C9560-680 - IBM Control Desk V7.6 Fundamentals Practice Exam
C9560-680 - IBM Control Desk V7.6 Fundamentals
About IBM Control Desk V7.6 Fundamentals
This certification exam is designed for 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.
Prerequisite for the exam
• Familiarity with software and hardware components.
• Familiarity with IT process analysis methods and techniques.
• ITIL Foundation Level certification.
Course Outline
1. IBM Control Desk Concepts
• 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).
2. General Installation and Deployment IBM Control Desk
• 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).
3. Configure IBM Control Desk
• 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.
4. Usage of IBM Control Desk
• 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.
Exam Pattern
- Exam Name: IBM Control Desk V7.6 Fundamentals
- Exam Code: C9560-680
- Length of Time: 90 Minutes
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