QUESTION: 5

Level 3 CA Service Desk Analyst, Indira Chopra, resolves a ticket and returns it immediately to single point of contact (SPOC), Cliff Warner. Cliff needs to verify with the user that the issue is resolved and:

Ask the end user to close the ticket.
Return the ticket to Indira for closure.
Close the ticket, which sets it to inactive.
Set the ticket to pending in case there are related issues.

Answer(s): C

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QUESTION: 6

Which parts comprise the Central Management Console (CMC) home page? (Choose three)

Define
Manage
Navigate
Organize
Users and Groups

Answer(s): A,B,D

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QUESTION: 7

Which component has a Willingness Value?

Web engine
Data extractor
pdm_userload input file
Database interface (DBI)

Answer(s): A

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QUESTION: 8

Which features characterize CA Workflow? (Choose three)

It includes inherent security.
It is only used for manual tasks.
It is external to CA Service Desk.
It is used for well defined processes.
Users need to be Analysts in CA Service Desk.

Answer(s): A,C,D

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QUESTION: 5

QUESTION: 6

QUESTION: 7

QUESTION: 8

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