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Sr. No. Question
1 HP zero tolerance for unauthorized changes policy states that:
2 GOC Shared Delivery standards require agents to make activity updates to an Incident case:
3 Incident Case Activity updates are to include:
4 Who has ultimate accountability for the Configuration Item?5 It is within the authority of an Agent to
6
During the Identify and Classify Problem procedure,
the Problem Owner determines that the Problem was incorrectly routed.
Which action will the Problem Owner take?
7Following Global Standard process. What is the target time to Resolve (TTR) a Problem record
with priority P1 or P2?
8 Which ITIL process is responsible for defining procedures to replace HW in IT infrastructure?
9 In which situations should be created a Problem ticket? Select all that apply
10 One of the main goals for the 4-eye check process is to:
11 What the best represent CI Relationships ?
12 A back out plan is defined as:
13Following Global Standard process, Problem records with Priority 1 need to have Root Cause
Identified within...?
14 Better planning, testing, coordination and implementation results is a responsibility of:
15 A change is failed if any of the following conditions are met:
16Which of the following statements most accurately describes an incident assigned a Priority of
Average/P3?
17 Which ITIL process is responsible for defining procedures to replace HW in IT infrastructure?
18 One key question to identify Major changes is :
19 As per the HP Zero Tolerance Policy, all changes must be APPROVED via:
20 The goal of _____________________ Management is Root Cause Analysis
21 What is the role of the Emergency Change Advisory Board (ECAB)?
22
Following Global Standard process. What is the target time to Resolve (TTR) a Problem record
with priority P3, P4 or P5?
23 Which of the following are the correct process activities for configuration management
24 What is a request to replace something within the IT infrastructure called?
25 Which of the following statements describe the Root Cause Description? (HPSM)
26The GOC Shared Delivery standard value for the Time to Resolve (TTR) a Critical/P1 Incident
Case is:
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27Where do you document Problem Task activities throughout the time you are working on the
Task? (HPSM).
28
In an organization, the purchasing department has relocated internally
- not just the people, but also their IT resources.
A Service Desk employee has been commissioned to relocate this department's workstations.
In which ITIL process is this employee now playing a role?
29In the change management process, which role is ultimately responsible for the entire
process?
30During the Identify and Classify Problem procedure, the Problem Owner determines that the
Problem was incorrectly routed. Which action will the Problem Owner take?
31 What action makes the Root Cause Owner field active and available for data entry? (HPSM)
32 Incident Case Activity updates covering trouble shooting should include:
33Which of the following statements most accurately describes an incident assigned a Priority of
High/P2?
34Problems must be prioritized in the same way and for the same reasons as incidents but the
frequency and impact of related incidents must also be taken into account?
35 Which ITIL process aims to prevent incidents resulting from changes to the IT infrastructure?
36 The following type of changes require approval (select all possible options):
37Problem Owner must assign Problem ticket with priority P1 or P2 to Root Cause Owner (RCO)
within: ?
38 Where can you find the list of CIs that are affected by the Problem? (HPSM)
39Which of the following Closure Codes is NOT authorized as a GOC Standard for Shared
Delivery use?
40Which of the following statements best describes the relationship of CIs to Task Records?
(HPSM)41
Which of the following statements most accurately describes an incident assigned a Priority of
Critical/P1?
42What is the criterion used by Change Management in determining the category for a Request
for change?
43 What action must the Root Cause Owner take after documenting the best solution? (HPSM)
44When you create a Change to implement a Known Error solution, who takes responsibility for
the Change requested?
45
What field identifies how responsibility for the Problem is divided between the responsible
parties? (HPSM)?
46 What is the max. time for the Problem Owner to accept a priority P1 or P2 Problem ticket ?
47 A warm handshake is required when a Level 1 Agent transfers?
48
A Warm Handshake is required for all supported technologies when elevating which types of
cases
from L1 to L2?
49 Change Management and Problem Management work closely together to:
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50 There is a specific RCA template for Problem records triggered by RtOP.
51 What is the ITIL V3 naming for "routine"?
52Which of the following Closure Codes is authorized as a GOC Standard for Shared Delivery
use?
53 Who is responsible to investigate Root Cause and to document a workaround?
54 All new Problem records are validated and approved by:
55 One key question used to indentify Major changes is:
56 How is a change that must be made quickly called?
57Under which of the following situations is an Incident Case to be elevated to the next level of
support?
58 What is considered as Ghost CI?
59To decide if a Problem Record is valid, the Problem Owner determines whether or not
(HPSM)
60Changing the Impact or Urgency value may cause a change in the (Select all correct
answers.) (HPSM)
61 Who decides the category of a change ?
62Information is regularly exchanged between Problem Management and Change Management.
What information is this?
63
Which of the following questions should be answered by the information in the Description
field?
(Select all that apply.) (HPSM)
64 When must a Post Implementation Review take place?
65 Agent entered activity updates to a case can be used to:
66 The objective of the Change Management process is most accurately described as?
67 Where the planning of changes is kept up to date?
68In Change Management, a number of activities take place between the acceptance of a requestfor change and the completion of the change. Which activity is performed after acceptance of a
Request for Change
69 Changes are divided into categories. What criteria define a category for a change?
70 The logging of known Error/Corrective Action in KEDB is done by:
71 Where does the Root Cause Owner document the best solution? (HPSM).
72 How do you initiate creation of a Known Error Record? (HPSM)
73Which of the following statements most accurately describes an incident assigned a Priority of
Low/P4?
74When should you reassign a Problem Record to a different Root Cause Owner workstation
according? (HPSM)
75Which ITIL process is responsible for handling an application for a new workstation according
to a standard working method?
76Which subject should be one of the standard items on the agenda of a meeting of the Change
Advisor Board (CAB)?
77 Where will you find the deadline for Task completion? (HPSM)
78When an Authorized User requests an issue to be worked during a time that is outside their
Company's contractual coverage window an agent should
79The result of proactive analysis done in Problem Mgmt should be a reduction in the number
of.
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80 Appropriate uses of Pending Status includes waiting for
81 Priority in a Problem record is set based on impact and urgency
82 All Requests for Change (RFC) must be logged in a central database (workflow tool)
83 Duplicate cases are to be
84 When Problem Record should be formally closed?
85 Where is the planning of changes kept up to date?
86
As soon as the diagnosis is complete, and particularly where a workaround has been found,
a Known Error Record must be raised and placed in the Known Error Database. Is this
correct?
87Passive confirmation of a customer's satisfaction with the resolution of their case is requested
using
88What closure code should be used when a case is closed by the 3-strike rule
because the Caller failed to provide requested information
89
This is not a normal assessment question.
Your Action: Select the first answer below in order to record this and give you your points for
this question.
Note: This is just a recording of the fact that you did not find an appropriate "Configuration"
section that
matches any "Configuration Management" toolsets you work on - or - you do not use any such
tools.
90 Which criterion is NOT used to determine the priority of a case
91 Which condition is a requirement for use of the 3-Strike Rule?
92CMDB data queries are submitted in order to assist with the assessments of Change planning
and approval activities
93 Problem Management consists of two major methods
94 In which situations should a Problem ticket be created? Select all that apply
95
The following statements describe the actions expected of an agent upon resolving an Incident
case created from monitoring.
Which of these statements is FALSE
96
Proactive Problem Analysis could utilize data from various sources
(including: Incident data, Configuration Item data, Event data, historical data, etc.) to identify
potential issues.
97
A user reports a PC problem to the Service Desk. A Service Desk representative determines
that the PC is defective and indicates that according to the services catalogue, the PC will be
replaced within three hours. Which ITIL process is responsible for having this user's PC
replaced within three hours?
98 One of the key responsibilities of Change Implementers is to:
99 How many change tickets can be assigned to the task?
100Known Errors identified by Change Management are submitted to Problem Management to
provide knowledge to the Incident and Problem Management processes.
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101 Which criterion in NOT used to determine the priority of a case?
102Which of the following are the primary goals of Problem Management?
Select all that apply
103 The Change Advisory Board (CAB) is better defined as:
104 Due to their nature Emergency Changes are always derived from105 Pending Status CANNOT be used to stop the SLA clock in situations where
106
The result of proactive analysis done in Problem Mgmt should be a reduction in the number of
Incidents and Problems.
Is this true or false
107Which of the following statement most accurately describes an incident assigned a Priority of
Average/P3?
108 A better planning, testing, coordination and implementation result is a responsibility of:
109
Which of the following statements DOES NOT apply when elevating a P2 case to a DTS/L3
Team
outside their normal working hours:110 Where are the known errors documented?
111For non-24x7 contracts, when requested by a Customer to work a case outside their coverage
window an agent should never:
112 Change Management and Configuration Management work closely together to:
113 Select the correct role descriptions:
114 Which of the following statements for handling a misrouted Incident case is False?
115 What is a standard Change?
116 When the Root Cause has identified who creates a related Known Error Record
117
Which role is accountable for implementation and direct execution of the configuration
management process on a day-to-day basis within a given account, in line with global
standards?
118Can you do Incident Management or Problem Management without Configuration
Management ?
119 One Goal of Change Management is
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120
Which problem solving techniques can be used to help diagnose and resolve problems?
A:Chronological analysis
B:Pain Value Analysis
C:Kepner and Tregoe
D:Brainstorming
E:Ishikawa Diagrams
F:Pareto Analysis
121
During the Identify and Classify Problem procedure, the Problem Owner determines that the
Problem was incorrectly routed.
Which action will the Problem Owner take?
122
Which ITIL process is responsible for handling an application for a new workstation according
to a
standard working method?
123
In Change Management, a number of activities take place
between the acceptance of a request for change and the completion of the change.
Which activity is performed after acceptance of a Request for Change?
124
Which of the following are the primary goals of Problem Management?
Select all that apply
125From which data tool can information be extracted to gain an insight into the structure and
composition of the IT infrastructure with its components ?
126 When to set priority P1 for a new Problem record?
127
Consider the following:
1 Incident diagnostic scripts
2 A knowledge base of previously recorded incidents
3 A Configuration Management Database covering the infrastructure supported
4 A Forward Schedule of Changes
Which of the above should be available to the Service Desk?
128Which of the following are the correct process activities for configuration management?
129
In an organization, the purchasing department has relocated internally
- not just the people, but also their IT resources.A Service Desk employee has been commissioned to relocate this department's workstations.
In which ITIL process is this employee now playing a role?
130 Which statement best defines the term Configuration Item (CI)?
131 One key question used to identify Major changes is
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132 What is configuration management about
133
Change Management and Configuration Management work closely together to:
Ensure all components are correctly identified in a Request for Change (RFC)
Comments are mandatory for this Answer
134
When trAnsferring an internally Misrouted case
-- such as a Wintel or Network case mistakenly sent to a Database Team
-- you must NEVER
135
Incident Case Activity updates covering agent communications should include:
Warm Handshakes with other agentsPhone calls to customers seeking resolution confirmation
Broadcast Messages to device stakeholders updating them on the status of service outage
136 What is CMDB?mark all correct Answers
137
As soon as the diagnosis is complete, and particularly where a workaround has been found,
a Known Error Record must be raised and placed in the Known Error Database.
138 Configuration Management plAns should be integrated with those of
139
In Configuration management we use several metrics .
Which are 2 main metrics we use in Configuration Management today?
mark all appropriate
140 What is CMS in ITIL / ITSM ?
141 What the best represent CI Relationships
142 Incident Case Activity updates are to include
143 All identified Major changes, without exception, must be tracked in
144Which of the following statements apply when elevating a P3 case to a DTS/L3 Team outside
their normal working hours?
145 Where does the Root Cause Owner document all potential solutions
146 Problems must be categorized in the same way as incidents?
147Which ITIL process is responsible for handling an application for a new w
standard working method?
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148
When should you reassign a Problem Record to a different Root Cause Owner (RCO)
Assignment
Group? (HPSM
149 Which of the following are critical success factors for Problem
A Warm Handshake is required for all supported technologies when
elevating which types of cases from L1 to L2?
150
Notification Server store message in to
following NSE processing queues base on
the size and priority
151
CMDB data queries are submitted in order to assist
with the assessments of Change planning and
approval activities
152 Which ITIL process is responsible to approve the patching of production servers?
153 As per the HP Zero Tolerance Policy, all Changes must be approved
154 Which of the following statements best describes templates in HPSM
155 What is a Change?
156 How many tasks can be assigned to a change?
157All Requests for Change (RFC) must be logged in a central database (workflow tool like
HPSM,OVSD,etc)
158We usually distinguish 2 groups of people that work with data/information from
configuration management. Which of the follow are they ?
159 Change Management process can support Problem Management by
160 One of the Benefits of Change Management is
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Answer
Emergency and urgent changes must be minimized and strictly adhered to the authorization
requirement
as the conditions of an Incident change
All of the above
Configuration Item ownerNone of the above
Reassign the Problem Record to the correct workgroup.
Less than or equal to 21 calendar days.
Change management
1.Severity 1 incident with RtOP engaged.
2.Re-occurring incident.
Define a clear understanding of the change supervisor role during planning and implementation ofchanges.
It provides insight regarding critical dependencies, backup and recovery points of CIs to enable an
organization to make informed decisions about the handling of incidents, problems, changes,
service requests and other operational activities
A procedure executed when a change does not succeed to restore the system to the same state it
was in prior to the change implementation.
5 days
Change Supervisor
The change was backed out
Some degradation of service performance or service functionality.
Change management.
Does the change have high brand visibility with multiple customers?
Advisory Board (CAB) or Emergency CAB (ECAB) meetings.
Problem
A sub-set of the Change Advisory Board who make decisions about high impact Emergency
Changes
Less or equal than 60 calendar days.
Management and planning ==> Identification of CIs ==>Maintain and control CMDB ==> Status
Accounting and Reporting ==> Verification and Audit
Request for change.
It provides a detailed description of the root cause.
2 hours
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Current Update field.
Change Management.
Change Manager
Reassign the Problem Record to the correct workgroup.
Updating the Problems Status Work-in-Progress.
all of the of the above
Degraded Server, Service or Service functional.
True.
Change Management.
Normal, Standard ,Emergency
1 business day.
On the Assessment tab
Out of Scope.
A Task can be created only for a CI specified in the Problem Record.
Total loss of a Server, Service or Service functionality.
Priority.
Update the Knowledge document.
It passes to Change Management who oversees the implementation of the Change.
Split
1 business business day.
a P1 Service Call to a Level 2 Team.
P1 or P2 Service Calls
Identify root corrective actions from root causes.
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TRUE
Standard
none of the above
Root Cause Owner
Problem Owner
Does the change have high brand visibility with multiple customers
An urgent change
All of the above
The CI that exists in ESL more than 20 days but is not assigned to any customer, thus is invisible to
customer reports.
All of the above
b) Priority
c) Resolution Target Date
The change manager
RFCs resulting from Known Errors
All of the above
After every Change
All of the of the above
Ensuring that all changes are recorded, managed, tested and implemented in a controlled manner
The FSC (Forward Schedule of Changes)
Determining the urgency of the change
Standard, Normal, Emergency. Nature of the change.
Root Cause Owner
In the Solution field
Select the Create Known Error option from the Detail Options menu
A question or request concerning a supported service
When a member of the RCO Assignment Group notifies you that the Problem has been incorrectly
assigned to the group
Request Fulfillment Process
Ongoing or concluded changes
In the Due Date field
All of the above
Incidents and Problems
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A customer to provide information needed to resolve a case
TRUE
FALSE
linked to a master case
When any change has been completed (and successfully reviewed), and the resolution has been
applied.
The FSC (Forward Schedule of Changes)
Yes
an email
User Closure
Yes, this assessment did not have an appropriate "Configuration Management" section for me. Give
me my points.
Age of the application or server experiencing an Incident
All of the Above
TRUE
Reactive
Proactive
Re-occurring incident
Sevirty 1 incident with RtOP engaged
The Customer is contacted to confirm their satisfaction with the solution
TRUE
Change Management
Ensure the change is implemented exactly as documented in the plan without improvising
additional changes
1 change for each task
TRUE
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Age of the application or server experiencing an Incident
: Prevent incidents and problems from reoccurring.
: Reduce the number of incidents and problems that occur by indentifying their root causes.
A group of individuals responsible for reviewing and formally approving or rejecting a Change and
Release and Deployment Plan
Business critical incidentsthe agent is waiting on work to be completed by another HP Delivery Team
TRUE
Some degradation of service performance or service functionality.
Change Supervisor
Wait until DTS Teams business hours start to Elevate the Case
in the KEDB
Politely decline the request and refer them to their Account Delivery Manager
Ensure all components are correctly identified in a Request for Change (RFC)
All answers are correct
Always involve the Shift Manager or ILC if a case is to be transferred for the 4th time.
Predefined and preapproved changes by the customer with low risk
Root Cause Owner
Configuration Manager
: No.if you want to do incicent or problem management you need to have basic information so that
you are able to deliver the service. hacving and maintaining these information is arranged via
Configuration management.
Reduces downtime via fast, efficient and successful implementation of changes
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G: All of the above
Reassign the Problem Record
Request Fulfillment Process
Determining the urgency of the change
Prevent incidents and problems from reoccurring. &
Reduce the number of incidents and problems that occur by indentifying their root causes
The Configuration Management Database (CMDB) - like ESL for example
Problems with real service interruption or directly impacting the customer
: All four
1&2
1&3
3&4
Management and planning ==> Maintain and control CMDB ==> Identification of CIs ==>
Verification and Audit ==> Status Accounting and Reporting
Change Management
Any supported component of the infrastructure or service that is in scope of config management
Does the change have high brand visibility with multiple customers?
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Configuration Management manages information about services and its components
(infracstucture...etc), and thus makes these information is available for people that need it.
These information are stored in CMS (Config Management System). CMS can contain 1 or more
databases.
Well organized config management = meAns well organized information.
This enables efficiency, and trAnsparency and accurate information
To assist the Change Manager in evaluating emergency and normal changes
and to decide whether the change should be approved and implemented.
trAnsfer the case to a lower level team
all of the above
CMDB is database, where all CIs and their relationships are recorded.
for example: ESL, Redfish, Excel, MS Access,
YES
Change & Release Management
Number of CIs supported (how many CIs does the team support, how many CIs does account
support) ? &
Audit compliance - does CI has all minimum mandatory information
CMS is Configuration Management System. it can contain 1 or more databases - CMDBs. there are
stored all information about COnfig Items (services, infrastructure, and components, for example
server support, server information, ...)
It provides insight regarding critical dependencies, backup and recovery points of CIs to enable an
organization to make informed decisions about the handling of incidents, problems, changes,
service requests and other operational activitiesAll of the above
Global ITO SharePoint calendar
Wait until DTS Teams business hours start to Elevate the Case
As an Activity Update
NO
Request Fulfillment Process
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When a member of the RCO Assignment Group notifies you that the Problem has been
incorrectly assigned to the group
All of the above.
P1 or P2 Service Calls
Fast, Slow, Default, Large and Priority
TRUE
Change management
True.
All templates populate the same fields.
All templates populate the mandatory fields.
Global templates are available to all customers.
Global templates are only available when you have not specified the customer.
The addition, modification or removal of anything that can affect the IT environment
As much as you need
TRUE
Data Owners & Data Consumers
Documenting Root Causes
Reduces the number and impact of failed changes
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The field is always active and available for entry
Emergency
Impact
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Identify corrective actions from root causes
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: Problem Analyst:
I review Incident history and the Incident report data at regular intervals proactively identifying Problems.
: Root Cause Owner:
I identify the Problems root cause, and document a workaround and solution to the Problem.
: Problem Owner:
I track Problem Records through the Problem Management process to ensure they move through the
process.: Customer Liaison:
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Sr. No.
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
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20
21
22
23
24
25
26
27
28
29
30
31
32
33
34
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35
36
37
38
39
40
41
42
43
44
45
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46
47
48
49
50
51
52
53
54
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55
56
57
58
59
60
61
62
63
64
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65
66
6768
69
70
71
72
73
74
75
76
77
78
79
80
81
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82
83
84
85
86
87
88
89
90
91
92
93
94
95
96
97
98
99
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100
101
102
103
104
105
106
107
108
109
110
111
112
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113
114
115
116
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Question
You install a new secondary site server with the site code A25.
In anAfter installation you notice the following error in the
"SMS_SITE_COMPONENT_MANAGER" logs:
"Systems Management Server cannot delete the object "cn=SMS-MP-A25-
CNF:b2654487-kaha-4794-9345-a8c854fg2290" in Active Directory".
What do you have to do to solve this problem?If an estimated run time of a program is 30minutes and the advertisement count downtime is 15minutes,
will the program execute if the time left in the Maintenance mode is 35minutes ?
If an estimated run time of a program is set to unknown and the advertisement count downtime is
5minutes, will the program execute if the time left in the Maintenance mode is 6 minutes ?
In order to allow clients to boot from the network and receive operating systems, the Administrator must
configure a PXE service point. The PXE service point is a Configuration Manager site system that uses
. To deliver boot images to clients
NAP policies in Configuration Manager are not targeted to
What information is inventoried from class WMI/Win32_BIOS
What information is inventoried from class WMI/Win32_LogicalDisk
What information is inventoried from class WMI/Win32_DiskDrive
Select the file types that are generated during a site to site communication. [Select all that apply]
Which is the file we need to modify to update Previously Extended Active Directory Schema
Extension Information ?
Operating System Deployment Custom Error - 0x80040101 Indicates
You need to re-assign a secondary site named S01 to a new parent site named P01. What shouldyou do?
You install a new distribution point on a site named S01. You need to ensure that the new distribution
point on site S01 contains the same content as the distribution point on a site named S02. Which wizard
should you use?
You need to re-assign a secondary site named S01 to a new parent site named P01. What should you do?
An AD group has been created for a new package. You add the first workstation to the group and you
notice the SCCM collection does not update with the workstation name. What is the most likely reason?
[Select all that apply]
Which is the only SCCM supported role on a Workstation OS ?
What information is stored in PkgMgr.log ?
You attempt to use the Certificate Services console to issue a new health certificate template by right-
clicking Certificate Templates, clicking New, and then clicking Certificate Template to Issue, the system
health authentication template might not be available. What is the common issue ?
Right-clicking Certificate Templates, clicking New, and then clicking Certificate Template to Issue, the
system health authentication template might not be available. What is the common issue ?
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Select the steps that is involved in updating Wimgapi.dll version on the remote PXE
service point after upgrading to Configuration Manager 2007 SP1
When i am running Pre-Boot Execution Environment (PXE) to start an x64-based client computer
my client computerincorrectly reports its architecture to the Windows Deployment Services server.
Which of these command do i need to run on the server to resolve this ?
If your customer ask you to exclude inboxes folder from SCCM daily backup, how are you going to
accomplish this ?
Which file is created for processing in colleval.box when a new collection is created ?
What is required before you configure a Configuration Manager 2007 site in native mode? [Select all that
apply]
When a task sequence step fails, does the task sequence continue with the next task sequence step?
SELECT a.AdvertisementID,a.AdvertisementName,a.PresentTime as 'Advert Start Date',b.Name as 'Package
Name',b.PackageID, count(b.PackageID) as 'Count of pending DP' FROM v_Advertisement a
INNER JOIN v_Package b ON a.PackageID = b.PackageID
INNER JOIN v_DistributionPoint c ON b.PackageID = c.PackageID
INNER JOIN v_PackageStatusDistPointsSumm d ON c.PackageID = d.PackageID
WHERE d.state=1
GROUP BY a.AdvertisementID,a.AdvertisementName,a.PresentTime,b.PackageID,b.Name
What is the out put of the above query ?
Which is the URL that can be used to verify the existence of the self-update tree ?
What could be the issue if a error code "80040302" is logged in SMSSha.log ?You have a System Center Configuration Manager 2007 environment running in mixed mode.
You configure the site server in the central site as a device management point.
You create a mandatory assignment for a software package for distribution to mobile devices.
You discover that software distribution to mobile devices on the LAN is failing.
You need to configure Configuration Manager 2007 to support software deployment to mobile devices.
Which two actions should you perform? (Choose two.)
Which is the stand alone tool you need to install for patching non Microsoft application ?
Which are the tasks required to prepare the Configuration Manager infrastructure for operating system
deployment ? [Select all that apply]
Operating System Deployment Custom Error MAKE_HRESULT(SEVERITY_ERROR,FACILITY_ITF,1) indicates
To determine if the RTM version of WSUS 3.0 is installed, setup checks
the VersionString and InstallType values in
Which of the below steps would you carry to enable a management point and distribution point to support
mobile devices in mixed mode ?
[Select all that apply]
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setup.exe /PREREQ /PRI /MP /SQL
These command-line options, used together, will do the following :
Your customer reports that Client Computers Do Not Sleep after Applying a Power Plan. What could be the
issue ?
[Select all that apply]
Which of the below log files are created during installation of WSUS 3.0 ?
During a site to site communication the following folder and inbox locations are used for replication
processes by sending site
Which log provide information about Windows Sysprep and setup logs ? [Select all that apply]
You need to discover all the clients under a particular OU in active directory. Which of the below discovery
methods would you enable ?
Which of the following activities are done by AudbgTrace
What are the requirement for running sequenced applications created using the Microsoft Application
Virtualization Platform ?
Which of the below are the Enforcement client for the Network Access Protection platformsupplied in Windows XP SP3, Vista & Windows Server 2008 ?
[Select all that apply]
You install the SCCM client on a workstation. After the installation which log files do you check to make
sure, that the client is installed correctly.
[Select all that apply]
You are the SCCM administrator for a multinational firm. There is one central sccm server and 1 primary
and Himseveral secondary sccm servers pro region.
At one location, you have installed a new secondary site server which also hosts WDS and DHCP.You install also SCCM PXE on the server, but clients at the location are not able to boot up using PXE.
Please choose every answer from below, that could contribute to the solution
[Select all that apply]
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You are the SCCM administrator for a multinational firm. There is one central sccm server and 1 primary
and several secondary sccm servers pro region.
While you are checking for possible backlog under inboxes on the central site, you notice, that in the
"\inboxes\schedule.box\tosend" folder there are RPG files, which are older then 20 hours.
Because a backlog in the inboxes folders can cause serious problems, what steps do you have to take to
solve the issue?
You are the SCCM administrator for a multinational firm. There is one central SCCM server and 1 primary
and several secondary SCCM servers pro region. During the daily server status check you notice, that one of
the servers reports a PXE error. Checking the PXEControl.log on the site server you can see the error
message: "Error receiving replies". What is a possible solution for this issue ? This error message is
infromation message and can be ignored
You are the SCCM administrator for a multinational firm.There is one central SCCM server and 1 primary
and several secondary SCCM servers pro region.During the daily server status check you notice, that one of
the servers reports a PXE error. Checking the PXEControl.log on the site server you can see the error
message: "Error receiving replies". What is a possible solution for this issue ?
You are the SCCM administrator for a multinational firm, the system version is SCCM SP2 R2. There is one
central SCCM server and 1 primary and several secondary SCCM servers pro region. During the daily server
status check you notice in Site Status that one of the server reports the following State Migration Point
(SMP) error: "The State Migration Point has reached the maximum client threshold on all drives on
computer". What can be a possible solution for this problem?
You are the SCCM administrator for a multinational firm. There is one central SCCM server and 1 primary
and several secondary SCCM servers pro region. During the daily server status check you notice in Site
Status that one of the server reports the following MS_WSUS_CONTROL_MANAGER error: "Failures
reported during periodic health check by the WSUS Server".
What can be a possible solution for this problem?
If you encounter an error USMT_INIT_OPERATING_ENVIRONMENT_FAILED during your USMT migration
what could be the cause ?
[Select all that apply]
What are the Requirements for a Reporting Point ? [Select all that apply]
You install a secondary site at a branch office with 40 systems, and you configure the local IP subnet as the
site boundary. The branch office site is connected to the primary site by a 256 Kbps WAN link. You need tominimize bandwidth utilization for all client agent policies from the branch office. What should you do?
Which of the below attributes are created when Site Information is Published to Active Directory ?
[Select all that apply]
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You have a System Center Configuration Manager 2007 environment. All your computers have Pre-boot
Execution Environment (PXE) boot enabled in their BIOS settings. You create and advertise a task sequence
for an operating system installation package to your computers.
However, the PXE boot option is not available on the computers when they receive the task sequence. You
need to install the operating system installation package by using PXE boot to start the installation. What
should you do?
You have a System Center Configuration Manager 2007 environment. You deploy a site server
named Lab1 to use for Pre-boot Execution Environment (PXE) installations on client computers in
your training room. Administrators from other departments report that they are being prompted for
PXE installations that should be available to only the client computers in your training room. You
need to ensure that only the client computers in your training room receive the PXE installations
from Lab1. What should you do?
Your company has two System Center Configuration Manager 2007 sites that are installed at a main officeand a branch office. You export the task sequence for an operating system deployment from the main
office. You import the task sequence into the Configuration Manager site at the branch office. The task
sequence deploys the operating system, but an application installation fails. You need to deploy all
applications in the task sequence. What should you do?
When users attempt to install a program by using the Run Advertise program, they receive a message that
the desired software is not available. You need to view the status to find out why software is not available.
What should you do?
Select the different types of objects that Object Replication Manager replicates in Configuration Manager
2007
Can i recover a SCCM site using Site Repair Wizard ?
You receive an incident ticket, that when a user tried to install an application via Run Advertised Programs
(RAP), he was not able to do so, because the RAP on his machine was empty. You suspect, that the SCCM
client might nor work correctly, because of a WMI problem. Which log do you have to check to see if there
is really a WMI problem on the machine? Please choose one from the below answers.
You receive an incident ticket, that a user was unable to install an application via "Run Advertised
Programs" (RAP) in Control Panel. It is clear from the ticket, that the program is available in RAP and the
user could start the installation. The machine name is also available in the ticket. Which local SCCM log filewould You check to find an error or exit code for the failed installation. Please choose one from the below
answers.
You receive an incident ticket, that when a user tries to install an application via Run Advertised Programs
(RAP), he is not able to do so, because the RAP on his machine is empty. You suspect, that the SCCM client
might not work correctly. The following error message is visible in the execmgr.log: "Failed to open to WMI
namespace"How would you repair the SCCM client. Please choose one from the below answers
When can I extend the Active Directory schema for SCCM?
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You manually install the SCCM client on a workstation. During the installation which log file do you check to
make sure, that the client is installed correctly. Please choose one from the answers below
What information is published in Active Directory when we extend schema ?
Can you run client.msi to manually install the Configuration Manager client?What is USMT ?
What are the control panel applets available after installing SCCM Client on a 32 bit OS ? [Select all that
apply]
Can SCCM Services be restored using a different site code?
You need to install the Configuration Manager client software. Which executable should you configure the
logon script to run?
When Client Push installation is trigerred, which are the default Windows shares that are accessed to
trigger the installation ? [Select all that apply]
Which Configuration Manager Attribute Class provides information about CPU Type?
What is the name of SCCM Client Service running on a Windows XP Client ?
Erica calls the helpdesk to ask why an application she requested has not been installed yet. You verify that
Ericas machine has been added to the respective AD group in Active directory. What else could you do to
investigate the problem? [Select all that apply]
What is SMS_SiteSystemToSiteServerConnection group used in a SCCM Primary Server ? Group grants the
necessary permissions for Microsoft System Center Configuration Manager 2007 services running on
remote site systems (such as management points) to connect to the site server to access the configuration
Manager 2007 registry keys and directories on the site server.
What is Decommissioned Client Record ?
You have a System Center Configuration Manager 2007 environment. You have a Configuration
Manager package named Package1 that is used to install an application named App1. You plan
to deploy Microsoft Windows Vista. You need to deploy App1 during the Windows Vista operating
system deployment process. What should you use?
The Software Inventory client agent is disabled on the Configuration Manager site.
You need to create a collection that contains the computers that have an application named App1 installed.
You also need to ensure that the collection automatically updates its membership.What should you do?
You have released an application by name App1. This has failed on all the systems it was pushed to. While
opening the cas.log you find the below error.What could be the issue ? [Select all that apply]Download
completed for content package ID.version under context System Hash does not match expected
storedHash, actual calculatedHash
You have a System Center Configuration Manager 2007 environment runningin mixed mode. Some users
report that when they attempt to run an advertised program named App1, they lose connectivity. You
need to ensure that users are able to install App1. What should you do?
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What needs to be enabled if you donot have SLP configured in your SCCM environment ?
Select the roles of SCCM. [Select all that apply]
You need to create a collection that contains computers that have not reported hardware inventory within
30 days. You also need to ensure that the collection automatically updates its membership. What should
you do?
Which are the Ports used by Remote Control ?(Select all that are applicable)
What is key advantage of Branch Caching Concept
What is required before you configure a Configuration Manager 2007 site in native mode? [Select all that
apply]
Which is the registry i need to modify if i need to change the location of my SCCM log files ?
What information is stored in PkgMgr.log?
The Hardware Inventory client agent and the Software Inventory client agent are enabled. You need to
query the battery information for mobile computers. Which file should you modify?
Select the dependencies for Wake up on Lan.(Select all that is applicable)
You want to create a new package for an application. In the Configuration Manager console, you right-clickthe Packages node. You do not see the option to create a new package. You need to be able to create
packages. What should you do?
Which of the below two log files can be used to help identify which policy configured on the Network olicy
Server was used for each connecting client, and which System Health Agent was responsible for the
compliant or non-compliant status
If you are asked to exclude Inboxes folder from backing up, which is the file that you would modify?
What is the Maximum number of clients supported when WSUS 3.0 SP2 runs on the software update point
computer and the software update point does not co-exist with another site system role
What is the maximum number of clients supported when WSUS 3.0 Service Pack 2 (SP2) runs on the
software update point. computer and the software update point co-exists with another site system role
Which of the below command would you execute to Terminates a user process based on the system
process ID (SPID) or unit of work (UOW).
How a SCCM Client identify its Management Point ? [Select all that apply]
If you are unable to open SCCM Console which is the log file that you would access to check the issue?
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What is Heart beat discovery?
You are using SCCM Operating System Deployment (OSD) to deploy client machines in the customer
environment. You receive an incident ticket that during the installation of a PC the following error message
occurs: Task sequence error:" Prepare xp workstation images for EOM has failed with the error code
0x0000001, please contact system administrator". Please choose one from the answers below.
What is SMS_SiteSystemToSiteServerConnection group used in a SCCM Primary Server?
Which of these SCCM services will be running on a Secondary server ? [Select all that apply]
Can a secondary site be upgraded to primary site ?
What is the DWORD value to set if i need to have my SCCM Logging with SQL enabled ?
Which of the below log files are specific to Configuration Manager NAP? [Select all that apply]
What is the port used by Global Catalog server?
Which are the tasks required to prepare the Configuration Manager infrastructure for
operating system deployment ?
[Select all that apply]
What information is inventoried from class WMI/Win32_BIOSTo determine if the RTM version of WSUS 3.0 is installed, setup checks
the VersionString and InstallType values in
Which is the file we need to modify to update Previously Extended Active Directory Schema Extension Information
SELECT a.AdvertisementID,a.AdvertisementName,a.PresentTime as 'Advert Start Date',
b.Name as 'Package Name',b.PackageID,
count(b.PackageID) as 'Count of pending DP'
FROM v_Advertisement a
INNER JOIN v_Package b ON a.PackageID = b.PackageID
INNER JOIN v_DistributionPoint c ON b.PackageID = c.PackageID
INNER JOIN v_PackageStatusDistPointsSumm d ON c.PackageID = d.PackageIDWHERE d.state=1
GROUP BY a.AdvertisementID,a.AdvertisementName,a.PresentTime,b.PackageID,b.Name
What is the out put of the above query
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You install a new secondary site server with the site code A25.
In anAfter installation you notice the following error in the "SMS_SITE_COMPONENT_MANAGER" logs:
"Systems Management Server cannot delete the object "cn=SMS-MP-A25-
CNF:b2654487-kaha-4794-9345-a8c854fg2290" in Active Directory".
What do you have to do to solve this problem?
Select the steps that is involved in updating Wimgapi.dll version on the remote PXE
service point after upgrading to Configuration Manager 2007 SP1
You have a System Center Configuration Manager 2007 environment running in mixed mode.
You configure the site server in the central site as a device management point.
You create a mandatory assignment for a software package for distribution to mobile devices.
You discover that software distribution to mobile devices on the LAN is failing.
You need to configure Configuration Manager 2007 to support software deployment to mobile devices.
Which two actions should you perform? (Choose two.)
In order to allow clients to boot from the network and receive operating systems,
the Administrator must configure a PXE service point.
The PXE service point is a Configuration Manager site system that uses . To deliver boot images to
clients
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Answer
Delete the "cn=SMS-MP-A25- CNF:b2654487-kaha-4794-9345-a8c854fg2290" entry in AD from
the System\System Management folder manually
No
Yes
Windows Deployment Services
All clients Assigned to the site
Name, Version, Manufacturer, ReleaseDate
DeviceID, Name, DriveType, VolumeName, FileSystem, Size, FreeSpace
DeviceID, Name, Caption, Manufacturer, Model, InterfaceType, Partitions, Size
.sta .ct1
.ct3 .rpt
.srq .TMP
.srs .lkp
ConfigMgr_ad_schema.ldf
Network access account is not set
Uninstall and reinstall S01. Specify P01 as the parent site during re-installation
Copy Packages Wizard
Uninstall and reinstall S01. Specify P01 as the parent site during re-installation
: Active Directory System Group discovery is not enabled
: Communication issue between Active Directory and SCCM server
Distribution Point
Provides information about drivers installed during operating system deployment
NAP CA is running the Standard edition of the operating system
NAP CA is running the Standard edition of the operating system
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: Stop the service named Windows Deployment Services Server on the remote PXE service point site system
: Run the new version of the Wimpgapi.msi file
wdsutil /set-server /architecturediscovery:yes
Modify Default File backup tasks section to exclude this folder in smsbkup.ctl file
.adc
: A site server signing certificate installed on the site server
: An existing PKI
: Web certificates on certain site system roles
: Client authentication certificates on all Configuration Manager clients and on the management point
Yes - If task sequence is modified to continue on error
Will report packages that are advertised by not reached the distribution point
http://WSUSServerName/selfupdate/wuident.cab
Client Not Assigned
: Enable Background Intelligent Transfer Service (BITS) and Web Distributed Authoring and Versioning (WebDAV)
extensions on the distribution point.
: Enable anonymous connections on the distribution point
System Center Updates Publisher
: Configuring the Network Access Account
: Creating the required packages
: Configuring Windows Deployment Services [WDS] and the PXE service Point for PXE-based installation): Configuring State Migration Points
An invalid image file name extension has been specified
HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Update Services\Server\Setup
: Select Allow clients to transfer content from this istribution point using BITS, HTTP, and HTTPS option
: Select Allow clients to connect anonymously
: Select Allow devices to use this management point
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: Run the prerequisite checker on the machine the command is run on
: Install a new primary site
: Install a Management Point on the machine
: Install the site database on the machine
: A busy process, such as a virus scanner, is preventing the client computer from entering sleep
: An external USB device is connected to the computer
: The computer does not support sleep, or the option to enter sleep is not enabled in the computer BIOS: A generic video device driver is in use.
WSUSSetup.log, WSUSSetupMsi_timestamp.log, WSUSCa_timestamp.log, WSUSWyukonSetup_timestamp.log:
: \inboxes\replmgr.box\process
: \inboxes\replmgr.box
: \inboxes\schedule.box\
: \inboxes\schedule.box\outboxes
: Setupact.log
: Setupapi.log
: Setuperr.log
Active Directoy System Discovery
: Enables WinHTTP debug logging
: Enables Au Client Extended Retail logging
: A. Microsoft Application Virtualization infrastructure
: SCCM 2007 DP must be enabled to stream virtual application packages to clients
: Microsoft Application Virtualization Client must be installed on Desktop/laptops
: A new drive to be installed configured with drive letter Q:\ on all the computers targeted with virtualised
application
: An IPsec NAP EC for IPsec-protected communications
: An EAPHost NAP EC for 802.1X-authenticated connections: A VPN NAP EC for remote access VPN connections
: A DHCP NAP EC for DHCP-based IPv4 address configuration
: A TS Gateway NAP EC for TS Gateway connections
: ccmexec.log
: clientlocation.log
: execmgr.log
: locationservices.log
: Restart the WDS service
: In Windows Deployment Console on the DHCP tab check the checkbox "Do not listen on port 67": In Windows Deployment Console on the DHCP tab check the checkbox "Configure DHCP option 60 to 'PXE
Client'
: IP helper statements have to be configured in the router(s) at the location
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No action required - Scheduler deletes routing requests older than 25 hours that do not have send requests still
pending
Re-install SCCM
Restart the WDS service on the site server
The SMP has reached the set client limit. You have to raise the maximum client limitation
In IIS the WSUS website is stopped, you have to start it
: A Windows Win32 API error occurred
: An error occurred when attempting to initialize the diagnostic mechanisms such as the log
: Failed to record diagnostic information
: IIS
: ASP
: Office Web Components
: Microsoft Internet Explorer 5.01 SP2 or later
Install a proxy management point role at the secondary site
: msSMSSiteCode
: msSMSSiteBoundaries
: msSMSMPName
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Establish a PXE Service Point role within your site.
Modify the Boot Server Host Name scope option on the DHCP server.
Use the Configuration Manager console to copy the application package to the branch office Configuration
Manager site.
A. Connect to the client computers, and view the LocationServices.log file
: Configuration Items
: Update Sources
: Software Update Categories: EULAs (End User License Agreements)
: Device Setting Items
Yes
C:\Windows\System32\ccm\logs\execmgr.log
C:\Windows\System32\ccm\logs\execmgr.log
Re-create the WMI repository and re-install the SCCM client
Before, During, or After SCCM installation
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C:\windows\system32\ccmsetup\ccmsetup.log
A. Site boundaries with site code
B. Server locator point server names
C. Management point server names
NoB. User State Migration Tool Package
A. Configuration Manager
C. Run Advertised Programs
D. Program Download Manager
No
CMSetup.exe
A. admin$
B. c$
C. print$
D. ipc$
System Resource
SMS Agent Host
A. Determine if the client has received the policy from the management point
B. Determine if the client has been populated in SCCM Collection after AD sync
C. Check SCCM Client logs on Erica's system
If you are runing any below role this group should be part of remote site
Clients which are deleted from a child site, the record is not automatically deleted from the parent site.
A task sequence
Create a query membership rule collection where Add/Remove Programs-Display Name is equal to App1
A. The package source is modified
B. A new distribution point is added to the package
C. The package source is downloaded from the new distribution point before a package update occurs
D. SCCM Client is corrupt
Configure the advertisement so that client agents download the package content from the distribution point and
run it locally
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Active Directoy Schema Extension
A. State Migration Point
B. Out of band service point
D. System Health validator point
Create a query membership collection rule that uses the WBEM Query Language (WQL) commands DateDiff and
GetDate
A. 137
D. 138
E. 139
Reduces WAN utilization with one client acting as a local Distribution point
A. A site server signing certificate installed on the site server
B. An existing PKI
C. Web certificates on certain site system roles
D. Client authentication certificates on all Configuration Manager clients and on the management point
A. HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\SMS\Tracing
B. HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\SCCM\Tracing
C. HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\SMS\Setup
D. HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\SMS\Inbox Source
Provide infromation about all the packages that are created
SMS_DEF.mof
A. Network cards must support the standard magic packet format
B. Computers must be configured for wake-up packets on the network card and in the computer BIOS
E. If you are using Wake On LAN with subnet-directed broadcast, all routersbetween the site server and target
computers must allow IP directed broadcasts, and support IPv4
Request Package Class Create rights for your user account
B. IN.log
C. %windir%\Tracing\IASNAP.log
smsbkup.ctl
Upto 100000
Upto 25000
Kill
B. Server Locator Point
C. Active Directory
smsadminui.log
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A. Used to read the hearbeat of a client
B. Used to detect the presence of a server
C. Used to generate discovery data for existing computers
D. Used to generate discovery data for new computers
Incorrect MAC address was imported into the SCCM database for this machine
A. Group grants the necessary permissions for Microsoft System Center Configuration Manager 2007 services
running on remote site systems (such as management points) to connect to the site server to access the
Configuration Manager 2007 registry keys and directories on the site server. if you are runing any below role this
group should be part of remote site.
A. SMS_EXECUTIVE
B. SMS_COMPONENT_MANAGER
No
1
A. SmsSHVQuarValidator.log
C. SDMAgent.log
F. SmsSHVADCacheClient.log
3268
Configuring the Network Access Account
Creating the required packages
Configuring Windows Deployment Services [WDS] and the PXE service Point for PXE-based installation)
Configuring State Migration Points
Configure new distribution point
Name, Version, Manufacturer, ReleaseDate
HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Update Services\Server\Setup
ConfigMgr_ad_schema.ldf
Will report packages that are advertised by not reached the distribution point
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Delete the "cn=SMS-MP-A25-
CNF:b2654487-kaha-4794-9345-a8c854fg2290" entry in AD from the
System\System Management folder manually
Stop the service named Windows Deployment Services Server on the remotePXE service point site system
Run the new version of the Wimpgapi.msi file
Enable Background Intelligent Transfer Service (BITS) and Web Distributed
Authoring and Versioning (WebDAV) extensions on the distribution point
Enable anonymous connections on the distribution point
Windows Deployment Services
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An invalid image capture path has been specified
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A. admin$
D. ipc$
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HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\SMS\Tracing
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Used to generate discovery data for existing computers
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How does a Problem Owner find out about a new Problem Record? Select all that apply (HPSM)?
Which of the following are critical success factors for Problem Management?.
In an organization, the purchasing department has relocated internally?
Which of the following statements most accurately describes an incident assigned a Priority of
Low/P4?
Information is regularly exchanged between Problem Management and Change
Management. What information is this?
Better planning, testing, coordination and implementation results is a responsibility of:
When transferring an internally Misrouted case such as a Wintel or Network case mistakenly sent
to a Database Team you must NEVER
Better planning, testing, coordination and implementation results is a responsibility of:
Which condition is a requirement for use of the 3-Strike Rule?
Incident Case Activity updates covering agent communications should include:
Under which of the following situations is an Incident Case to be elevated to the next level of
support?
Which of the following actions are parts of closing the Known Error Record? Select all correct
answers.
(HPSM)
The following statements describe the actions expected of an agent upon resolving an Incident
case created from monitoring. Which of these statements is FALSE?
Which of the following activities do you perform during the monitoring period? Select all correct
activities.
Where do you document Problem Task activities throughout the time you are working on the
Task? (HPSM)
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When you create a Change to implement a Known Error solution, who takes responsibility for the
Problem?
A user reports a PC problem to the Service Desk. A Service Desk representative determines that
the PC is defective and indicates that according to the services catalogue, the PC will be replaced
within three hours.
Which ITIL process is responsible for having this user's PC replaced within three hours?
For non-24x7 contracts, when requested by a Customer to work a case outside their coverage
window
an agent should never:
One key question used to identify Major changes is:
Which of the following statements best describes templates in HPSM
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a) The Root Cause Owner sends a notification to the Problem Owner
b) The Problem appears in the PROBLEMS No Problem Owner view
c) Service Manager sends a notification to each of the members of the Problem Owner
d) Assignment Group The Problem Initiator contacts the Problem Owner
Options :- Improve service quality, Minimize impact caused by problems, Maintain user satisfaction with
the level of IT services that are provided, Track problem management metrics.
ANS :- All of the of the above.
Options :- Warm Handshakes with other agents
Phone calls to customers seeking resolution confirmation
Broadcast Messages to device stakeholders updating them on the status of service outage
ANS:- all of the above
Options :-
when the resolving agent lacks system or application access rights
when the contact information listed in ESL is incorrectwhen a Level 1 Agent is requested to do so in the Special Handling Instructions or by the Caller
a) Specify the Closure Code
b) Specify the Cause Code
c) Update the Known Error Records activity log
d) Meet with the Root Cause Owner for a closure assessment
a) The steps taken to recover the service are documented in the case.
b) A closure code is assigned.
c) The Customer is contacted to confirm their satisfaction with the solution
d) none of the above
a) Review the related Problem Record to see if any Incident Records have been related to itb) Monitor the progress of the implementation of the Change
c) Update the Known Error Records activity log
d) Review Incident Records to identify any new Incident Records for the issue that were not related to
the Problem Record
a) Current Update field
b) Root Cause field
c) Task Progress field
d) Workaround field
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a) It remains with Problem Management who oversees implementation of the Change.
b) It passes to Change Management who oversees implementation of the Change
c) It is shared between Change Mgmt and Problem Mgmt.
d) Then Problem Mgmt continues action on the Problem while Change Mgmt implements the Change
A) Availability Management
B) Configuration Management
C) Incident Management
D) Change Management
A) Explain to the customer what the coverage window is for their service
B) Politely decline the request and refer them to their Account Delivery Manager
C) Document the situation in the case
D) Inform the Shifty Manager to work the issue with the Account Delivery Lead
1. Are the Configuration Items (CI) identified already?
2. Does the change affect third party vendors?
3. Are there any workarounds available in case of failure?
4. Does the change have high brand visibility with multiple customers?
All templates populate the same fields.
All templates populate the mandatory fields.
Global templates are available to all customers.
Global templates are only available when you have not specified the customer.