CA Service Desk Manager r12.x Professional Exam (CAT-180) Study Guide Version 1.2

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1 CA Service Desk Manager r12.x Professional Exam (CAT-180) Study Guide Version 1.2

2 - PROPRIETARY AND CONFIDENTIAL INFORMATION - These educational materials (hereinafter referred to as the Materials ) are for the end user s educational purposes only and are subject to change or withdrawal by CA at any time. These Materials may not be copied, transferred, reproduced, disclosed, modified or duplicated, in whole or in part, without the prior written consent of CA. These Materials are confidential and proprietary information of CA and protected by the copyright laws of the United States and international treaties. EXCEPT AS OTHERWISE STATED IN THE APPLICABLE AGREEMENT, TO THE EXTENT PERMITTED BY APPLICABLE LAW, CA PROVIDES THESE MATERIALS AS IS WITHOUT WARRANTY OF ANY KIND, INCLUDING WITHOUT LIMITATION, ANY IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE OR NONINFRINGEMENT. IN NO EVENT WILL CA BE LIABLE TO THE END USER OR ANY THIRD PARTY FOR ANY LOSS OR DAMAGE, DIRECT OR INDIRECT, FROM THE USE OF THESE MATERIALS, INCLUDING WITHOUT LIMITATION, LOST PROFITS, BUSINESS INTERRUPTION, GOODWILL, OR LOST DATA, EVEN IF CA IS EXPRESSLY ADVISED OF SUCH LOSS OR DAMAGE. The use of any software or product referenced in the Materials is governed by the end user s applicable license agreement. The manufacturer of these Materials is CA. Provided with Restricted Rights. Use, duplication or disclosure by the United States Government is subject to the restrictions set forth in FAR Sections , , and (c)(1) - (2) and DFARS Section (b)(3), as applicable, or their successors. All trademarks, trade names, service marks, and logos referenced herein belong to their respective companies. Copyright 2014 CA. All rights reserved.

3 Table of Contents Table of Contents... iii 1 Exam Information Areas for Study Sample Certification Exam Questions... 5 iii

4 1 Exam Information The CA Technologies Certification Program is designed to measure your skills, knowledge, and expertise in managing, administering, installing, configuring and implementing select CA Technologies products for complete and optimized IT solutions. With CA certifications, management teams will have peace of mind that knowledgeable professionals are handling their CA Technologies applications. Proctored by a third party vendor, KyterionOnline, CA Technologies certifications objectively validate the competencies of a project team whether that team is your in-house staff, CA Technologies Professional Services, or a CA Technologies partner. The aim of this document is to help you prepare for the CA Service Desk Manager r12.x Professional Certification Exam. Make sure that you familiarize yourself with the content areas tested. Your best path to success is to attend the exam prep course(s). You may also find it helpful to review the product documentation at https://support.ca.com and to participate in CA Global User Community forums at https://communities.ca.com. The experience gained from taking courses and using the product will help you: Gain a comprehensive understanding of the product or solution Increase the likelihood of passing the exam on your first attempt The Exam Experience You can register to take an online proctored exam from your home or office using Kryterion s Online Proctoring (OLP) Services, or you can take an on-site proctored exam at a KryterionOnline testing center. If you choose to take an online proctored exam, you will need Internet access, an external web camera, and a computer that meets specific hardware and software requirements. For answers to frequently asked questions about registering for exams, locations, on-site and virtual proctoring, OLP equipment requirements, cancellation and re-scheduling policies and more, read our FAQs at CA employees may also go here for more information: https://one.ca.com/education/certification Professional Exam Details Product release: Major release listed in the title; Includes subsequent point releases Recertification: There is no annual requirement to recertify for the same release of a product. For each major product release, an updated exam will be available for recertification. Number of items = 50 Item types: Multiple choice, including multiple response questions Time to complete test: 90 minutes Passing score: 70% Attempts Permitted: You may register for your first retake immediately. For subsequent retakes you are required to wait at least thirty (30) calendar days from the date of your last attempt. Read the online FAQs for details. 1

5 2 Areas for Study Information from a variety of sources can represent the body of knowledge covered by the exam. Figure 1. Learning path and body of knowledge support.ca.com communities.ca.com Best Practices cawiki.ca.com Prior Knowledge Use Cases & Scenarios Practical Application of Course Concepts CA Service Desk Manager r12.9 Courses: 33SVD20501 Basic Administration SVD20471 Configure Incident & Problem Management SVD20481 Configure Change Management SVD30080 Building Advanced Notifications SVD30090 Build Stored Queries for the Scoreboard SVD20381 Implementing Advanced Availability SVD30141 Managing the Report Environment SVD30121 Building Web Intelligence Reports SVD30071 Modify Forms and Database SVD30100 Archive and Purge Data SVD30110 Extract, Transform and Load Data 300 CA Tech Insider Green Books Green Papers Experience Search the CA Education Portal for courses covering the latest product releases, as they may not have been available at the time of this document posting: o Partners & Customers look here: o Employees look here: https://calearning.ca.com Visit Communities at CA for documentation and more: https://support.ca.com Register for the exam here: 2

6 Table 1 Exam objectives as they map to related courseware and the body of knowledge, including percentage of exam devoted to topics. Exam Objectives Administering CA Service Desk Manager Related Content CA Service Desk Manager r12.9: Administration Basics 200 Exam Focus 8% Establishing the Business Data Structure Configuring Incident and Problem Management Configuring Change Management Configuring Contacts and Groups CA Service Desk Manager r12.9: Administration Basics 200 CA Service Desk Manager r12.9: Configure Incident and Problem Management 200 (33SVD20471) CA Service Desk Manager r12.9: Configure Change Management 200 (33SVD20481) CA Service Desk Manager r12.9: Administration Basics 200 4% Configuring Security CA Service Desk Manager r12.9: Administration Basics 200 Administering Notifications CA Service Desk Manager r12.9: Administration Basics 200 8% Administering Service Level Agreements CA Service Desk Manager r12.9: Administration Basics 200 Administering Surveys CA Service Desk Manager r12.9: Administration Basics 200 Archiving and Purging Data CA Service Desk Manager r12.9: Archive and Purge Data 300 (33SVD30100) 4% Manipulating Data CA Service Desk Manager r12.9: Extract, Transform and Load Data 300 (33SVD30110) 10% Managing the Report Environment Creating Web Intelligence Reports Using InfoView CA Service Desk Manager r12.9: Managing the Report Environment (33SVD30141) CA Service Desk Manager r12.9: Building Web Intelligence Reports 300 (33SVD30121) 4% 8% 3

7 Exam Objectives Modifying Web Intelligence Reports Implementing a Customized Universe Creating Web Forms for Reports Related Content CA Service Desk Manager r12.9: Building Web Intelligence Reports 300 (33SVD30121) CA Service Desk Manager r12.9: Managing the Report Environment 200 (33SVD30141) CA Service Desk Manager r12.9: Building Web Intelligence Reports 300 (33SVD30121) Exam Focus Creating Dashboard Frames Product Documentation, Field Experience Using Web Screen Painter Creating Tabs for Reports Product Documentation, Field Experience Adapting CA Service Desk Manager to Your Business Practices Adapting the CA Service Desk Manager Web Client to Your Business Practices Customizing Notification Methods Implementing Advanced Availability CA Service Desk Manager r12.9: Modify Forms and Database 300 (33SVD30071) CA Service Desk Manager r12.9: Modify Forms and Database 300 (33SVD30071) Product Documentation, Field Experience CA Service Desk Manager r12.9: Implementing Advanced Availability 200 (33SVD20381) 4

8 3 Sample Certification Exam Questions These sample questions are very similar to the questions in the actual exam. Some questions may include several correct options. Question 1 You are creating and modifying configuration item (CI) support data for one of your external partners, a computer manufacturer. You have defined this partner as a company. Now, for each type of computer they manufacture and that you use, you will define a: A. family. B. model. C. category. D. component. Question 2 In a stored query, which character denotes an object-level join? A. Plus (+) B. Minus (-) C. Period (.) D. Ampersand (&) Question 3 What are the components of a notification rule? (Choose three) A. Services B. Contacts C. Constraints D. Condition macro E. Message template 5

9 Question 4 When creating archive and purge rules, you can use the Additional Query field to: (Choose two) A. create new configuration option name objects. B. build a query using drag-and-drop functionality. C. refine the selection criteria beyond the basic configuration object name. D. use more detailed archiving to separate files for organizations and tenants. Question 5 Which considerations apply when using pdm_backup? (Choose three) A. You use pdm_backup r to restore a database. B. pdm_backup also backs up application configuration files. C. You must have the services running to execute this command. D. pdm_backup can be very slow on some platform combinations. E. pdm_backup writes one or more tables from a CA SDM database to an ASCII file. Question 6 Where do you check for folder permissions before you save a report to a public folder? A. Control Panel B. Administrative Panel C. Central Management Console (CMC) D. Microsoft Management Console (MMC) 6

10 Question 7 Which parts comprise the Central Management Console (CMC) home page? (Choose three) A. Define B. Manage C. Navigate D. Organize E. Users and Groups Question 8 Which group membership permits a user to refresh a report in real time? A. View B. Update C. Schedule D. View On Demand 7

11 Answers Question 1 = B Question 2 = C Question 3 = B, D, and E Question 4 = C and D Question 5 = B, D, and E Question 6 = C Question 7 = A, B, and D Question 8 = D 8

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