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Test Number : C9560-656
Test Name : IBM SmartCloud Control Desk V7.5 Service Request Management Implementation
Vendor Name : IBM
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Exam Title : IBM Certified Deployment Professional - SmartCloud Control Desk V7.5 Service Request Management
Exam ID : C9560-656
Exam Duration : 90 mins
Questions in exam : 61
Passing Score : 41 / 61
Official Training : IBM SmartCloud Control Desk 7.5.1 Service Request Management Fundamentals
Exam Center : Pearson VUE
Real Questions : IBM SmartCloud Control Desk Service Request Management Implementation Real Questions
VCE practice exam : IBM C9560-656 Certification VCE Practice Test

System Setup and Configuration
- Given IBM SmartCloud Control Desk (SCCD) has been installed and you have administrator rights, configure security groups so that users can have access to express or advanced Service Requests and Incidents views.
- Given SCCD has been installed, describe the available workflow options included in service catalog so that service request approval and fulfillment process for a service request can be automated using workflows provided with the product.
- Given that SCCD has been installed, customer should know about the available optional contents so that these can be used to assist the client to have their environment operational in a shorter period of time.
- Given that SCCD is installed, understand how to use Automation Scripts application so that common tasks can be done without deploying Java files or restarting the server.

Work with Operational Data
- Given a user has been authorization to access and use the self service center, explain the various parts and functionality of the self service center so that the user understands how the Self Service Center can be used to create/view many common requests/tasks.
- Given administrator privileges for the Self Service Center, configure the Self Service Center so that the Self Service Center is configured and can be used by end users to create/view common requests/tasks.
- Given full access to the Response Plan application and that job plan, actions, communication templates and ticket templates have been created, use the Response Plans application to complete the response plan details and select the proper Response Plan criteria so that the response plan is successfully created and can be applied to records of the related object.
- Given full access to the Job Plans application, use the Job Plans application to create a new job plan by completing the required details and creating the necessary tasks so that a job plan has been created defining a set of activities that is required to be executed in order to fulfill a particular request or work item.
- Given full access to the Service Groups application, use the Service Groups application to create a Service Group by completing the Service Group details and specifying the services for the group so that a service group is successfully created and can be applied to service requests, incidents, and problems.
- Given full access to the SLAs application and actions and communication templates are created, use the SLAs application to create the SLA and to complete the SLA details and select the proper SLA criteria so that the SLA is successfully created and can be applied to records of the related object.
- Given SCCD administrator privileges and access to the Survey Management application, use the Survey Management application to create and manage survey questions so that survey questions are created and can be used in a survey.
- Given the survey questions and answer sets have been created, create a survey so that the survey is ready to be used by the ticket, Incident and Problem application allowing the customer to rate the quality of services that has been provided.
- Given SCCD has been installed, understand the use of communication templates in Service Desk applications so that frequently used email communications in SCCD can be standardized.

Configure Service Desk
- Given the customers need to understand the ticket types available in IBM Smart Cloud Control Desk (SCCD), explain the service request ticket type so that the customer understands when it is used and who can create the Service Request ticket type.
- Given the need to understand the ticket types available in SCCD, explain the Incident ticket type so that the customer understands when it is used and who can create the Incident ticket type.
- Given the customers need to understand the ticket types available in SCCD, explain the Problem ticket type so that the customer understands when it is used and who can create the Problem ticket type.
- Given the customers need to understand solutions in SCCD, explain solution records and the Solution application so that the customer understands when it is used.
- Given that the SCCD has been installed and the system has been set up, create a new Service request so that a user request or issue can be recorded, managed and tracked.
- Given that the SCCD has been installed and the user has the appropriate privileges, create a new Incident so that an incident is recorded to capture information about an event that deviates from standard service or an event that might disrupt the quality of that service.
- Given that the SCCD V7.5 has been installed and the system has been set up, create a problem so that it can be managed and tracked.
- Given that the SCCD V7.5 has been installed and the system has been set up, user is given the read and write access to Solution application, create solutions and assign an owner or owner group to a solution so that a solution can be associated with a service request, incident, or problem ticket.
- Given that the SCCD V7.5 has been installed and the system has been set up, create a ticket template as per customer's requirements so that a ticket template has been created and can be applied to service requests, incidents, and problems.
- Given that the SCCD V7.5 has been installed and the system has been set up, modify the priority matrix per customer's requirements so that the priority matrix values have been updated and is ready to be used in service requests, incidents ,and problems.
- Given that the SCCD has been installed and the system has been set up, configure the system properties and PmObjSearchCron cron task as per customer's requirements so that Global Search has been enabled and users can search across service desk applications.

Configure Service Catalog
- Given a customers need to understand the service catalog, describe the applications available in IBM SmartCloud Control Desk (SCCD) for service catalog and their capabilities so that an individual understands how the service catalog applications can be used.
- Given the need to setup the service catalog, outline the prerequisite steps so that once they are completed offerings and catalogs can be created.
- Given an understanding of the Offerings application, describe the options to consider when creating offerings so that offerings can be configured to meet specific business requirements.
- Given a customer's need to understand catalogs, describe the options to consider when creating catalogs using the Catalogs application so that they understand how they can be configured to meet specific business requirements.
- Given that SCCD has been installed and the system setup, create a Cart Template so that the cart can be saved and reused for future requests.

Integration
- Given an understanding of integration options for service request management, describe them and their key capabilities.
- Given the need to take control of remote workstations or servers in order to analyze and solve problems, explain, install and configure Tivoli Remote Diagnostics functionality so that service desk analysts can use Tivoli Remote Diagnostics to take control of remote workstations or servers.



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each day in the united states, as many as eight,300 high college college students drop out of college.

After that, things typically go even extra downhill. A excessive-school dropout is out of the operating for 90 percent of U.S. jobs and should cost taxpayers nearly $300,000 every over a lifetime, based on a look at by way of Northeastern school. 

with out that diploma, dropouts are greater than twice as seemingly as faculty graduates to are living in poverty – and sixty three times greater likely to go to prison.

What if expertise may enhance these grim facts? What if the correct statistics could assist academics intervene to prevent kids from dropping out?

The clock is ticking for the united states’s staff: by way of 2020, very nearly 6 million high faculty dropouts will go with out work, predicts management consulting company McKinsey and enterprise.  On the different side of the coin, there will be a scarcity of 1.5 million faculty graduates to fill incredibly skilled jobs.

companies are so aware about america’s starting to be advantage gap that they component within the first-class of local schools when identifying where to deploy store. They need assurance that the tutorial gadget will produce future employees with the expertise to preserve pace with swift technological innovation.

If colleges don’t produce hirable graduates and business districts don’t grow, then jobs, taxes, and other investments in local communities are jeopardized. “education is a key pillar of any economic building approach,” stated Riz Khaliq, advertising and marketing and communications director for IBM world Public Sector and Smarter Cities.

A One-measurement-fits-All way of life

The decent information is, as technology adjustments the potential required for future jobs, it’s also altering the manner college students are trained.

traditionally, training has been a one-measurement-fits-all mannequin with students sharing the identical curriculum, courses, academics, and books. whereas many academics differentiate studying for students, big type sizes and an absence of elements often restrict how a lot they can do.

in the age of the web, cloud computing, and cellular gadgets, however, greater facts exists to assist academics and administrators tackle individual student wants than ever earlier than.

faculties are amassing volumes of student data from many sources, including grades, look at various rankings, digital learning profiles, conduct reports, attendance records, and demographic facts

“Our schools are swimming in records,” noted Bruce Gardner, North america schooling Director for IBM. “these days they just deserve to aid schools prepare it and direct it in a way for it to enrich guide, and in the end enrich consequences.”

Harnessed as it should be, insights from that facts will cause the first light of a new era of schooling: a personalised discovering experience for college kids.

“It’s about actually understanding particular person pupil requirements, basically understanding the resources that are available to tackle these requirements, after which the use of information and analytics to align those two issues,” Gardner pointed out.

IBM’s analytics can additionally integrate that facts to supply a extra holistic image of how each and every pupil learns. When combined with a database of curriculum substances, most reliable trainer practices, and outside training substances, the expertise can also predict which students are in danger — and suggest options, said Gardner.

IBM blanketed training on its 2013 list of 5 improvements that could alternate individuals’s lives over five years. In a future where machines can gain knowledge of, reason, and have interaction with individuals, lecture rooms will basically study college students, the enterprise predicts.

through expanding pupil engagement and embellishing instructor effectiveness, customized gaining knowledge of has the knowledge to increase academic efficiency and in the reduction of these troubling dropout prices.

That doesn’t imply that technology will change academics or the human insights which are so critical to figuring out college students’ needs. “What know-how can do is make the system more convenient for the instructor so that the time constraints and the records constraints don't seem to be inhibitors for getting to know,” Gardner explained.

To take note the skills influence of expertise to transform education, one only has to look on the improvements that huge information and analytics have created within the box of healthcare. Even the most appropriate emergency room doctors have restrained options with out an entire affected person historical past. When finished patient histories have been provided to doctors on the aspect of care, although, patient effects more desirable dramatically.

“We’re now applying that identical philosophy to schooling,” pointed out Khaliq, where complete student profiles might Boost gaining knowledge of outcomes within the identical means that affected person statistics greater fitness effects.

Georgia’s Gwinnett County Public schools (GCPS) is partnering with IBM to position that idea to the examine, and supply personalised getting to know to its one hundred seventy,000 k-12 college students.

The district’s eCLASS undertaking makes use of analytics to allow academics to determine each at-possibility college students and high performers, mentioned Steven Flynt, chief strategy and efficiency officer for GCPS. within the method, GCPS hopes to not best Boost pupil effects, but also to attract greater enterprise investment to the county.

With IBM’s most up-to-date analytics, GCPS is also beginning to use prescriptive records that can't handiest point out how students are doing, and predict what they might possibly be in a position to achieve, but also suggest solutions based on what labored in different situations, Flynt delivered.

“Being able to rapidly recollect what has helped during the past can provide teachers with beneficial tools to clear up future issues,” Flynt mentioned.

but personalised learning isn’t just for ok-12 students. bigger education can advantage from know-how that makes it possible for students to leverage online learning to get the lessons they should graduate on time.

IBM’s analytics can additionally help align students with their potential career pathways. Australia’s Deakin college, for instance, is the usage of IBM’s Watson technology to create a student consultant utility to deliver college students precise-time answers to school-connected questions.

finally, college students will be capable of get personalised responses, in addition to concepts on career paths, job possibilities, and alternative routes through their degree classes, wrote Simon Eassom, international supervisor of schooling solutions for IBM Smarter Cities, in a latest weblog.

Leveling the educational enjoying field

most likely most crucial, the cloud-based nature of IBM’s technologies offers all schools the potential for customized getting to know, and can support level the taking part in container for schooling in every county and state, said Khaliq.

“The data this is accessible nowadays is a crucial natural useful resource for the next century,” he talked about. “And training programs that leverage that records are going to be more aggressive in the global economic climate.”


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