Exam Title

: HP HP0-753 : HP OpenView Service Desk 4.5

Version : R6.1

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 1. Identify three key activities in Service Level Management. Choose 3 that apply. A. Establish operational measures B. Control and report on levels of service. C. Identify key processes to speed up the resolution of incidents/problems. D. Sit on the Change Advisory Board to ensure proper change management processes are followed. E. Identify the major services for monitoring. Answer: ABE 2. Choose two TRUE statements regarding the automation of data exchange tasks. Choose 2 that apply. A. Data exchange tasks CANNOT be automated because they have to be created within the Administrator Console of Service Desk. B. A data exchange task can be automated. A batch file with the commands sd_export.exe and sd_import.exe and all necessary parameters can be created. The task can then be scheduled using the batch file with the Windows "at' command. C. A data exchange task can be automated. A Visual Basic Script file with the commands sd_export.exe and sdimport.exe and all necessary parameters can be created. The task can then be scheduled using the batch file with an OpenView Operations for Windows Scheduled Task Policy. D. Automation of data exchange tasks is NOT very meaningful because data that has been deleted from the data source is NOT deleted in the Service Desk database. Answer: BC 3. For the import of data, the "ID" within a *.xml file must____ . A. be mapped to the ObjectID field within the relevant Service Desk item B. NOT be mapped because it will automatically be mapped to the ObjectID of the relevant Service Desk item C. be mapped to a meaningful field because otherwise the error message "No entity defined" is shown in the import task D. NOT be mapped because it is only used for identification of the records within the .xml file Answer: D 4. Which of the following statements is FALSE regarding roles of project participants for a Service Desk implementation? A. The Process Consultant has a working knowledge of the database installation, operating systems, network protocols and the relevant web servers. B. The Implementation Consultant's focus is on mapping existing or new processes to Service Desk. C. The Project Manager is responsible for obtaining and coordinating internal and external resources to ensure project completion in time and within budget. D. The Process Consultant's focus is on people.

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 Answer: A 5. The 'Status' of any Service Desk item depicts the different ____. A. ways a record can be entered in Service Desk B. phases in the lifecycle of the item C. ways of assigning the item to a group D. areas of management for the item Answer: B 6. Choose two benefits of having a 'Classification' field. Choose 2 that apply. A. improved effectiveness of reporting B. improved assignment to workgroups C. better use of the Service Pages D. simplified searching Answer: AD 7. End users should log a change request through the service pages by registering a(n) ____. A. change B. service call with category Request For Change (RFC) C. problem to trigger the Problem Manager to create an RFC D. incident Answer: B 8. What are two purposes of the Frequently Asked Questions (FAQs) functionality in Service Desk? Choose 2 that apply. A. To enable organizations to reduce the number of new calls because solved calls can be published via the Self Service Pages (web interface). B. To enable calls to be categorized in an alternative way for reporting requirements. C. To provide second-line support with a quick way to find solutions to calls. D. To enable organizations to quickly develop a known error database. Answer: AD 9. Which statement about the service call item in Service Desk is TRUE? A. The deadline of a service call is determined by the priority-duration code table. B. Service calls can only be received through the web interface and by telephone. C. Service calls can be amended and closed by any named user. D. When a service call is closed it will be automatically added to the FAQ section on the web interface. Answer: A 10. According to ITIL/Best Practices, once a service call has been identified as a problem and a solution has been identified, who has the responsibility to close the service call?

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 A. The helpdesk B. The problem manager C. The latest specialist to work on the problem Answer: A 11.Which events generally are NOT inserted as service calls in Service Desk? A. incidents in the IT infrastructure B. automatic events from other applications C. requests for change D. requests for information Answer: B 12. The registration of a problem___________ . A. can be the result of a root cause analysis. B. results in a known error. C. can be the result of several related incidents. D. is always followed by a change request. Answer: C 13. Identify the three main activities associated with Problem Management. Choose 3 that apply. A. identification of problems B. classification of problems C. reporting of problems D. closing calls with the customer that have NOT been closed by the helpdesk E. reconfiguration of the environment to solve problems Answer: ABC 14. According to ITIL/Best Practices, what always happens when the root cause of a problem has been 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 will be inserted to solve the problem. Answer: A 15. What is the mission of Configuration Management? A. to track and register all hardware and software assets B. to manage and control changes to the configuration items in the IT infrastructure C. to apply a comprehensive labeling system for all configuration items in order to identify company assets D. to track and control the IT Infrastructure and provide information to other service management processes

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 and general management. Answer: D 16. 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 CANNOT. C. Unique configuration items have parent-child relations, type Configuration Items 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 items. Answer: A 17. What kind of configuration items would you register as type CIs? A. Configuration items that have been registered by means of a template. B. Configuration items of which at least two are part of your IT infrastructure. C. Configuration items which share at least the same category and main category. D. Configuration items to be managed as a group of identical items. Answer: D 18. For CIs, 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 items only; categories can group both unique and type configuration items. Answer: C 19. Which of the following three supporting processes are essential for formal Service Level Management? Choose 3 that apply. A. Availability management B. Incident management C. Change management D. Cost management Answer: ABC 20. The goal of Service Level Management is to_______________- . A. achieve a common understanding between the customer and the service provider regarding managing expectations and delivering results.

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 B. achieve optimal performance of the IT infrastructure. C. achieve a better relationship between IT and its customers. D. manage individual infrastructure components to achieve high levels of throughput and availability. Answer: A 21. 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. increase user productivity E. obtain agreement on penalties Answer: B 22. Choose two correct ways that workorders are used in combination with the Change Item. Choose 2 that apply. A. The workorder is used to control the overall progress of a change. B. The change 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: BC 23. Which three of the following are examples of view presentation types? Choose 3 that apply. A. Card B. Custom C. Chart D. System E. Table F. Console Answer: ACE 24.Choose the TRUE statement regarding when a CI should be unique. A. Only hardware CIs must be unique. B. Every CI with a serial number should have unique CI. C. Every CI which needs to be identified individually should be unique. D. Generally speaking, only CIs like mail servers, should be unique. Answer: C 25. Which levels of organization can be stored in an organization record? A. external and internal companies B. (internal) companies and workgroups

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 C. companies, departments and employees D. all organizational levels Answer: D 26.What type of persons can be registered in a person record? A. employees and callers only B. employees and specialists only C. external contacts and employees only D. any type of person Answer: D 27. Which two activities are associated with the Helpdesk Management? Choose 2 that apply. A. incident control B. finding root causes of incidents C. providing management information D. getting accurate configuration item data of the whole company Answer: AC 28. Incident Management is comprised of several activities. Choose the three most appropriate activities that apply. A. Communication and promotion of helpdesk activities B. Identification and tracking of Configuration Items C. Support for business operations D. Providing management information E. Implementation and monitoring of changes Answer: ACD 29. IT customers often suspect changes are required to the infrastructure. These requests are initially registered with the ________. A. Change Advisory Board B. change manager C. Help Desk D. system administrator Answer: C 30. Which two factors determine the deadline of a service call or incident in Service Desk when using SLAs? Choose 1 answer that applies. A. impact and priority B. impact and urgency C. urgency and priority

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 D. status and priority Answer: A 31. An item's record ID will always be created after the item record is saved unless ___________. A. the "ID After Creation" box is unchecked in General Settings B. a Database Rule is defined to create the ID when the record is opened and status is "new" C. the user specifies when the record ID is to be created before opening the call D. it is NOT possible to modify when the item record ID is created Answer: A 32. ______actions and ___actions can be created in the Administrator Console -> Business Logic -> Actions section. Choose 2 that apply. A. System B. Overview C. Smart D. Rule E. database Answer: BC 33. What two types of information can be placed in the Smart Action 'Parameters' field to pass on to an application that is being launched? Select one. A. Service Call field names and related field values B. Configuration Item field values and plain text C. Selected Item fields and numeric values D. plain text information and selected Item field values Answer: D 34. Which of the following statements is TRUE regarding Smart Actions? A. A single Smart Action can be used by multiple Service Desk items. B. Smart Actions can launch only one external application directly. C. Smart Actions can only be defined at the user level. D. Smart Actions can only launch DOS applications. Answer: B 35. ____must first be defined before a new Smart Action can be created. A. An overview action B. A service call template C. An external application to launch D. A system action Answer: C

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 36. A practical use of a Smart Action would be to____ . A. create a list of all open calls for a configuration item B. automatically generate multiple configuration item records C. pre-fill data fields within a Service Call D. take over a customer's PC via remote control Answer: D 37. What distinguishes a non-unique configuration item from a unique configuration item? Choose 1 correct answer. A. A unique CI is a physical configuration item. B. A unique CI has a unique search code. C. A unique CI can be tracked individually. D. A unique CI is a logical configuration item. Answer: C 38. A type CI is ___________. A. a group of CIs that are NOT typical for IT purposes - for example, air-conditioning equipment, power supplies, etc. B. a unique CI which requires specific information like serial number, IP address, etc. C. a non-unique CI that usually appears more than once in an organization and can be tracked as a type of CI (like keyboards and software CIs) D. another name of CI category Answer: C 39. Configuration Management is a key process in ITIL. Which of the following processes is essential for keeping the CMDB up-to-date? A. Service Level Management B. Problem Management C. Change Management D. Incident Management E. Contingency Management Answer: C 40. Which of the following statements about Service Desk is FALSE? A. It is possible to change a password from the 'Options' submenu beneath the "Tools' menu in Service Desk. B. A Role can be assigned to a Service Pages (SP) account. C. The Banner program (banner.exe) can be invoked from a Database Rule or from a UI Rule. Answer: B

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