The IBM C9560-680 Exam is challenging and thorough preparation is essential for success. This exam study guide is designed to help you prepare for the Control Desk Fundamentals certification exam. It contains a detailed list of the topics covered on the Professional exam, as well as a detailed list of preparation resources. This study guide for the IBM Control Desk V7.6 Fundamentals will help guide you through the study process for your certification.
C9560-680 IBM Control Desk V7.6 Fundamentals Exam Summary
● Exam Name: IBM Control Desk V7.6 Fundamentals
● Exam Code: C9560-680
● Exam Price: $200 (USD)
● Duration: 90 mins
● Number of Questions: 63
● Passing Score: 44 / 63
● Reference Books: IBM Control Desk
● Schedule Exam: Pearson VUE
● Sample Questions: IBM Control Desk Fundamentals Sample Questions
● Recommended Practice: IBM C9560-680 Certification Practice Exam
Exam Syllabus: C9560-680 IBM Certified Associate - IBM Control Desk v7.6
1. IBM Control Desk Concepts (21%)
- Explain Service Management Concepts and their interdependencies.
- Explain the processes and capabilities of Service Desk and Self Service.
- Explain the processes and capabilities of Service Catalog and Self Service.
- Explain the capabilities of Configuration Management, Change Management and Release Management.
- Explain the capabilities of IT Asset Management (hardware and software).
2. General Installation and Deployment IBM Control Desk (14%)
- Describe the various offering types (IBM Control Desk, IBM Control Desk Internal Service Provider, IBM Control Desk External Service Provider).
- Describe the various deployment options (On Cloud/SaaS, On Premises).
- Understand the installation process and steps.
- Explain the general architecture of IBM Control Desk on the different deployment options.
- Explain the methods and tools that support external integration ( ITIC, Integration Framework, IBM Security Directory Integrator (previously TDI), etc).
3. Configure IBM Control Desk (35%)
- Explain the security options including people and users for IBM Control Desk.
- Perform the initial configuration which includes IT foundation data (organization, sites, etc.)
- Understand report administration, security and reporting capabilities.
- Explain the IBM Control Desk options for logging (serviceability logging).
- Summarize the system configuration options (system properties, cron tasks, etc).
- Explain how workflows and escalations can be configured.
- Perform UI changes and database configuration modifications.
4. Usage of IBM Control Desk (30%)
- Demonstrate knowledge of basic navigation and UI usage.
- Perform Service Desk Management.
- Demonstrate knowledge of managing IT hardware and software assets.
- Demonstrate knowledge of Configuration Management, Change Management and Release Management.
- Perform troubleshooting and problem determination on IBM Control Desk.
- Create ad-hoc reports and run system reports.
IBM C9560-680 Certification Sample Questions and Answers
To make you familiar with IBM Control Desk V7.6 Fundamentals (C9560-680) certification exam structure, we have prepared this sample question set. We suggest you try ourSample Questions for Control Desk Fundamentals C9560-680 Certification to test your understanding of IBM C9560-680 process with real IBM certification exam environment.
C9560-680 IBM Control Desk V7.6 Fundamentals Sample Questions:-
01. Which statement is true regarding IBM SmartCloud Control Desk V7.5 (SCCD) Interaction?
a) External applications must be Web service enabled to work with SCCD interaction.
b) Interaction is created in the Invocation Channels application.
c) Interaction is created in the Create Interaction application by selecting the New icon.
d) Interaction cannot save returned data from external applications to the SCCD database.
02. What is the purpose of the Reconciliation Cron task?
a) to update only configuration items (CIs) with information from Actual CIs
b) to identify any differences between CIs and Actual CIs
c) to update only assets with information from deployed assets
d) to update both CIs and assets with information from Actual CIs and deployed assets
03. What are the steps to enable or disable the new record dialog for the Change application?
a) In the Application Designer add sigoption to show or hide the New Record Dialog.
b) In the Change Application select Action > Use/Disable New Record Dialog, and set Use With to 1 or 0.
c) In the System Properties application, find the property name pmchg.chang.usecreatedialog, set the Global Value to 1 or 0, and perform a live refresh.
d) In Security Groups select Action > Global Data Restrictions, in the Object Restrictions tab add or remove wochange object.
04. Using the Global Search application, which three record types can a user search across?
(Choose three.)
a) Change
b) Incident
c) Solution
d) Location
e) Service Request
f) Configuration Item
05. If the Self Service Center application is not security enabled for use by an end user, which two applications can be used to create a service request?
(Choose two.)
a) Offering Catalog
b) Process Request
c) Create Requisition
d) Create Service Request
e) Mobile Create Service Request
06. In what situation can a currency code not be deleted?
a) The currency is specified as the base currency for a site.
b) The currency code is used in a currency field on a record in any status.
c) A currency code cannot be deleted.
d) The currency is used in an active exchange rate in the Exchange Rates application.
07. Which statement is true regarding the Quick Configuration application?
a) The Quick Configuration information can be submitted only once.
b) The Quick Configuration can setup multiple sites within one organization.
c) IBM SmartCloud Control Desk cannot be started until the Quick Configuration is performed.
d) By default only users that are members of the MAXADMIN group can perform the Quick Configuration.
08. Which action in the Self Service Center would an end user select to create an informational service request using IBM SmartCloud Control Desk V7.5?
a) Create Request
b) Report an Issue
c) Frequent Request
d) Request New Service
09. Where can a user see a graphical view of Changes and Releases scheduled?
a) Work Orders module, Schedule application
b) Change module, Change Schedule application
c) Change module, Change Window Calendars application
d) Planning and Scheduling module, Work Orders Schedule application
10. Knowledge management is a common process within a service desk and in service management. Information Technology Infrastructure Library represents this in what process or functional area?
a) Design
b) Strategy
c) Transition
d) Operation
Answers:-
Answer 1:- a
Answer 2:- b
Answer 3:- c
Answer 4:- b, c, e
Answer 5:- d, e
Answer 6:- d
Answer 7:- d
Answer 8:- a
Answer 9:- b
Answer 10:- c