Вопрос/Question: 65 Which primary workspace is used for configuration settings?

A. General SettingsB. Regional SettingsC. System Settings D. Configuration Settings

Answer: C

Вопрос/Question: 66 Which configuration must be completed in order to access all available product modules of HPOpenView Service Desk?

A. Forms must be created B. License keys for modules must be insertedC. Default Templates must be configured D. Concurrent User license keys must be mapped to accounts

Answer: B


Where does HP OpenView Service Desk physically store files which are attached to ServiceCalls, Work Orders, Problems, etc?

A. In the Service Desk databaseB. On an FTP server C. Within local disk drives of Service Desk Client systemsD. On a shared network disk drive

Answer: B

Вопрос/Question: 68 What are four benefits of using multiple Management Servers in a single HP OpenView ServiceDesk architecture? Select FOUR.

A. Ability to use the Service Desk 4-tier architectureB. Availability of a fail-over systemC. Ability to use multiple databasesD. Ability to use load balancingE. Ability to use multiple operating systemsF. Ability to run Data Exchange processes on a separate server G. Possibility of escalating messages to another server H. Ability to use multiple Service Desk product versions

Answer: B, D, E, F

Вопрос/Question: 69 In the HP OpenView Service Desk database, all times and dates are stored in _______.

A. Greenwich Mean Time (GMT)B. The time and date standard of the location where the MANAGEMENT SERVER residesC. The time and date standard of the location where the DATABASE resides D. A format dependent on the clients

Answer: A

Вопрос/Question: 70 The Service Desk Agent is used to _______.

A. Communicate with the GUI and the Management ServerB. Execute commands issued by the Rule ManagerC. Inventory Configuration Items then send this information to the Management ServerD. Handle outbound e-mails

Answer: B


With multiple Management Servers, when a Management Server goes down, the clientsconnected to that Management Server _______.

A. Store data temporarily until a new connection is madeB. Lose current data and must be rebootedC. Disconnect properly, then the user must log on to another Management ServerD. Will automatically reconnect to another Management Server

Answer: D

Вопрос/Question: 72 What are the three types of fields used in HP OpenView Service Desk? Select THREE.

A. Registered B. Calculated C. ActiveD. StandardE. Custom

Answer: B, D, E

Вопрос/Question: 73 How do General code tables differ from Object code tables?

A. Object code tables apply to groupings of objects, while General code tables apply acrossobjects.

B. Object code tables apply just to a single object, while General code tables apply to groupingsof objects.

C. Object code tables cannot be modified or removed, while General code tables can be added toand modified.

D. Object code tables apply just to a single object, while General code tables apply acrossobjects.

Answer: D

Вопрос/Question: 74 Is it possible to change the order of a set of statuses in HP OpenView Service Desk?

A. No, because all code tables are ordered alphabeticallyB. Yes, by using the arrow buttons in the toolbarC. No, statuses are fixed and CANNOT be changedD. Yes, by re-typing the correct statuses in the desired order

Answer: B

Вопрос/Question: 75 What functionality should be used if the root cause of a problem is found?

A. Relate the problem to the root causeB. Relate the problem to the known errorC. Activate the view "Problems by root cause"D. Check the "known error" check box on the Problem From

Answer: D

hp openview service deck 5.x

Documents