CA Cloud Service Management Proven Professional Certification Exam

Transcription

1 CA Cloud Service Management Proven Professional Certification Exam (CAT-520) Study Guide Version 1.1

2 - PROPRIETARY AND CONFIDENTIAL INFORMATION 2015 CA. All rights reserved. CA confidential & proprietary information. For CA, CA Partner and CA Customer use only. No unauthorized use, copying or distribution. All names of individuals or of companies referenced herein are fictitious names used for instructional purposes only. Any similarity to any real persons or businesses is purely coincidental. All trademarks, trade names, service marks and logos referenced herein belong to their respective companies. These Materials are for your informational purposes only, and do not form any type of warranty. The use of any software or product referenced in the Materials is governed by the end user s applicable license agreement. CA is the manufacturer of these Materials. Provided with Restricted Rights.

3 Exam Study Guide Table of Contents Table of Contents... i 1 Exam Information Areas for Study Sample Certification Exam Questions... 6 i

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5 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, KryterionOnline, 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 Cloud Service Management Proven 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 and to participate in CA Global User Community forums at The experience gained from taking courses and using the product will help you: x Gain a comprehensive understanding of the product or solution x 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 Kryterion 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: Professional Exam Details x Recertification: This credential is valid for two years from the date you pass the exam. You will need to take the certification/recertification exam in two years. CA Technologies will make a best effort to send you a reminder 60 days prior to expiry of your current credential. x Number of items = 50 x Item types = Multiple choice, including multiple response questions x Time to complete test: 90 minutes x Passing score is 70% x 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

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8 Table 1. Exam Objectives Exam objectives as they map to related courses and the body of knowledge, including percentage of exam devoted to topics. Exam Objectives Configuring Your System Understanding Out of the Box Capabilities Understanding Ticket Workflow Components Configuring an Incident Management Workflow Related Content CA Cloud Service Management YouTube Videos Configuring Your System Playlist x Add Users x Setup Organizations x Roles and Groups x Categorization x Create a Service Level Target Documentation at support.ca.com, Field Experience x Reset Password and Login x Configure Organization-based Security CA Cloud Service Management YouTube Videos Out of the Box Capabilities Playlist x Using Attributes x Break Fix Change Management x Emergency Change Management x Problem Management x Service Level Targets CA Cloud Service Management YouTube Videos Ticket Workflow Components Playlist x Create New Communication Template x Create a Background Workflow Action to Start a Task x Create a New Approval Group x Test a Task Ticket Template x Modify Values for Standard Ticket Fields On Demand CA Cloud Service Management: Configure an Incident Management Workflow 300 (33CSV30030) x Set Up Preliminary Data x Configure the Incident Management Workflow Documentation at support.ca.com, Field Experience x Describe Violation Targets Exam Focus 14% 10% 10% 14% 4

9 Exam Objectives Performing Advanced Reporting and Knowledge Management Configuring an Employee Provisioning Workflow Configuring a Change Management Workflow Configuring ADSync Understanding SSO Requirements Related Content CA Cloud Service Management YouTube Videos Knowledge Management Playlist Reporting Playlist On Demand CA Cloud Service Management: Configure an Incident Management Workflow 300 (33CSV30030) x Generate Knowledge Articles CA Cloud Service Management: Perform Advanced Reporting (33CSV30040) x Describe Advanced Reporting x Configure Ad Hoc Views x Configure Reports and Dashboards On Demand CA Cloud Service Management: Configure an Employee Provisioning Workflow (33CSV30050) x Set Up Preliminary Data x x Configure the Service Request Catalog Item Configure a Task Flow On Demand CA Cloud Service Management: Configure a Change Management Workflow (33CSV30060) x Set Up Preliminary Data x Configure the CMDB x Configure the Change Management Workflow Documentation at support.ca.com, Field Experience x Describe Action on Approval Documentation at support.ca.com, Field Experience x Configure ADSync Documentation at support.ca.com, Field Experience x Identify SSO Requirements Exam Focus 22% 12% 14% 2% 2% 5

10 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 In CA Cloud Service Management, which feature characterizes roles? A. They can consist of groups but not individual contacts. B. They can be made inactive but they cannot be deleted permanently. C. They can consist of multiple individual contacts but not support groups. D. Their assigned permissions can be inherited by related support groups and users related to that role. Question 2 You are implementing a modified incident management workflow. After you define the data you need to collect, you define the attributes to contain this data. What should you do next? A. Map each attribute to a Reason Code. B. Associate the attributes to custom fields. C. Create an assignment group for self-service users. D. Associate the attributes to configuration items (CIs). Question 3 In the attribute value format for lists, check boxes, and radio buttons, why might you include double pipe ( ) characters? A. To separate multiple values B. To separate displayed and stored values C. To indicate that the value supplied does not need to be case-sensitive D. To indicate that values after the pipes can be used as an alternative to values before the pipes 6

11 Question 4 When using service-level management, which factors should you consider? (Choose two) A. Existing service metrics can be modified and new metrics can be added. B. Multiple threshold rules can be specified as violation thresholds for a service target. C. Multiple service targets can be configured with different matching conditions based on the same service metric. D. To provide Service Level Agreement (SLA) monitoring, the Service Level Compliance Monitoring job trigger must be enabled. Question 5 In CA Cloud Service Management, four types of change requests are available. Which workflow type is recommended for documenting a change after it is implemented without an approval process? A. Normal B. Standard C. Break-fix D. Emergency Question 6 When building a workflow for approvals, you need to use several fields that are specific to change management. An example is: A. appr_phase. B. ticket_escalation. C. compliance_status. D. ticket_reason_code. 7

12 Question 7 When you use the name of an approval phase in a matching condition, which factor should you consider? A. The phase name is case-sensitive. B. The phase name needs to be prepended by zz. C. Multiple phases need to be separated by commas. D. Hyphens will be automatically added in place of spaces. Question 8 In CA Cloud Service Management, a regulated service must also be configured as a configuration item (CI). To specify that a particular CI is a regulated service, what can you use as an alternative to the CI attribute? A. Attachments B. Categorization C. Issue Services D. Change Advisory Boards (CABs) Question 9 You are implementing a new change management workflow based on regulated services with related configuration items (CIs). You want to include a technical expert as an assessor of the change request but without the right to vote. Which type of membership do you assign to this expert? A. User B. Approver C. Reviewer D. Support Provider 8

13 Question 10 Which data source represents data stored in a two-dimensional relational database? A. View B. Topic C. Domain D. OLAP Connection Question 11 Jeff Hardy has created an ad hoc view showing the type and status of tickets. He wants to display the number of tickets by type and status. What is the most appropriate format? A. Cube B. Table C. Chart D. Crosstab Question 12 Which advanced reporting components enable you to export to a variety of file formats? (Choose two) A. Report B. Domain C. Dashboard D. Ad hoc view 9

14 Question 13 Heather Marley, who had previously been assigned the KBAnalyst role, has now been assigned the KBAdmin role. Which additional functions will Heather be able to perform? (Choose three) A. Manage knowledge articles. B. Set permissions for other users to view. C. Approve and publish knowledge articles. D. Work with retired or archived knowledge articles. E. Set the knowledge article category to categorize the article. Question 14 Which features characterize knowledge articles? (Choose three) A. Any user license type can create a new article. B. Self-service users can discuss and rate unapproved articles. C. Any or all reviewers in a reviewer group can approve and publish an article. D. Set as Sticky can be used to ensure an article floats to the top in searches. E. Article creation can be made a standard task in a Problem Management workflow. Question 15 When you are setting expiration dates for knowledge articles, which factor should you consider? A. Expired articles are permanently deleted. B. Administrators are unable to set an article to Approved after it expires. C. By default, articles expire after 180 days and must be resubmitted for approval. D. Articles that are not viewed during a defined period are automatically expired. 10

15 Question 16 To configure service desk ticket creation based on incoming s, the administrator needs to: (Choose two) A. set the Protocol field to No Reply. B. associate a ticket type to each mailbox. C. set the Block Outgoing s flag to Yes. D. configure at least one incoming mailbox with an address. Question 17 When managing approval groups, which factors should you consider? (Choose two) A. For change requests, the approval function must be explicitly enabled. B. Multiple approval groups can be configured for different approval-related needs. C. To enable the notification of a ticket submitted for approval, a task order template must be added to the relevant workflow action. D. Contextual approvers and reviewers can be added to an approval group, where the approver or reviewer will be determined from the context of the ticket. Question 18 With the required permissions, which CA Cloud Management users can create knowledge articles? A. Administrators only B. Knowledge Managers only C. All licensed users except self-service users D. Knowledge Managers and Administrators only 11

16 Question 19 If CA Cloud Service Management is configured with the default settings, which Knowledge Management-related tasks can analysts perform? (Choose two) A. Create a knowledge article. B. Export a service request ticket as a knowledge article. C. View knowledge articles that are currently in a draft state. D. Convert a problem ticket to a knowledge article using the Add to Knowledgebase action. Question 20 When you create an ad hoc view, which actions can you perform? (Choose three) A. Edit a domain. B. Create and lock a filter. C. Save the view as a topic. D. Export the report to the knowledgebase. E. Edit the display labels that appear in the report or dashboard. Question 21 Which steps might you perform in Domain Designer? (Choose three) A. Edit locale bundles. B. Create and edit dashboards. C. Select a table on the Tables tab. D. Assign a source on the Asset Discovery tab. E. Add a label key and a description key for a display set on the Display tab. 12

17 Question 22 When you use the ADSync Utility, which factors should you consider? (Choose three) A. All user IDs are case-sensitive. B. All tenants can share the same instance of the ADSync Utility. C. If you want to run a full sync, you need to remove all backup files. D. Ideally, the synchronization process should be run once every day. E. All directory servers should be mapped to the same instance of the ADSync Utility. Question 23 For single sign-on (SSO), which protocol does CA Cloud Service Management support? A. Web Services Federation Language (WS-Federation) B. Security Assertion Markup Language (SAML) 1.0 C. SAML 2.0 D. OAuth2 Question 24 CA Cloud Service Management provides out-of-the-box, role-based views, which: (Choose two) A. ensure that non-self-service users can see all sections and details of tickets. B. enable each of the five ticket types to be handled differently while displaying ticket details to users. C. offer a standard view that can be copied and modified by a slice administrator to create additional views based on the needs of the slice. D. ensure that a user can view details of a ticket based on the main role that the administrator assigns to that user. 13

18 Question 25 To control how self-service users view ticket attachments, which actions can you perform on an attachment? (Choose two) A. Mark it as private. B. Hide it from end users. C. Specify that it is non-global. D. Add it as a URL instead of as a file. 14

19 Answers Question 1 = D Question 2 = B Question 3 = A Question 4 = C and D Question 5 = C Question 6 = A Question 7 = A Question 8 = B Question 9 = C Question 10 = C Question 11 = D Question 12 = A and D Question 13 = A, C, and D Question 14 = A, D, and E Question 15 = C Question 16 = B and D Question 17 = B and D Question 18 = C Question 19 = A and D Question 20 = B, C, and E Question 21 = A, C, and E Question 22 = A, C, and D Question 23 = C Question 24 = B and C Question 25 = A and B 15