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QUESTION: 21
You are creating and modifying configuration item (CI) support data. One of your
external partners manufactures computers. You have defined this partner as a company.
Now, for each type of computer they manufacture and that you use, you will define a:
A. family
B. model
C. category
D. component
Answer: B
QUESTION: 22 In certain situations, CA Service Desk Manager needs to be able to evaluate the current and previous values of certain fields. For previous assignee notifications, which previous values are available? (Choose three)
A. ACTTVE_PREV
B. INNITIATE_PREV
C. DERIVED_PREV
D. PRIORITY_PREV
E. URGENCY_PREV
Answer: A, D, E
QUESTION: 23 Which access type provides access tailored to users who perform frontline support tasks?
A. IT staff
B. Administrator
C. Service desk staff
D. Process management
Answer: C
QUESTION: 24
Which component connects web browsers to the CA Service Desk Object Manager?
A. domsrvr
B. Web Engine
C. Web Screen Painter (WSP)
D. WSP Schema Designer
Answer: B
QUESTION: 25
Security access to CA Service Desk objects from command line utilities:
A. Is configured in the contact record.
B. Is configured in the access type record.
C. Is configured in Active Directory group membership.
D. Cannot be configured because there is no security on the command line utilities.
Answer: B
QUESTION: 26
What happens when a service type is applied to a ticket? (Choose two)
A. A service contract is created.
B. The delay time clock is started.
C. A configuration item (CI) is created.
D. All the events that comprise the service type are attached to the ticket.
Answer: B, D
QUESTION: 27 Your company is increasingly using wireless routers, and you have been asked to incorporate them in the support data for configuration items (CIs). In which records should you store this new category of hardware?
A. CI models
B. CI classes
C. CI families
D. CI devices
Answer: B
QUESTION: 28
Which features characterize data partitions? (Choose two)
A. There are three types
B. They implement role-level security
C. They implement record-level security
D. They can be assigned to contacts and access types
Answer: C, D
QUESTION: 29
In a data partition rule, the logged in user is represented by:
A. $cst
B. @root
C. $home
D. %USERID%
Answer: B
QUESTION: 30 When creating a macro to administer Service Level Agreements (SLAs), what must be associated with the macro?
A. Alert
B. Alarm
C. Event
D. Notification
Answer: C
QUESTION: 31 Which option do you need to customize to send a survey after a certain number of tickets are closed?
A. Submit Cycle
B. Stricter Rules
C. Close Activity
D. Activity Notifications
Answer: A
QUESTION: 32 When you create configuration items (CIs) for notifications, you distinguish special object contacts from normal ones by using the:
A. number (#) character
B. percent (%) character
C. ampersand (&) character
D. commercial AT ((§.) character
Answer: D
QUESTION: 33
By default, the Object Manager resides on:
A. the Primary Server
B. the Reporting Server
C. the Secondary Server
D. both the Primary and Secondary Servers
Answer: A
QUESTION: 34 You attach an Incident to a Problem. What happens when you attempt to close the Problem without closing the Incident?
A. An error message appears.
B. The Problem and the Incident close.
C. The Problem closes but not the Incident.
D. The Incident closes but not the Problem.
Answer: C
QUESTION: 35 Which action helps ensure that all aspects of a project are managed while moving equipment?
A. Associating Problems
B. Attaching child Incidents
C. Connecting severity ratings
D. Connecting Change Orders
Answer: D
QUESTION: 36 Key Performance Indicator (KPI) results seem unusual. You need to verify that KPIs are working properly. Which command do you run to verify that the KPI daemon is running?
A. pdm_status
B. pdmjogstat
C. pdm_NX.env
D. pdm key refresh
Answer: A
QUESTION: 37
For the Level 2 Analyst role, on the Change Order Schedule tab, which information can you display using filters? (Choose two)
A. Search order
B. Announcement type
C. Change Order status
D. Change Order priority
Answer: C, D
QUESTION: 38
Which features characterize CA Workflow? (Choose three)
A. It includes inherent security.
B. It is only used for manual tasks.
C. It is external to CA Service Desk.
D. It is used for well defined processes.
E. Users need to be Analysts in CA Service Desk.
Answer: A, C, D
QUESTION: 39
Which CA Service Desk administrative roles are available in CA Service Desk?
(Choose three)
A. Tenant
B. License
C. System
D. Primary
E. Knowledge Management
Answer: A, C, E
QUESTION: 40
How many primary servers are there in a very large CA Service Desk implementation?
A. 1
B. 2
C. 4
D. 5
Answer: A
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