000-018 Study Materials

000-018 ExamIBM Tivoli Service Request Manager V7.1 ImplementationExam Number/Code : 000-018Exam Name : IBM Tivoli Service Request Manager V7.1 ImplementationQuestions and Answers : 170 Q&AsUpdate Time: 2010-03-03Price: $ 122.00
Given that IBM Tivoli Service Request Manager V7.1 has been installed, describe the key data elements that should be configured to begin using IBM Tivoli Service Request Manager V7.1, so that there is an understanding of the based data that must be configured for IBM Tivoli Service Request Manager V7.1.
With emphasis on performing the following tasks:Organizations: ISM’s data can be logically separated into different Organizations. Defining these organizations up front is key to setting up IBM Tivoli Service Request Manager V7.1 initially.Person Data: Person Data represents any person in the system. This could be a user of the system (in addition to a user record), or someone requesting a service, or reporting an issue.Person Group: The person groups are collections of people that typically perform the same kind of work.Classification: The base object that allows IBM Tivoli Service Request Manager V7.1 users to define what kind of request they are dealing with.Worklog Types: As work is being performed, that work is documented in a log with a work-type associated. Essentially, the type of work is being performed.Status Values: The different process states for SR, Incident, Problem and Service Order.Failure Codes: Used to document the results of an issue, why a service went down, why an asset failed, etc.
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