By Number of questions: 63
Number of questions to pass: 44
Time allowed: 90 mins
Status: Live
This exam consists of 4 sections described below.
Section 1: IBM Control Desk Concepts 21%
Explain Service Management Concepts and their interdependencies.
Explain the processes and capabilities of Service Desk and Self Service.
Explain the processes and capabilities of Service Catalog and Self Service.
Explain the capabilities of Configuration Management, Change Management and Release Management.
Explain the capabilities of IT Asset Management (hardware and software).
Section 2: General Installation and Deployment IBM Control Desk. 14%
Describe the various offering types (IBM Control Desk, IBM Control Desk Internal Service Provider, IBM Control Desk External Service Provider).
Describe the various deployment options (On Cloud/SaaS, On Premises).
Understand the installation process and steps.
Explain the general architecture of IBM Control Desk on the different deployment options.
Explain the methods and tools that support external integration ( ITIC, Integration Framework, IBM Security Directory Integrator (previously TDI), etc).
Section 3: Configure IBM Control Desk 35%
Explain the security options including people and users for IBM Control Desk.
Perform the initial configuration which includes IT foundation data (organization, sites, etc.)
Understand report administration, security and reporting capabilities.
Explain the IBM Control Desk options for logging (serviceability logging).
Summarize the system configuration options (system properties, cron tasks, etc).
Explain how workflows and escalations can be configured.
Perform UI changes and database configuration modifications.
Section 4: Usage of IBM Control Desk. 30%
Demonstrate knowledge of basic navigation and UI usage.
Perform Service Desk Management.
Demonstrate knowledge of managing IT hardware and software assets.
Demonstrate knowledge of Configuration Management, Change Management and Release Management.
Perform troubleshooting and problem determination on IBM Control Desk.
Create ad-hoc reports and run system reports.
Use the study guide to help pass this exam. A study guide is an easy to follow document that will help you prepare for this exam. The guide is free and can be downloaded immediately.
Study Guide PDF here
This exam has an Assessment Exam option: A9560-680 Assessment: IBM Control Desk V7.6 Fundamentals
Assessment exams are web-based exams that provides you, at a cheaper costs, the ability to check your skills before taking the certification exam.
This assessment exam is available in:
Passing the exam does not award you a certification, and it is only used to help you assess if you are ready or not to take the certification exam.
You can register for it at Pearson VUE and it will provide you a score report, showing you how you did in each section.
Courses and publications are offered to help you prepare for the certification tests. The courses are recommended, but not required, before taking a certification test. When preparing for the certification test, keep in mind that real world experience is required to stand a reasonable chance of passing the certification test. Courseware does not replace the requirement for experience. Please note that course offerings are continuously being added and updated. If you want to purchase a training course, feel free to contact an IBM Global Training Provider.
Web Resource
IBM Control Desk
Project Start_IBM Control Desk Version 7.6
Project Configure_ IBM Control Desk Version 7.6
IBM Control Desk, V7.6 Documentation
Quick Set-up for IBM Control Desk & Process Content Packages
What’s new in IBM Control Desk 7.6
Overview
PartnerWorld Code: 24015301
Replaces PW Code: Not Applicable
Status: Live
An IBM Certified Associate – IBM Control Desk V7.6 is an individual who can install and deploy a basic IBM Control Desk V7.6 solution. This individual can complete basic configuration and usage tasks with little to no assistance from peers, support or product documentation.
Key areas of competency include:
Describe the business and technical concepts of IT Service Management.
Describe the IBM Control Desk V7.6 architecture and components.
Map the basic customer business requirements to the appropriate deployment model of IBM Control Desk V7.6
Install and configure IBM Control Desk V7.6 for a basic deployment.
Perform general IBM Control Desk V7.6 tasks.
Recommended Prerequisite Skills
The following qualifications are requirements for success:
Working knowledge of how to perform Service Management using IBM Control Desk.
Working knowledge of IT Asset and Service Management concepts.
Good working knowledge of the Information Technology Infrastructure Library (ITIL) process model.
Basic knowledge of the supported middleware such as application servers and databases.
Basic knowledge of security authorization and authentication.
Basic knowledge of integration components.
Working knowledge of problem determination for a ICD environment.
Working knowledge and understanding of navigating and performing general tasks and concepts within ICD.
Recommended Prerequisite(s):
Familiarity with software and hardware components.
Familiarity with IT process analysis methods and techniques.
ITIL Foundation Level certification.
Requirements
This certification requires 1 exam
Exam Required:
Click on the link below to see exam details, exam objectives, suggested training and sample tests.
C9560-680 – IBM Control Desk V7.6 Fundamentals
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