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Exam Number: C9560-680

Exam Title: IBM Control Desk V7.6 Fundamentals

Format: Single and Multiple Choice

Duration: 90 Minutes

Number of Questions: 63

Number of questions to pass: 44

Passing Score: 70%

Origin Provider: ExamKiller

Total Questions: 120 QAs

Type: Real Exam Questions

Guarantee: 100% Pass Guarantee

Demo: Click Here for Check Demo

IBM C9560-680 Exam Objectives

• Section 1: IBM Control Desk Concepts 21%
  1. Explain Service Management Concepts and their interdependencies.
  2. Explain the processes and capabilities of Service Desk and Self Service.
  3. Explain the processes and capabilities of Service Catalog and Self Service.
  4. Explain the capabilities of Configuration Management, Change Management and Release Management.
  5. Explain the capabilities of IT Asset Management (hardware and software).
• Section 2: General Installation and Deployment IBM Control Desk 14%
  1. Describe the various offering types (IBM Control Desk, IBM Control Desk Internal Service Provider, IBM Control Desk External Service Provider).
  2. Describe the various deployment options (On Cloud/SaaS, On Premises).
  3. Understand the installation process and steps.
  4. Explain the general architecture of IBM Control Desk on the different deployment options.
  5. Explain the methods and tools that support external integration ( ITIC, Integration Framework, IBM Security Directory Integrator (previously TDI), etc).
• Section 3: Configure IBM Control Desk 35%
  1. Explain the security options including people and users for IBM Control Desk.
  2. Perform the initial configuration which includes IT foundation data (organization, sites, etc.)
  3. Understand report administration, security and reporting capabilities.
  4. Explain the IBM Control Desk options for logging (serviceability logging).
  5. Summarize the system configuration options (system properties, cron tasks, etc).
  6. Explain how workflows and escalations can be configured.
  7. Perform UI changes and database configuration modifications.
• Section 4: Usage of IBM Control Desk 30%
  1. Demonstrate knowledge of basic navigation and UI usage.
  2. Perform Service Desk Management.
  3. Demonstrate knowledge of managing IT hardware and software assets.
  4. Demonstrate knowledge of Configuration Management, Change Management and Release Management.
  5. Perform troubleshooting and problem determination on IBM Control Desk.
  6. Create ad-hoc reports and run system reports.

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