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Exam Code: C2010-040Exam Name: IBM SmartCloud Control Desk V7.5 Change Configuration Release Management Implementation
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Exam Code: A2010-578Exam Name: Assess: Fundamentals of Applying Tivoli Service Availability/Performance Management Solutions V3
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NO.1 When designing a Service Availability and Performance Management solution for a
new customer,
which two steps should be taken to ensure current staff will be able to support the new
products? (Choose
two.)
A. Design a skills matrix that identifies any training gaps
B. Develop a skill set questionnaire based on ITIL standards
C. Identify the skill sets required for each of the new products
D. Create a test to assess support skills for the new products
E. Develop a custom application support education module for the new products
Answer: B,C
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NO.2 Which IBM product can receive events from Nagios and open tickets in HP Service
Desk?
A. IBM Tivoli Monitoring
B. IBM Tivoli Netcool/Impact
C. IBM Tivoli Netcool/OMNIbus
D. IBM Tivoli Composite Application Manager for Applications
Answer: C
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NO.3 Acme Corporation's (ACME) core business is to provide electronic payment services
to financial
institutions and companies worldwide. They serve clients worldwide with local offices in the
Americas,
EMEA, and Asia Pacific. There are data centers located in North America, South America,
China, and
Italy.
One of ACME'S core services is credit card transaction processing (CCTP). At the core of
CCTP are
multiple clusters of application servers running IBM WebSphere. Transactions are stored in a
database
environment running on the mainframe. There are additional distributed databases to the
application
running on Oracle and MS SQL. The clusters of application servers are distributed
throughout the data
centers. The customers' clients connect to the environment Web-based services such as
SOAP, and
message queues such as IBM WebSphere MQ. In addition the client hosts dedicated CCTP
environments for some of its customers.
ACME is experiencing several issues with CCTP. John W. Smith is the Chief Information
Officer (CIO)
and has contacted an outside company to possibly assist with addressing these issues. After
an initial
kick-off call with John W. Smith, he has identified the following individuals as part of his team
that the
outside company will be working with:
Molly Fox - Vice President of Operations
Dennis Boucher- Vice President of Development
Ira Dale - Vice President of Sales
Each of the four data centers has a local operations team which is responsible for
maintaining the local
servers, network devices, connections, and commercial off the shelf (COTS) applications that
CCTP runs
on. The primary North America data center has the worldwide operations center which is
responsible for
worldwide CCTP monitoring (including its own data center) and coordinating with the local
operations
teams. It also houses the worldwide helpdesk which provides Level 1 CCTP issue resolution
and
coordinates response of all CCTP issues (Level 1-3). CCTP application developers (Level 3)
are located
in North America and Ireland.
ACME currently uses Omegamon to monitor the mainframe. HP OpenView, IBM Tivoli
NetView and
Nagios to monitor parts of the network, and SMS and BMC Patrol to monitor the distributed
environment.
The data center in Italy is currently using IBM Tivoli Monitoring, but it has not been rolled out
to CCTP. In
addition, most of the local operations centers use variety of custom scripts and open source
programs to
monitor the COTS and CCTP applications. Each of the local data centers has some sort of
the central
view of their monitoring, but not all of the monitoring is sending events to the central or
worldwide views.
The help desk uses HP Service Manager as its ticketing system.
ACME is experiencing several major issues with CCTP.
The first is that the helpdesks spending too much time in reaction mode (responding to
issues after the
fact).
The second is that credit card transaction processing slows down at random intervals. These
slowdowns
are usually noticed by the client's customers first (as they violate their Service Level
Agreements) and that
the intervals between issues range from hours to weeks.
The third is that there is no central view of the CCTP server and the environment that it runs
on.
ACME would also like to take into consideration implementing or migrating all or a portion of
their
infrastructure into the cloud.
What is a potential question to ask ACME personnel?
A. What are the configuration parameters of Microsoft SQL?
B. Does the solution need to integrate with any ACME systems?
C. What are the configuration parameters of IBM WebSphere Application Server?
D. What are the configuration parameters of IBM WebSphere Application Server MQ?
Answer: B
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NO.4 The chief information officer would be mapped into which functional path?
A. IT Manager
B. Implementer
C. Decision Maker
D. Customer Client
Answer: C
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NO.5 Which IBM product can be used to open help desk tickets in HP Service Manager
based on external
customer data?
A. IBM Tivoli Netcool/Impact
B. IBM Tivoli Netcoot/OMNIbus
C. IBM Tivoli Business Service Manager
D. IBM Tivoli Composite Application Manager for Applications
Answer: A
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NO.6 Which IBM product provides a visual representation of the status of a company's
business lines?
A. IBM Tivoli Monitoring
B. IBM Tivoli Network Manager
C. IBM Tivoli Netcool/OMNIbus
D. IBM Tivoli Business Service Manager
Answer: D
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NO.7 A customer's business is comprised of multiple sites located across the United States.
Each location
specializes in supporting a different part of the infrastructure while sharing the responsibility
for supporting
all business services offered by the organization.
What is the best approach to identify the project goals from key decision makers?
A. Align the customer requirements with the strategic vision of the project sponsors.
B. Recommend a service oriented approach for identifying the project goals across the
organization.
C. Map the tool capabilities from each business location to the project goals identified by the
decision
makers.
D. Interview the decision makers from locations across the organization to ensure all
perspectives are
taken into consideration.
Answer: B
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NO.8 How are business processes identified?
A. Scope of the software
B. Information gathered from end users
C. Information gathered in stakeholder meeting
D. Interviews with the key personnel that help determine the workflow
Answer: D
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