Test: Tools Question NO 1 2 3 4 5 6 7 8 9 10 Question Different ways to view SM. Navigator is a Menu.

SM7 are listed To search for a close ticket. Not all operators. Following type of Application Group. Assignment Group View. All asset info in SM7. Content of template description. Escalation instruction for an Asset. Test: Interaction Management Question Default status of new. When creating a new interaction.. Selecting the visible to customer You can update interaction ticket You access the knowledge management the interaction resolution field.. You escalate the interaction ticket You can only montior SLA When creating a new interaction.. When an incident ticket is Incident Management Question when an interaction ticket incident ticket cannot be created when escalating an interaction to an incident. business signing off will confirm when business sign off is requested pending incident menus.. when a primary incident ticket.. after closure of the incident you can view a change ticket the incident ticket SLA restoration Problem Management Question Which of the following is not a way if you open a problem ticket.. the problem task due date.. after compelting the root cause if a known error. Answer Employee, Self service,Operator TRUE TRUE FALSE FALSE All of the above FALSE TRUE When Asset is (second) TRUE

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Answer Open Idle TRUE TRUE FALSE TRUE TRUE TRUE FALSE FALSE FALSE

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Answer interaction can be viewed from related tabs( First o Directly as a new ticket solution TRUE pending Approval has a secondary incident related TRUE FALSE TRUE TRUE

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Answer double click on existing problem TRUE TRUE time spent,tast implementation pending implementation

6 7 8 9 10

All fields are prepopulated when sign off is required. the title of the problem the problem status automatically if a change ticket connetced..

FALSE TRUE TRUE TRUE FALSE

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Change management Question when creating a change ticket it is not necessary changing the impact.. selecting the primary asset select the approvals on sign offs on closure of the implement phase which of the following field its mandatory to enter reason Select the phase.. abbrevation PAL4

Answer FALSE FALSE TRUE TRUE find acceptance test sign off TRUE actual downtime TRUE access/plan pre approved Level 4 change

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Release management Question a release ticket is technically which of the following relaese. release information is when you want to view. you can only serach.. all release documentation.. changes can be linked . the release owner cannot all changes must have . it is mandatory..

Answer TRUE design TRUE FALSE FALSE FALSE FALSE TRUE FALSE TRUE

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Knowledge management Question When assigning a public access Only a user with incident tickets closed with which of the following option application info is the search in result check knowledge search tag how would you search for approved when cloning knowledge with a .jpg you can view retrieved

Answer TRUE FALSE FALSE attach a *.JPG file. FALSE TRUE TRUE via navigator - incident library (second option) TRUE TRUE

from related tabs( First opt)

rary (second option)