Examsoon 000-018 Exam Questions
000-018 Exam informations
Exam Number/Code : 000-018
Exam Name : IBM Tivoli Service Request Manager V7.1 Implementation
Number of questions: 57
Time allowed in minutes: 90
Required passing score: 66%
Test languages: English
Configuring IBM Tivoli Service Request Manager V7.1 Service Desk
Given that the IBM Tivoli Service Request Manager V7.1 has been installed and the system has been set up, create new Ticket templates as per customer’s requirements, so that a new ticket template has been created.
With emphasis on performing the following tasks:
Start the Ticket Templates application from the Service Desk module.
Fill-in data:
Specify template ID or use the auto generated ID
Specify description
Select Class to identify where the template will be applied (Incident, Problem, SR, PMSCSO, PMSCPR, and PMSCMR). Required field.
Select Owner group, owner, organization, and classification
Enter Activities
Change status of the Ticket template to active. Only active templates can be applied.
Click the Save button.
Given that the IBM Tivoli Service Request Manager V7.1 has been installed and system has been set up, create Solutions, so that the Solutions have been created as per customer’s requirements.
With emphasis on performing the following tasks:
Start the Solution application from the Service Desk module.
Fill-in data:
Specify solution or use the auto generated ID
Specify description
Select a check box Self service Access to allow self service users to view the solution
Select Classification.
Select Expiration date for the solution.
Enter Symptom, Cause and Resolution.
Create and Associate key words: Click select action menu and add key words to your solution.
Change status of the solution to active. Only an active solution can be applied to a ticket
Click the Save button.
Given that the IBM Tivoli Service Request Manager V7.1 (000-018)has been installed and the system has been set up, use an existing workflow to route Tickets as per customer’s requirements, so that a ticket has routed using a Workflow.
With emphasis on performing the following tasks:
Log-in to IBM Tivoli Service Request Manager V7.1 with administrator privileges.
Start the Service Request application from the Service Desk module
Click New Service request icon to create a new Service Request.
Fill-in data:
Select reported person
Select Affected person
Specify Summary and description
Select classification
Assign owner or owner group.
Click the Save button.
Now auto initiated workflow will check if classification and owner group is filled in. If yes, workflow will change the status of a ticket to Resolved. If classification or owner group is not filled in then workflow will go into wait status.
Note: There are two ways workflows can route a ticket. One is by manually selecting a specific workflow and another way is automatically route when a ticket is saved. There can be only one workflow per application object (SR, Incident, Problem etc) with Set Interactive initiate checked. This option will let the workflow be automatically initiated when a ticket is saved.
Given that the IBM Tivoli Service Request Manager V7.1 has been installed and the system has been set up, create and relate a ticket as per customer’s requirements, so that a new ticket is created as well as related.
With emphasis on performing the following tasks:
Start the Service Request application from the Service Desk module
Click New Service request icon to create a new Service Request.
Fill-in data:
Select reported person
Select Affected person
Specify Summary and description
Select classification
Assign owner or owner group. On assigning owner/owner group, the ticket status automatically changed to “queued”.
Click the Save button.
Click the Related Records tab.
Click the Select Ticket Button.
Select one or more tickets (SR, Incident or Problem).
Click OK.
Click the Save button.
Note: Create and relate ticket functionality is applicable to Incident and Problem ticket as well.
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