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Test C2010-652: IBM SmartCloud Control Desk V7.5 Fundamentals


Section 1: SmartCloud Control Desk Concepts


  1. Given a customer's need to understand service management, explain the service management concepts so that the customer understands how service management can work within SmartCloud Control Desk.
    With emphasis on performing the following tasks:

    1. Service management concepts are often defined through a framework of IT Infrastructure Library (ITIL), SmartCloud Control Desk is structured and certified in alignment with ITIL framework.

    2. Service management starts with understanding the customer and works backward into the management changes needed in operations and then within development

    3. Services: a means of delivering value to customers (internal) by facilitating outcomes, customers want to achieve without the ownership of the service assets and risks

    4. Service management is defined as a set of specialized organizational capabilities for providing value to customers in the form of services.

    5. Service management has several areas of specialty, strategy, design, transition, operation ,and continual improvement.

    6. Service management allows or enables an organization to be effective and productive.

    7. Wide adoption of good practices to establish and improve service capabilities.

    8. The ability to provide services by using functions and processes to manage the service throughout a lifecycle.

  2. Given the need to understand service desk processes, discuss the different ticket types, the related processes and common tasks so that service desk processes are understood in the context of SmartCloud Control Desk.
    With emphasis on performing the following tasks:

    1. List the different ticket types: Service Requests, Incidents, and Problems are types of tickets.

    2. Describe different types of tickets and their purpose:

      1. Service Request: A service request is created to capture and resolve requests from customers or requestors. The request can be to resolve an issue, obtain a new service, obtain information or change a current service. Either a service desk agent or a customer can create a service request.

      2. Incident : an incident is created to capture any event that is not part of the standard operation of a service and that causes or might cause an interruption to or reduction in the quality of service. Sources of incidents include Users, Operations and network/system management tools. The goal of incident management is to restore normal service operation as quickly as possible.

      3. Problem: a problem record is created to capture an unknown, underlying cause of one or more incidents. The goal of problem management is to minimize the adverse effect on the business of incidents and problems by identifying errors in infrastructure, and to proactively prevent the occurrence of incidents, problems and errors.

    3. Explain Service Fulfillment process:

      1. Purpose of Service Request Fulfillment process: to provide a channel for users to request and receive service, to provide information to users and customers about services.

      2. Main process activities: Menu Selection, Financial Approval, Fulfillment, Closure.

      3. Inputs to Service Request Fulfillment process, including Service Desk users, Incident Management.

      4. Outputs of service request management process include request for change for request fulfillment, communication to customer

      5. Roles of service request fulfillment: service desk agent, service desk manager.

    4. Explain Incident Management process:

      1. Purpose of Incident Management process: to restore normal service operation as quickly as possible and minimize the adverse impact on business operations.

      2. Main process activities: Identification, Logging, Categorization, Prioritization, Initial diagnosis, Escalation, Investigation, Resolution, Closure.

      3. Primary inputs to Incident Management process are Event Management, User, Technical staff.

      4. Primary outputs of Incident Management process are request for change for Incident resolution, resolved and closed incident.

      5. Roles of incident management: Incident Manager, Service Desk Manager, Service Desk agent, Nth-line support.

    5. Explain Problem Management process:

      1. Purpose of Problem Management process: to prevent problems and resulting incidents from happening, to eliminate recurring incidents and to minimize the impact of incidents that cannot be prevented.

      2. Main process activities: Problem detection, Logging, Categorization, Prioritization, Investigation and Diagnosis, Workarounds, Raising a known error record, Resolution, Closure.

      3. Primary inputs to Problem Management process are recurring incidents, proactive processes such as Capacity or Availability Management.

      4. Primary outputs of Incident Management process are Known Errors, Request for Changes, Work arounds.

      5. Roles of Problem Management: Problem manager, Problem solving groups.

    6. List common ticket tasks : many aspects of working with a ticket are similar regardless of the type of ticket.

      1. Global Search allows to search across different ticket applications at the same time.

      2. Priority Matrix allows to manage prioity of tickets based on Impacts and Urgency.

      3. Solutions allow to search, apply, or create a predefined response to a common ticket.

      4. Service Level Agreements can be applied to tickets to ensure agreed level of IT service is provided.

  3. Given the customers need to understand service catalog, explain the Service Catalog processes so that the customer understands how Service Catalog enables requestors to shop for published IT and other service offerings in an easily accessible and searchable manner.
    With emphasis on performing the following tasks:

    1. The Service Catalog : An overviewIt enables requestors to shop for published IT and other service offerings in an easily accessible and searchable manner. It works like many of the online shopping sites where a product can be selected, added to a shopping cart, and purchased. Internally, the catalog contains structured processes that manage the manner in which each service is delivered.

    2. The Service Catalog process is composed of three steps

      1. Designing and Publishing Services - Offerings and catalogs are created and published.-Offering: It refers to an item which can be ordered by a user. Offerings can initiate a workflow, launch another application, or display information to a user. -Catalog: A container for one or more offerings that can be requested by a user. Catalogs are created to help organize offerings.

      2. Shopping and Requesting Services - Focus on the shopping experience.-Shopping Cart: Container used to hold offerings the user intends to order

      3. Fulfillment of Service Requests - The selected offerings are approved and fulfilled. -Catalog Request: One or more offerings that have been ordered by a service requester. -Work Order / Process Objects: The service request can generate work orders with pre-defined job plans for service requests that can be fulfilled. It can also generate objects like incidents, problems, change and release requests, and additional service requests.

  4. Given a customer's need to understand Change, Configuration, and Release management processes, discuss the different work order types, related processes and common work management tasks so that Service Transition processes are understood in the context of SmartCloud Control Desk.
    With emphasis on performing the following tasks:

    1. Explain Change Management process.

      1. Change Management process objective is to respond to changing business requirements while maximizing value and reducing incidents, disruption and re-work.

      2. Main process activities are create and record Requests for Change, Review, Assessment and Evaluation, Authorization, Coordination of the implementation, Review, Closure.

      3. Primary inputs to Change Management process are Service Disruption, Known error, Service Strategy, Change proposal.

      4. Primary outputs of Change management are Rejected RFCs, Approved Changes, Change to the services.

      5. Roles of Change Management are Change Manager, Change Authority, Change Advisory Board (CAB).

    2. Explain Release Management process.

      1. Release Management process objective is to deploy releases into production and establish effective use of service in order to deliver value to the customer and be able to handover to service operations.

      2. Main process activities are Planning, Build and Test, Transfer, Deployment and Retirement, Verification, Early life support, Review, Closure.

      3. Primary inputs to change management process are Authorized changes, Operation plans, and standards.

      4. Primary outputs of Release management are Deployed changes, New or Changed Service.

      5. Roles of Release management are Release and Deployment Manager, Deployment Staff, Release Packaging and Build Manager.

    3. List the types of work orders that are managed by Change and Release processes .

      1. Change records allow to plan, review, and report actuals for implementing changes or deploying new standard configuration for existing assets.

      2. Release records allow to plan, review, and prepare for large batch of changes to assets.

    4. List common work orders management tasks.

      1. Work Order management plans allow to create tasks for the work order, and to specify estimates for labor, craft, materials, services, and tools.

      2. Scheduler allows to manage and schedule tasks.

      3. Assignment manager allows to dispatch labor.

    5. Explain Configuration Management process.

      1. Configuration management process objective is to define and control the components of services and infrastructure, and maintain accurate configuration information on the historical, planned and current state of the services and infrastructure.

      2. Main process activities are Management and Planning, Configuration Identification, Configuration Control, Status Accounting and Reporting, Verification and Auditing.

      3. Primary inputs to Configuration management process, are Change requests, Acquisitions, Service Requests.

      4. Primary outputs of Configuration management are CIs, attributes and Relationships, input to all Service Management processes.

      5. Roles of Configuration management are Configuration manager, Configuration librarian, Configuration auditor.

    6. Explain the two Configuration Management processes predefined by SmartCloud Control Desk.

      1. Update configuration items(CIs) that consists in updating one or more Configuration Items.

      2. Audit CIs that consists in comparing the "as built" and "as planned" versions of CIs, investigating discrepenscies, and taking action on the results, in order to identify unauthorized changes or failures to cary out approved changed requests.

    7. Describe CIs that are managed by Configuration management processes.

      1. A CI is any service component, infrastructure element, or other item that needs to be managed in order to ensure the successful delivery of services.

      2. Each CI has several characteristics: A classification, Attributes, A status value, Relationships, an owner.

  5. Given the customers need to manage their IT Asset, explain the IT Asset management processes so that the customer understands how IBM SmartCloud Control Desk can manage hardware and software assets by using the IT asset management lifecycle from planning to retirement.
    With emphasis on performing the following tasks:

    1. Full asset lifecycle management:

      1. IBM Smart Cloud Control Desk can manage hardware and software assets by using the IT asset management lifecycle from planning to retirement

      2. Lifecycle phases include: Plan, Acquire, Deploy, Maintain and Retire.-Plan: In the Plan phase, a company formulates a budget and an associated schedule for hardware and software acquisitions. The technology refresh cycle indicates when existing assets need to be replaced based on company policy. Stockrooms are used to keep spares and check inventory before a purchase is made.-Acquire: In the Acquire phase, the asset is purchased and created in the application. An established purchase order approval process expedites and controls purchasing. Assets can be created from a PO, receipt of an asset into inventory, or directly from a vendor. -Deploy: In the Deployment phase, assets are assigned to an employee, project, or business unit. Employee information, including location, is received from Human Resources (HR). The status of the asset is tracked as it moves throughout the IT asset management lifecycle. Communication with the user provides a smoother deployment. Integration with the Service Desk can generate service tickets for the technician.-Maintain: In the Maintain phase, asset reconciliation occurs between what is discovered and what has been purchased. Installations, moves, additions, and changes (IMAC) must be recorded. Integration with Change Manager provides more robust change management processes, such as requests for change (RFC) to be implemented. During the Maintain phase, asset costs are managed by software license compliance, monitoring stock rooms, and viewing software use.-Retire: In the Retire phase, an asset has reached its end of life. The asset can be disposed of, auctioned, donated, sold to an employee, returned to a leasing company, or purchased.

    2. Financial Management:

      1. A purchase request is a request issued internally to a purchasing department to order materials or services.

      2. Request for quotations - Used to request price quotations from vendors for items or services. Can create a purchase order when awarding the quotation to a vendor.

      3. Purchase orders is an authorized order of hardware or software from a purchasing agent or department to an internal supplier or external vendor.

      4. Receiving - Use the Receiving application to receive materials (software and hardware) and services from purchase orders.

      5. Invoices - An invoice is a bill from a vendor for delivered products or services. Use the Invoices application to record invoices, debit notes, and credit notes from vendors and to match invoice details against POs and receipts.

    3. Full support for software license management along with asset management

      1. Find the software that I have deployed.

      2. Helps verify if the agreements and contracts are efficient.

      3. Provides information on expiration of lease, support, and warranty agreements.

    4. Audit Readiness -Identifies underutilized or over utilized software to reduce costs from over purchasing and to reduce risk to under purchasing.

      1. Reconciliation module applications can be used to reconcile authorized asset data with deployed asset data that is gathered by asset discovery tools.

      2. Licenses application can be used to define the entitlements for software within the enterprise.

      3. License Audit reports can be used to compare what you have purchased to what you have deployed.

  6. Given the customers need to reconcile assets and CIs, explain the reconciliation process so that the customer understands how SmartCloud Control Desk will help to maintain accurate information.
    With emphasis on performing the following tasks:

    1. Use the Reconciliation module applications to configure the reconciliation process, schedule the reconciliation, and view the results of the comparison.

    2. Reconciliation can be performed between :

      1. Assets and deployed assets.

      2. CI and authorized CI.

      3. Assets and CI.

    3. A CI is any service component, infrastructure element, or other item that needs to be managed in order to ensure the successful delivery of services.

  7. Given the customers need to understand the end to end interaction within the service management processes, explain how SmartCloud Control Desk manages these interactions so that how SmartCloud Control Desk processes interlock and support each other by design and allows interaction from the beginning to end of each process.
    With emphasis on performing the following tasks:

    1. Service Management envelopes many business processes the ITIL library sets them into structure, of Service strategy, design, transition, operations, and continual service improvement.

    2. SmartCloud Control Desk focuses on processes in self-service (Self Help), service request and incident, along with problem and change/release management. These are added to with asset management, which includes contract and procurement.

    3. Services begin with a Self Service Center, (Self help) these service requests are flowed through automation or the service desk along with incidents allowing for resolution to challenges. The root cause of these can be reviewed through problem management.

    4. Additional processes are surrounding these such as change, or configuration management which support the services, full cycle to ensure the infrastructure is enabled and stable.

    5. The IT asset management lifecycle includes request to retirement and as well is a supporting structure to the service desk, incident, as well as all supporting services.

    6. Service management processes and flows are support throughout the SmartCloud Control Desk allowing the too set to support the organizations business processes and optimize output.

    7. All processes within SmartCloud Control Desk interlock and support each other by design and allow interaction from the beginning and end of each process individually.


Section 2: General Installation and Deployment


  1. Given that multiple offerings are available for SmartCloud Control Desk deployment, identify and explain the purpose of each so that the appropriate deployment methodology can be recommended to the customer.
    With emphasis on performing the following tasks:

    1. Describe SmartCloud Control Desk Entry Edition offering:

      1. The Entry edition provides a subset of the applications and features that are provided with IBM SmartCloud Control Desk. It features a simplified service desk; streamlined, easy-to-use applications for managing incidents and service requests; basic problem and solution management features; and a limited change management process with a simplified application for managing changes. This edition does not include asset management features, a service catalog, or the configuration management database (CMDB).

    2. Describe the SmartCloud Control Desk offering:

      1. This edition provides a comprehensive range of product features. Users can use special tools to import and discover assets and configuration items (CIs) across the data center; manage licenses, including software contracts; manage assets, changes, releases, and configuration; operate a full-featured service catalog and service desk; and generate and manage incidents and problems. This edition includes several sophisticated workflows that enable you to direct IT processes in predictable, repeatable ways, along with integration and customization capabilities. In addition, it includes the CMDB for storing and managing data.

    3. Describe the Service Provider offering:

      1. The Service Provider edition contains all of the features and functionality provided in SmartCloud Control Desk. In addition, this edition includes applications and capabilities that are specifically designed for service providers who are managing the data centers of multiple customers.

  2. Given that the SmartCloud Control Desk deployment has multiple installations options, explain the various options so that the appropriate deployment type can be recommended to the customer.
    With emphasis on performing the following tasks:

    1. Define why ,SmartCloud Control Desk would be installed by using the SaaS model.

      1. SaaS is Software as a Service installation which goes through the Web-based cloud infrastructure administered by IBM.

      2. The Entry and Service Provider editions are not available in the IBM-hosted deployment option.

    2. Define why SmartCloud Control Desk would be installed by using the VM model.

      1. Virtual Machine image installation.

      2. When you purchase the SmartCloud Control Desk VM image, you are also entitled to install the product as an enterprise solution. For example, you can deploy a VM image for your development or test environment and perform a traditional installation for your production environment.

      3. The quickly installable VM image contains the Entry edition. After you deploy the VM image, you can run the installer to move up to the edition that you have purchased, SmartCloud Control Desk or IBM SmartCloud Control Desk - Service Provider Edition.

    3. Define why SmartCloud Control Desk would be installed using the Enterprise method.

      1. Enterprise installation uses Launchpad on a client workstation.

      2. When you install as an enterprise solution, you can install any product edition.

  3. Given that the SmartCloud Control Desk deployment method has been determined, summarize the installation process and steps so that the individual has an understanding of a SmartCloud Control Desk installation.
    With emphasis on performing the following tasks:

    1. Define the use of the SmartCloud Control Desk launchpad.

      1. 32 bit launchpad is used to launch on a Windows or Linux 32 bit operating system.

      2. 64 bit launchpad is used to launch on a Windows or Linux 64 bit operation system.

    2. Identify the software components used with SmartCloud Control Desk installation.

      1. Identify the Application Server(s) used - IBM Websphere, Oracle BEA Weblogic.

      2. Identify the Webserver(s) used - IBM HTTP Server, Oracle BEA Weblogic.

      3. Identify the Directory Server (s) used - IBM Directory Server, Microsoft Active Directory (LDAP) #Identify the Database(s) used - IBM DB2, Oracle or SQL Server.

    3. Define order of steps that SmartCloud Control Desk is installed.

      1. Review the installation documentation.

      2. Install SmartCloud Control Desk.-Run the middleware system requirement test.-Install the middleware.-Install IBM SmartCloud Control Desk 7.5.x.-Install IBM Tivoli Integration Composer.-Install Deployer Workbench.

  4. Given that all required resources for completing system installation were provided, explain SmartCloud Control Desk architecture so that the engineer is ready to propose a SmartCloud Control Desk architecture to the customer.
    With emphasis on performing the following tasks:

    1. Administrative workstation

      1. Administrative workstation is required for the initial installation and configuration of SmartCloud Control Desk.

      2. It can run on UNIX or Windows operating system.

      3. The administrative workstation is where the product EAR files are built and later deployed to the application server.

      4. The administrative workstation is used in all phases of the product life cycle to install program fixes, product upgrades, new applications, new process managers, and additional language packs.

    2. There are several SmartCloud Control Desk middleware products that can be deployed. If there is a need existing resourcescan be reused and configured either manually or using the SmartCloud Control Deskinstallation programs. SmartCloud Control Desk works with various databases and J2EE server software. By default product comes with IBM DB2® and IBM WebSphere® Application Server Network Deployment. The middleware includes following software.

      1. Database server-SmartCloud Control Desk uses the Maximo® database to store details about the attributes and history of each CI and the details about the relationships between CIs. A database is a required component for deploying SmartCloud Control Desk.-Installation application allows for installing a new instance of DB2® 9.7 using the middleware installation program, or using a preexisting instance of DB2 9.5, or DB2 9.7. -There is a possibility to use Microsoft SQL Server or Oracle for your SmartCloud Control Desk deployment, but you must install and configure them manually.

      2. Directory server-The directory server is an optional component that can be used to secure SmartCloud Control Desk if you choose to use an LDAP server for security.-Installation application provides a choice of installing a new instance of IBM® Tivoli® Directory Server 6.3 for Windows and UNIX, or using a preexisting IBM Tivoli Directory Server or Microsoft Active Directory server.

      3. J2EE server-The J2EE server is the application server used to serve and manage the SmartCloud Control Desk application.-The J2EE server can optionally be secured with a IBM Tivoli Directory Server or Microsoft Active Directory directory server.-Default SmartCloud Control Desk installation comes with WebSphere® Application Server.-SmartCloud Control Desk can be deployed with Oracle WebLogic Server.

      4. HTTP Server-By default SmartCloud Control Desk installation comes with IBM HTTP Server that is full-featured web server often included with other products such as WebSphere Application Server.

  5. Given that SmartCloud Control Desk product has been installed and all initial data configuration has been done and all required 3rd party components were deployed and configured, explain the points of external integration so that the customer understands the externals points of integration.
    With emphasis on performing the following tasks:

    1. IBM Tivoli Integration Composer (ITIC)

      1. ITIC is separately installed integration tool that imports data from external data sources into the Maximo database tables.

      2. ITIC is used to import hardware and software inventory data from a discovery tool database into the Deployed Asset, Actual CI, or (for the purposes of asset initialization) Asset tables in the Maximo database Migration Manager.

    2. Deployer's Workbench.

      1. The Deployer's Workbench is a separately installed, Eclipse-based workbench that provides tools designed to help creating CI spaces.

      2. Deployer's Workbench provides views and editors that facilitate the definition of each part of the CI space.

      3. It includes default best-practice authorized CI space definitions to assist you in getting started creating authorized CI space.

    3. Integration framework

      1. The integration framework provides functionality of integrating application data with other applications, either within the enterprise or with external systems.

      2. The integration framework provides multiple options for sending and receiving data.-Load flat files. -Synchronize master data between a product application and an external ERP application.-Use Web services to enable real-time querying of product application data by an external application.-Call an external application to validate data that is entered in a product application.

    4. Migration Manager

      1. Use Migration Manager to migrate configuration content from one product environment to another.

      2. Typically migrate configuration content from a development environment to a test environment and then to a production environment.-To migrate the configuration content, you organize it into packages.-The packages go through a series of steps that make up the migration process.-Some steps occur in the originating environment, called the source environment, and some steps occur in the destination environment, called the target environment.

      3. Launch in context.

      4. The IBM Launch in Context service is an action service that will launch an IBM external Web site.

      5. The IBM external URL is specified by a SmartCloud Control Desk Launch-in-Context entry.

    5. Application types that can be integrated with SmartCloud Control Desk:

      1. Instant Messaging tools

      2. Computer Telephony Systems

      3. Network Monitoring

      4. Discovery Tools

      5. ERP Systems

      6. Service Desk


Section 3: Configure SmartCloud Control Desk


  1. Given SmartCloud Control Desk has been installed, discuss the security options available so that authentication and authorization procedures can be established.
    With emphasis on performing the following tasks:

    1. List the installation SmartCloud Control Desk security options.

      1. Describe the security structure using the application server and LDAP for authentication and user/group management approach.-With this option, you created all users and security groups in your directory (LDAP Server).The information from the directory server is updated in your Maximo database by using a cron task.With this option, you can create additional security groups and assign group membership in Maximo.All users must be added in the directory-adding users is not allowed in Maximo. Information entered in Maximo is never propagated to your directory.This option requires application security to already be enabled in Websphere.

      2. Describe the security structure using the application server and LDAP for authentication only.-With this option, you can create your users and groups in the directory (LDAP) server or in Maximo.The information from the directory server is updated in your Maximo Database cron task.With this option, you can create additional users, security group memberships in Maximo.Information entered in Maximo is never propagated to your directory.This option requires application security to already be enabled in Websphere.

      3. Describe the security struction using the Maximo internal authenticationWith this option, a directory server is not required.You create and manage users and groups in the Users and Security Groups applications, separately from any corporate user data you might have.

    2. Describe VMMSYNC cron task and LDAPSYNC cron task used with application server security.

      1. Go to applications->System Configuration->Platform. Configuration ->Cron Task Setup.

      2. Open the main menu list of cron tasks.

      3. VMMSYNCWebSphere Application Server, data synchronization is governed by the federated repositories which are managed by Virtual Member Manager (VMM) and the VMMSYNC cron task. The VMM and LDAPSYNC cron tasks fully synchronize all users and groups.

      4. LDAPSYNC Oracle WebLogic Server, data synchronization is managed by the LDAPSYNC cron task which synchronizes users and groups incrementally. Incremental synchronization can help with performance and planning.

    3. Describe a single sign-on environment.

      1. When you enable application server security, you can use a single sign-on environment. This environment enables a user to provide one name and password to access multiple applications.

      2. Describe Security Groups applications.

      3. You can grant users access to specific applications to refine security measures. Users can have read, insert, save, and delete access to an application. The application access of a security group is linked to site access. You can give a security group access to all sites, access to specific sites, or no access to sites.

  2. Given that SmartCloud Control Desk has been installed, perform initial configuration so that currency codes, organizations and sites, service catalog and work types have been created and configured.
    With emphasis on performing the following tasks:

    1. Create currency codes:

      1. Open the Currency Code application for Users by selecting Go To -> Financial -> Currency Code.

      2. Click New Row.

      3. Enter a currency name. For example, USD.

      4. Click the Save icon.

    2. Configure Organization and sites:

      1. Open the Sets application for Users by selecting Go To -> Administration -> Sets.

      2. Click New Row.

      3. Enter an item name. For example, IT Items.

      4. Enter ITEM in the Type field.

      5. Click New Row.

      6. Enter a company set name. For example, IT Comps.

      7. Enter COMPANY in the Type field.

      8. Click the Save icon.

    3. Create Organization:

      1. Open the Organizations application by selecting Go To -> Administration -> Organizations.

      2. Click the New Organization icon in the tool bar.

      3. Enter an organization name in the Organization field. For example, ENGLENA.

      4. Enter the base currency you defined in the Base Currency 1 field. For example, USD.

      5. Enter the item set you defined in the Item Set field. For example, IT Items.

      6. Enter the company set you defined in the Company Set field. For example, IT Comps.

      7. Enter the default item status of PENDING in the Default Item Status field.

      8. Click the Sites tab.

      9. Click New Row.

      10. Enter a site name in the Site field. For example, B901.

      11. Click the Save icon.

    4. Configure service Catalog Content:

      1. Open the Quick Configuration application by selecting Go To -> System Configuration -> Platform Configuration -> Quick Configuration.

      2. Select the Service Catalog Content Configuration tab.

      3. Go to the Service Catalog Organization ID field and use the lookup to select the Organization you want to use as the default for Service Catalog content.

      4. Go to the Service Catalog Site ID field and select the Site to be used as the default.

      5. Go to the Service Catalog Set ID field and select the Set to be used as the default.

      6. Click Submit to start the configuration process.

      7. When the process completes, a log is available in the Script Logs table.

    5. Create Work types:

      1. Open the Organizations application (Administration > Organizations).

      2. Search for an organization that you created.

      3. Click the name of the organization to open the record for that organization.

      4. Select the Work Order Options -> Work Type action.

      5. Click New Row.

      6. Select CHANGE as the Work Order class.

      7. Enter a value for Work Type that describes a type of change that will be created. For example, you might create Work Types of MINOR, MAJOR, and SIG to designate minor, major, and significant changes. Work type names are limited to five characters in length.

      8. Set Start Status as INPRG.

      9. Set Complete Status as COMP.

      10. Click OK.

      11. Add new rows and create other work types as needed.

      12. Click Save.

      13. Open the WebSphere® Application Server Administrative Console and restart the MXServer application server.

  3. Given the SmartCloud Control Desk product is installed, the organization needs to start the basic configuration of setting up the core data for an organization and site so that the system core data will be configured allowing the business to quickly use the software, no data will be loaded.
    With emphasis on performing the following tasks:

    1. The Quick Configuration application enables the business to quickly and easily set up key configuration settings such as organizations and sites. This application can also be used to load data.

      1. The Quick Configuration application is available for members of the MAXADMIN security group, by default.

      2. A limitation is that it can only be used for one site and one org. It is not multi-site enabled.

    2. SmartCloud Control Desk is started and users can log in.

    3. Launch the Quick Configuration application directly from a link on the MAXADMIN Start Center or by navigating to Go To -> System Configuration -> Platform Configuration -> Quick Configuration.

    4. The Quick Configuration application provides simple wizard-style input parameter tabs focused on driving particular setup scenarios.

    5. Org and Site Configuration

      1. Create specified objects, IDs, and descriptions, and enable these for use in Service Requests and other artifacts that reference organizations and sites. In addition, use this tab to configure the structural changes needed in the database in order to store the GL account code in various artifacts.

    6. Service Catalog Content Configuration

      1. With the VM Image or IBM-hosted deployment models, to configure organizations and other data to be used with the Service Catalog content provided with the product. This tab is not available in all product configurations.

    7. Data Loading

      1. Enter persons, assets, locations, and configuration items into the product database.

    8. Restart server.

    9. The VM Image or IBM-hosted deployment models, to restart your J2EE server or database server if needed.

      1. This tab is not available in all product configurations.

  4. Given that SmartCloud Control Desk has been installed, familiarize with available loggers so that SmartCloud Control Desk can be used to troubleshoot any service management, Change configuration, incident and release management or asset management issues
    With emphasis on performing the following tasks:

    1. Know asset management loggers.

      1. Asset Management has two loggers: the parent logger AssetManagement and the child logger AssetManagementCrons. The AssetManagementCrons is used for all cron tasks (deployed asset promotion, asset management process related escalation ,software catalog import ,reconciliation cron task ).

      2. Other application loggers are available such as: Software Contract, Deployed Software, Software Catalog, Deployed Assets, License, and Reconciliation

      3. Go to System Configuration->Platform Configuration -> Logging

    2. Know Service management loggers.

      1. Service Management application has the parent logger tsrm and child loggers for individual applications (offering, catalog, shopping, common, service request, incident, problem, solution, search and survey)

      2. Go to System Configuration ->Platform Configuration ->Logging

    3. Know Change, Release and configuration management Loggers.

      1. CCMDB has the parent logger ccmdb and child loggers for individual applications ( uiwidgets , ci ,change, release , configuration, multithreading ,common).

      2. Go to System Configuration ->Platform Configuration -> Logging

  5. Given that SmartCloud Control Desk product has been installed, and the initial data configuration has been done, review and apply changes to the basic system configuration options so that the customer can utilize SmartCloud Control Desk in support of their business processes.
    With emphasis on performing the following tasks:

    1. Communication templates:

      1. Communication templates are used to standardize frequently used email notifications. Communication templates can be used in several areas such as workflows escalations. Email communications can be also create and send from the ticket applications by using standardized information from communication templates.

      2. Communication Templates application allows to attach many types of document files to communication templates.

      3. It allows adding recipients to communication templates.

      4. It allows using substitution variables in the Subject field and in the Message field.

      5. You can choose from four types of recipients: roles, persons, person groups, and email addresses.

    2. Escalations:

      1. Escalations are used to ensure that critical tasks, such as those defined in service level agreements, are completed on time. They can be used also for events that notifies before contracts expire, or to change the status or owner of a record. Escalations can be used with any application. Escalations help businesses comply with service level agreement commitments by proactively avoiding service level agreement violations.

      2. An escalation is a mechanism for monitoring time-sensitive records. Escalations can take actions or send notifications when a record reaches a defined escalation point.

      3. Template-based communication uses all the features that are available in a communication template, including attachments.

    3. E-mail listeners:

      1. The E-mail Listeners mechanism allows receive and process service requests and other types of tickets using e-mail messages. It can create or update tickets.

      2. The E-mail Listeners mechanism can poll multiple e-mail accounts to retrieve messages. Each account is checked at defined periodic intervals.

      3. The application supports the following features:-Embedded and normal message attachments-POP3 and IMAP e-mail protocols

      4. The E-mail Listeners application cannot process encrypted or digitally signed e-mail messages.

      5. All communications from the originators of the e-mail messages are captured in the service request, incident, or problem communication log.

    4. Cron tasks:

      1. Cron tasks are behind-the-scene jobs that run automatically and on a fixed schedule. #SmartCloud Control Desk comes with set of default cron tasks, but provides also possibility to create custom cron tasks.

      2. With Cron Task application one can reschedule cron tasks and change parameter values without stopping and restarting the server.

      3. Cron Tasks application allows to create cron tasks and cron task instances, remove cron tasks or cron task instances, change cron task parameters.

    5. Domains:

      1. Some fields in the system are associated with select value lists from which users choose an appropriate value. These lists of defined values are known as domains (sometimes referred to as value lists). The system uses many domains in its applications.

      2. One can add domains or modify existing ones to fit with business practices.

    6. Log files:

      1. Log files are used to save the informational, warning, or error messages about the system. One can also manage the logging process and the format of the log files across the organization.

      2. There are several tasks relating to managing the log files, such as specifying log file formats and locations, and associating loggers with appenders.

    7. Attachments:

      1. Important information can be attached to a record (or to a task on a record) in the form of a file or a URL address.

      2. Attached documents can be located in company network, on the Internet, or in a Document Management System. Documents can include text files, spreadsheets, and diagrams.

      3. Attached Documents action, found in most system applications, can be used to create a document library and to organize documents into folders

      4. System can be configured to store attached document files on the same server as the application server that is running the system. It can also store attached document files on other servers.

    8. Bulletin boards:

      1. Bulletin boards are used to post messages about critical problems and incidents, and to broadcast information throughout an organization.

      2. Bulletin boards can also view communication logs from service desk agents and their users, and communications that are generated by workflow processes and escalations.

      3. Bulletin board messages, allows specifying the audience for the messages, and performing other tasks.

    9. Calendars:

      1. Calendars are used to define working times or shifts.

      2. A calendar can specify non-working time, such as weekends, holidays, and shutdowns.

      3. An Organization can use multiple calendars to manage shifts, working time, and non-working time.

    10. Classifications:

      1. Classifications identify and characterize similar objects.

      2. A classification can describe an event, such as a broken window or a hard disk failure.

      3. There is a possibility to associate set of attributes with particular classification.

    11. Chart of accounts:

      1. Chart of Accounts application is used to set up default general ledger accounts and resource codes for standard accounting functions.

      2. Default general ledger accounts and resource codes should be set up for standard accounting functions.

    12. Currency codes:

      1. Currency codes allow defining and managing currencies that are used in purchase orders, purchase requisitions, invoices, and so on.

      2. A currency code record consists of a currency code, its description, and a setting specifying availability.

    13. System properties:

      1. SmartCloud Control Desk provides application to manage system properties.

      2. Values of the system properties are used by various SmartCloud Control Desk components to control how the applications and other aspects of the product work.

      3. A system property is a key-value pair that is used at the system level.


Section 4:Usage


  1. Given access to SmartCloud Control Desk, discuss the features of the application user interface so that the user is familiar with the navigation in SmartCloud Control Desk.
    With emphasis on performing the following tasks:

    1. Describe how SmartCloud Control Desk applications are grouped into modules and how to access the modules from the Go To menu in the Navigation tool bar of the user interface in SmartCloud Control Desk.

    2. List the modules:

      1. Administration

      2. Assets

      3. Change

      4. Contracts

      5. Financial

      6. IT infrastructure

      7. Integratiion

      8. Inventory

      9. Planning

      10. Purchasing

      11. Release

      12. Security

      13. Self- Service

      14. Service Desk

      15. Service Level

      16. Service Request Catalog

      17. System Configuration

      18. Task Management

      19. Work Orders

    3. Navigate the application user interface:

      1. Open an application.

      2. View a list of records.

      3. Select an action.

      4. Create bookmarks.

      5. Use keyboard shortcuts.

    4. Search records:

      1. Basic searches by using the search tool bar.

      2. Advanced searches by using SQL or by providing examples of the type of records you are searching for.

      3. Use Wildcards and operators when you do not know the entire valiue that you are searching for.

      4. Search for Locations and Assets by navigating in hierarchies to view a graphical representation of the items to select from.

    5. Understand the different portlets of your Start Center:

      1. Favorite Applications portlet displays applications that are used frequently. Clicking an application in the portlet takes you directly to the application.

      2. Inbox/Assignments is one of the portlets that you might see on your Start Center. The portlet lists your task assignments. You use the inbox to review assignments, to route assignments, and to complete assignments.

      3. Key Performance Indicators (KPIs) provide the means to track critical performance variables over time. The KPI Graph portlet displays graphical representations of KPIs.

      4. Quick Insert portlet displays common actions. Clicking an item in the portlet list takes you to the application to carry out the task. In addition, you can associate templates with some actions. When you click an action link that has an associated template, the template is applied to the action.

      5. The Report List portlet displays the reports that you use frequently. Clicking a report in the portlet runs the report.

      6. The Result Set portlet displays the results of a saved query in either list format or graphical format.

  2. Given access to Self Service Center application, describe and demonstrate the use of self-service tasks so that the user can perform common tasks without the need of an administrator or a service desk agent
    With emphasis on performing the following tasks:

    1. The Self Service Center allows self-service users to perform common tasks without the need of an administrator or a service desk agent.

    2. Open Self Service Center.

      1. Go To -> Self Service -> Self Service Center

    3. List the four parts of the Self Service Center and what they allow self-service users to do:

      1. The Navigator, where users can create and view service requests, order offerings, search for solutions, and view frequent requests.

      2. A My News pod, similar to the Bulletin Board, that shows the latest messages about critical problems and incidents, and information that is broadcast through the environment.

      3. A My Requests pod that shows all service requests created for or by a user.

      4. A My Assets pod that shows the status of assets for a user.

    4. Create Self Service Request to request assistance on an issue.

      1. Select Search for Solutions from the Navigator pod.

      2. Enter key words about the issue.

      3. Click Search.

      4. Click on one of the solutions returned to review the self-help information.

      5. From the dialog box of the solution, click the button No, Create Service Request.

      6. The solution will close and a Create Service Request dialog window will open.

      7. Complete appropriate details on the first tab, then click Submit Now and the service request will be created.

      8. A dialog box will appear to provide the service request number.

      9. Click OK to return to the Self Service Center.

    5. Open a previously-submitted requests to view updates and add comments.

      1. From the Self Service Center go to the My Request pod and view a service request from the list under Recent Activity.

      2. From the View Service Request dialog view the details on the General tab.

      3. Click on the Log tab and view any logs associated with the record to show updates from individuals working on the request.

      4. Click on the Add Log Entry button to add comments for the attention of the individual(s) working the request.

      5. Enter notes of comment in the Summary and Details fields and click OK.

      6. Click OK to close the View Service Request dialog and return to the Self Service Center.

    6. View news bulletins.

      1. From the Self Service Center and go to the My News pod to shows current bulletin messages.

      2. Click on an item in the list under Recent Activity to view the details of the bulletin message.

      3. The My News Details dialog will provide full details of the message.

      4. Click OK to close dialog and return to Self Service Center.

    7. Monitor owned assets from My assets pod.

      1. From the Self Service Center and go to the My Assets pod and click Show All My Assets.

      2. On the My Assets dialog, double click on any asset to view details

      3. From here, you can click on the Open a Service Request button to create a request related to that asset.

      4. Click Close on the Asset Details dialog to return to the Self Service Center.

  3. Given that SmartCloud Control Desk product has been installed and all initial data configuration has been done, create new Service Request ticket so that a new Service Request ticket was configured and submitted successfully.
    With emphasis on performing the following tasks:

    1. Use Self Service Center application to create and submit Service Request record.

      1. A requestor can create a self-service request by clicking Create Service Request in the Navigator in the Self Service Center application.To create a service request:-Navigate Go To -> Self Service -> Self Service Center.-Choose the option that reflects your needs.-Report an Issue - to find a Service Desk type offerings or to report an issue.-Request a new Service - option displays the Offerings and Quick Inserts that you want to use to acquire a new asset or service.-Frequent Requests - option displays the Offerings and Quick Inserts that are most frequently requested by all system users and the logged-in user, as well as any requests added to favorites by the user.-Fill out the form and provide required details to describe the problem. -Select Submit Now button to save and submit Service Request for further processing.

      2. The Self Service Center guides the self-service user through a series of common tasks, and aligns the creation, updating and tracking of Service Desk and Service Catalog service requests in a common manner.

    2. Use Create Service Requests application to create and submit Service Request record.

      1. You use the Create Service Request application to request a repair or change to your service. You can create the request for yourself or on behalf on another person.

      2. Submitted service request it is sent to a service desk agent. The agent takes the appropriate action and can communicate with requestor about ongoing activities or a resolution. The Create Service Request application works in combination with the View Service Request application.

      3. A requestor can create a self-service request via the Create Service Requests application.-Navigate Go To -> Self Service -> Create Service Requests.-Optional: If you are reporting on behalf of another person, edit the Affected User field.-Complete as many fields as possible.-In the Affected Person field, select the person who is affected by the service request.-Enter a description in the Summary field. Enter additional information, in the Details field.-In the Reported Priority field, select a number that represents the impact. The choices are 1 (Critical), 2 (High), 3 (Medium), 4 (Low), and 5 (Planning).-In the Common Requests field, select the service request type.-Classify your service request by using the Detail menu on the Classifications field. Classifying a service request makes it easier for the service desk agent to resolve your problem.-Optional: Attach documents such as images, text documents, or web pages that could be useful to the service desk agent-Submit the service request.-To view the status of your service request, open the View Service Requests application.

  4. Given that SmartCloud Control Desk is installed and the basic configuration of setting up the core data, catalog and offerings are complete, create a catalog offering request so that the request can either be approved and fulfilled or rejected.
    With emphasis on performing the following tasks:

    1. User logs in and uses the Self Service Center or the Catalog application.

    2. User searches for an offering which requires fulfillment through the service request process.

    3. Click on the offering and enter the data into the template and hit order now.

    4. The service request is created and the fulfillment process begins.

    5. Process of fulfillment will differ based on each offering.

      1. Offering is approved by either or both the Line manager and the fulfillment manager.

      2. Once approvals are complete a work order, activities and tasks, or a change is auto created.

    6. The work order, activities and tasks, and changes are fulfilled and processed through a workflow or manually.

    7. The work order, activities and tasks, and changes are set to complete and the service request is resolved.

    8. End user receives a notification of the request being fulfilled as requested.

  5. Given that SmartCloud Control Desk is installed and an error has occurred, perform problem determination so that the cause of the issue has been identified.
    With emphasis on performing the following tasks:

    1. Define the layers of problem determination.

      1. Network - A network is a collection of interconnected computers and hardware.

      2. Hardware - A computer system that host an operating system.

      3. Operating System - software that manages computer resources and hardware which provides services for programs.

      4. Services - A long running executable application that provides functions for a program. #SmartCloud Control Desk application

    2. List the start centre SmartCloud Control Desk Application help options.

      1. Go to Help->SmartCloud Control Desk HelpGo to Help->Start Center HelpGo to Help->IBM Electronic Support>Asset Management Online Support, SmartCloud Control Desk Online Support, Tivoli Documentation Central, Technical Resources for Tivoli Software, IBM Support Assistant, Tivoli Support, My Notifications, Tivoli Software Training and Certification, IBM Corporation

    3. Identify how to troubleshoot an installation error.

      1. Identify the error on-screen within the installation log files located under \IBM\SMP\logs.

      2. Review installation guide.

      3. Search the IBM Support page for the error.

      4. Search the World Wide Web for a previously report error.

      5. Contact IBM Support.

    4. Identify how to troubleshoot an application issue.

      1. Determine where the issue it could reside in the layers of problem determination.Review the application server log files. For IBM Websphere - \IBM\Websphere\AppServer\Profiles\\logs\\systemout.log and systemerr.log.Identify if the issue is application specific or system wide.Determine the level of logging if issue is not found in the application server log files and configure your Logging application.

    5. Manage the Logging application settings.

      1. Define the logging application.You can create and manage log files that contain informational, warning, or error messages about the system.

      2. Identify the logging application components.Loggers - components of the logging process that prepare log statements to be written to console or log fileAppenders - components of the logging process. You can send logging requests to multiple destinations. These output destinations are called appenders.Layouts - components of the logging process. A layout determines the output format of a log statement.

      3. Identify the default Logger Application log file locations.IBM Websphere Application Server - \IBM\WebSphere\AppServer\profiles\\maximo\logsOracle Weblogic Server - \BEA\92\user_projects\domains\base_domain\maximo\logs

      4. Identify the Log Levels.ERROR - Logs messages indicating errors in the application functionalityDEBUG - Logs messages that are useful in debuggingFATAL - Logs very severe errors messagesINFO - Logs informational messagesWARN - Logs messages indicating harmful situations in functionality

  6. Given that SmartCloud Control Desk is installed and configured to support the customers' business processes, manage the interlock of processes and data in SmartCloud Control Desk so that the organization can manage the complex flow of work in SmartCloud Control Desk.
    With emphasis on performing the following tasks:

    1. System is enabled to allow the processes such as Service request to directly flow to Incident.

    2. System allows the creation of Problem record from Incident.

    3. SmartCloud Control Desk allows change or work orders to be created to support the fulfillment or requesting process.

    4. Assets and Configuration items are created and support the full processes such as Service Request, Incident, problem change and release. As well as the full life cycle of asset/software management and the enablement and support of co figuration management.

    5. Processes will support each other processes through the use of data sets and validation.

    6. Release management will support the change process by bundling changes into the release process.

    7. Asset requests and license management will be enabled to optimize the asset management process itself as well as all other supporting processes.

    8. Relationships between records are identified on the Related Records tab and can have several relationships.




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