E-mail Password Forgot Password? Sign Up

Top Vendor Included


Testimonials

CertKingdom.com is No1
CertKingdom.com is No1 in sites coz in 50$ I cant believe this but when i purchased the 50$ package it was amazing I passed 5 Exams using Certkingdom guides in one month, " Now I am MCITP Certified" many thanks to Certkingdom Team , Thanks. Samantha R

Exam: 000-018

Certkingdom's preparation material includes the most excellent features, prepared by the same dedicated experts who have come together to offer an integrated solution. We provide the most excellent and simple method to pass your certification exams on the first attempt “GUARANTEED”

Whether you want to improve your skills, expertise or career growth, with Certkingdom's training and certification resources help you achieve your goals. Our exams files feature hands-on tasks and real-world scenarios; in just a matter of days, you'll be more productive and embracing new technology standards. Our online resources and events enable you to focus on learning just what you want on your timeframe. You get access to every exams files and there continuously update our study materials; these exam updates are supplied free of charge to our valued customers. Get the best 000-018 exam Training; as you study from our exam-files "Best Materials Great Results"


000-018 Exam and 4000+ Exam $70 - $50
(you save $20)
Buy Now

Vendor IBM
Certification IBM Certifications
Exam Code 000-018
Exam Title IBM Tivoli Service Request Manager V7.1 Implementation
No. of Questions 114
Last Updated 12/06/2014
Product Type Q & A with Explanation
Question & Answers Download
Prep. Lab Download
Study Guide Download
Audio Download
Video Download
Test Engine Download
Price $50 - Unlimited life time access Immediate access to 000-018 & 4000+ more exam training tools included in this package
Buy Now
Exams Description

000-018
IBM Tivoli Service Request Manager V7.1 Implementation

Related certifications:
* IBM Certified Deployment Professional - Tivoli Service Request Manager V7.1
* IBM Certified Advanced Deployment Professional - IBM Service Management Service Delivery and Process Automation 2009
* IBM Certified Advanced Deployment Professional - IBM Service Management Service Delivery and Process Automation V2

This Training will cover

Section 1: System Setup and Configuration
1. Given administrator rights for the Database Configuration application, navigate to the Database Configuration application, select the appropriate object for enabling multi lingual support, so that multi lingual support has been enabled.


With emphasis on performing the following tasks:
1. Log-in to IBM Tivoli Service Request Manager V7.1 with administrator privileges.
2. Navigate to the Database Configuration application.
3. Search and open the appropriate object.
4. Specify the table name to store the multi lingual content in the Language Table textbox.
5. Choose one or more attributes for enabling multi lingual support.
6. The multi language checkboxes will be editable only if the MLSupported property is enabled for the attribute in the Maxattribute table.
7. Enable the Multilanguage In Use checkbox.
8. Verify that both the Multilanguage In Use and Multilanguage Supported checkboxes are checked.
9. Select Save.
10. From the list tab turn on the Manage Admin Mode.
11. On the Select Action menu, choose Apply Configuration Changes.
12. From the list tab turn off the Manage Admin Mode.

2. Given sufficient permissions, define a new conditional expression and apply it to a field to restrict when it is required, when it can be edited, or seen, so that a field is configured to be read-only, hidden, or required based on the value of some attribute in the object.


With emphasis on performing the following tasks:
1. Log into IBM Tivoli Service Request Manager V7.1 with sufficient administrative privileges.
2. Navigate to the Conditional Expression Manager Application.
3. Click the New Row button.
1. Enter a description for this expression.
2. Change the name of the expression.
4. Enter a valid expression (attribute and value to check).
5. Select "Always Evaluate" if you do not want the condition cached with the application.
6. Save the Condition.
7. Navigate to the Security Groups application.
8. From the Select Action menu, choose Global Data Restrictions.
9. Select Attribute Restrictions (or Object Restrictions to restrict and entire object).
10. Click the Add New Row button.
1. Select the object to utilize.
2. Select the attribute that you want to utilize.
3. Select the application that you want to modify.
4. Select the type of conditional modification for this field.
5. Select the condition that you defined above.
6. Select OK.

3. Given administrator authority for HTTP server, create doclinks directory and modify httpd.conf file, so that documents can now be attached in Maximo.


With emphasis on performing the following tasks:
1. Create a doclinks directory on the computer where the document files are stored. For example:

Windows c:doclinks
2. UNIX/home/doclinksShare the drive so that users can connect to it.
3. Create the following subdirectories under the doclinks directory:

attachments
default
diagrams
4. imagesGo to the location of the httpd.conf file for the IBM HTTP server and back it up. The default installation location is described in the following table:

Windows C:Program FilesIBMHTTPServerconfhttpd.conf
5. UNIX/home/IBMHTTPD/conf/httpd.confOpen the httpd.conf file in a text editor. Find the section that begins with the following line:
1. This should be changed to whatever you set DocumentRoot to.
6. Change the Directory line from the previous step to specify the doclinks directory that you created:

Windows
7. UNIXFind the section that begins with the following lines:
1. Document Root: The directory out of which you will serve your
2. documents. By default, all requests are taken from this directory, but
3. symbolic links and aliases may be used to point to other locations.
8. Edit the DocumentRoot line to specify the doclinks directory:

Windows DocumentRoot c:doclinks
9. UNIX DocumentRoot /home/doclinksSave and close the file.
10. Go to System Configuration -> Platform Configuration -> System Properties and update the attached document properties document.
11. Restart the HTTP server.
12. Restart WebSphere Application Server and the system.

4. Given write access to Application Designer, export the existing lookups.xml, add in the new table that defines the custom lookup, and then re-import the xml, so that custom lookup are available for use.


With emphasis on performing the following tasks:
1. Log-in to IBM Tivoli Service Request Manager V7.1 with administrator privileges.
2. Navigate to the Application Designer.
3. Select Export System XML from the action dropdown menu.
4. Select the arrow next to Lookups on the Dialog.
5. Save the exported xml in wordpad format.
6. Open the wordpad document, scroll to the bottom.
7. Add in a new table with the attributes and events that should be available in the lookup. Ensure unique IDs are used to name the controls.
8. Save the lookups.xml file.
9. Import the xml back into the system using the import button on the Application Designer toolbar.

5. Given a supported directory server, use the Security Group application to create new security groups and the Users application to configure users for various levels of access, so that users can be granted various levels of access.


With emphasis on performing the following tasks:
1. Define users using directory server's interface within the directory server.
2. Each process manager defines a set of roles, which are added to your directory server as security groups if you choose automatic configuration. If you choose not to use automatic configuration, you must create the security groups in your directory server before proceeding. If you create the security groups yourself, you can:
1. Use security groups that are already defined in your directory server.
2. Create the same security groups that IBM Tivoli Service Request Manager V7.1 provides in the best practices content.
3. Create new security groups that differ from those provided by the best practices content.
4. Use some mixture of new and existing security groups.
3. Use the directory server's user interface to assign each user to one or more of these security groups. The security groups to which a user belongs determine which applications that user can use and which start center the user will see when logging into IBM Tivoli Service Request Manager V7.1. If you use access collections, the user's memberships in security groups will also determine which configuration items that user can work with.
4. If you have not already done so, configure the VMM cron task to copy user and group information from your directory server into the Maximo® database. This process is described in the "Synchronizing data" topic in the Installation section of the infocenter.
5. If you have created new security groups, click Go To->Security->Security Groups to open the Security Groups application. Use this application to specify the application access permissions for each security group. For reference, you can view the default application access lists for the security groups defined by the best practices content.
6. Each user must have a site defined. After your users have been copied from the directory server into the Maximo database, click Go To-> Security-> Users to open the Users application. You can assign a site to a group of users by using the Set Security Profile select action. View the help for the Users application for more details.

6. 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:
1. 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.
2. 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.
3. Person Group: The person groups are collections of people that typically perform the same kind of work.
4. Classification: The base object that allows IBM Tivoli Service Request Manager V7.1 users to define what kind of request they are dealing with.
5. 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.
6. Status Values: The different process states for SR, Incident, Problem and Service Order.
7. Failure Codes: Used to document the results of an issue, why a service went down, why an asset failed, etc.

7. Given administrator rights for the Database application, navigate to the Database application, write the insert statements into the Maxmenu, Sigoption, and Applicationauth tables, so that new dropdown menu items have been configured.


With emphasis on performing the following tasks:
1. Log-in to Database application with administrator privileges.
2. Write and execute the insert statement into the Maxmenu table specifying the Menutype as �APPMENU' and the corresponding application in the Moduleapp column and unique identifier in the Keyvalue column for the menu item.
3. Write and execute the insert statement into the Sigoption table specifying the Optionname column value same as the Keyvalue column value from the Maxmenu table and the application value in the App column same as the Moduleapp column value from the Maxmenu table.
4. Write and execute the insert statements into the Applicationauth table specifying the various Groupnames that can have access to the above specified sigoption by specifying the same value in the Optionname column as the Optionname column value in the Sigoption table and the application value in the App column same as the App column value from the Sigoption table.
5. Commit the database changes.
6. Restart the application server service within the application server for the changes to take effect.

8. Given administrator rights for the Database application, navigate to the Database application, write the insert statements into the Maxmenu, Sigoption and Applicationauth tables, so that new toolbars have been configured.


With emphasis on performing the following tasks:
1. Log-in to Database application with administrator privileges.
2. Write and execute the insert statement into the Maxmenu table specifying the Menutype as �APPTOOL' and the corresponding application in the Moduleapp column and unique identifier in the Keyvalue column for the tool bar item and the tool icon image name in the Image column.
3. Write and execute the insert statement into the Sigoption table specifying the Optionname column value same as the Keyvalue column value from the Maxmenu table and the application value in the App column same as the Moduleapp column value from the Maxmenu table.
4. Write and execute the insert statements into the Applicationauth table specifying the various Groupnames that can have access to the above specified sigoption by specifying the same value in the Optionname column as the Optionname column value in the Sigoption table and the application value in the App column same as the App column value from the Sigoption table.
5. Commit the database changes.
6. Restart the application server service within the application server for the changes to take effect.

9. Given administrator rights for the Database Configuration application, navigate to the Database Configuration application, select the appropriate object and attributes for auditing, so that auditing has been enabled.


With emphasis on performing the following tasks:
1. Log-in to IBM Tivoli Service Request Manager V7.1 with administrator privileges.
2. Navigate to the Database Configuration application.
3. Search and open the appropriate object.
4. Select the check box Audit Enabled under the Audit section.
5. Choose one or more attributes for auditing.
6. Select Save.
7. From the list tab, turn on the Manage Admin Mode.
8. On the Select Action menu, choose Apply Configuration Changes.
9. From the list tab, turn off the Manage Admin Mode.

10. Given administrator rights for the System Properties application, navigate to the System Properties application, select the appropriate system property for configuring and setting, so that system property has been configured.


With emphasis on performing the following tasks:
1. Log-in to IBM Tivoli Service Request Manager V7.1 with administrator privileges.
2. Navigate to the System Properties application.
3. Search and open the appropriate system property.
4. Click the twisty next to the property.
5. Enter the Global Value for the property in the detail section.
6. Select Save.
7. Enable the checkbox next to the system property.
8. On the Select Action menu, choose Live Refresh or click the Live Refresh tool icon.
9. Verify if the Global Value and the Current Value of the system property match on the pop up dialog that appears.
10. Click OK.

11. Given administrator rights for the Cron Task Setup application, navigate to the Cron Task Setup application, select the PmObjSearchCron for enabling, so that Global and IBM Tivoli Service Request Manager V7.1 search has been set up.


With emphasis on performing the following tasks:
1. Log-in to IBM Tivoli Service Request Manager V7.1 with administrator privileges.
2. Navigate to the Cron Task Setup application.
3. Search and open the PmObjSearchCron Cron task.
4. Select the check box Active under the Cron Task Instance section.
5. Select Save.
6. Verify if the index file has been generated under the application server directory inside the "objsearchindex_" folder after the specified schedule time in the cron task.

12. Given Log and Trace Analyzer Suite is installed, modify config.properties, copy resource set definitions, start resource set generator, and import symptom database catalogs, so that Log and Trace Analyzer is prepared to be used.


With emphasis on performing the following tasks:
1. Modify the config.properties file
1. Open the WEBSPHERE_HOMEsystemAppsisclite.earPortalLogTraceAnalyzer.warconfig.properties file. #Locate the ConfigFileDir properties key.
2. If the ConfigFileDir key has a # symbol in front of # ConfigFileDir =d:/config, remove the # to enable the ConfigFileDir properties key.

3. Note: If the key does not have # ConfigFileDir = d:/config then the Resource Set Generator may have already been invoked and has set the path. Ensure that you manually copy the logAnalyzerConfig.xml files generated by the Middleware installer to that directory. Skip step 4.Choose a path to save the resource definition files that the Log and Trace Analyzer Resource Set Generator creates and where you will manually copy the logAnalyzerConfig.xml files generated by the Middleware installer.
2. Copy resource set definitions

3. Copy the resource set definition file logAnalyzerConfig.xml (from C:Program FilesIBMAgentControllerpluginscom.ibm.srmconfig) into the directory specified for the ConfigFileDir.Install and run the resource set generator
1. On the machine where the Log and Trace Analyzer is installed, create a directory to contain the resource set generator. This directory does not have to be in the Log and Trace Analyzer path.

2. Note: If you install more than one product that supplies a copy of the resource set generator, install the resource set generator from each product into a separate directory. This will prevent the configuration files supplied by one product from being overwritten by the files from another product. You will have duplicate copies of the resource set generator, but each copy takes up less than one megabyte of space.Retrieve the context_file_generation_tool-AC-4.2.2.zip file from the LPCT directory on the product installation media.
3. Extract the zip file into the directory you created.
4. If you have not already done so, set the WEBSPHERE_HOME environment variable to the directory where WebSphere Application Server is installed. For example, if you installed WebSphere Application Server to the default location using the middleware installer, enter:

-On Windows: set WEBSPHERE_HOME=c:Program FilesIBMWebSphereAppServer
5. -On AIX and Linux: export WEBSPHERE_HOME=/opt/IBM/WebSphere/AppServer Optional: To display debugging information in the standard output, edit the ctxgen.bat (Windows) and ctxgen.sh (AIX and Linux) file in the bin directory where the resource set generator is installed.

-For Windows, replace set TRACE=off=disabled with set TRACE=info=enabled.
6. -For AIX and Linux, replace TRACE=off=disabled with "TRACE=info=enabled. For AIX and Linux, modify the permissions for the ctxgen.sh script file by entering chmod +x bin/ctxgen.sh at the command line.

After you install the resource set generator, run it to create an initial resource set definition file:
Ctxgen->wasuser userID->waspassword pwd->maxuser userID->maxpassword pwdImport symptom database catalogs
4.
1. From WebSphere ISC (Integrated Solutions Console), click the arrow icon to the right of Symptom databases in the Navigator portlet.
2. Click Import from the drop down menu.
3. Select the URL radio button and enter the URL where the symptom database catalog resides.

Always import the following:
-IBM Tivoli base services, Version 7.1 catalog
-IBM Tivoli Service Request Manager, Version 7.1 catalog
-IBM WebSphere Application Server, Version 6.1 catalog
4. If you are using DB2® or IBM Tivoli Directory Server, select the version that corresponds to the product version installed.Enter the destination file name.
5. Ensure that the Overwrite existing resources without warning and Use database for log analysis options are both selected.
6. Click OK.


Section 2: Working with Operational Data

1. Given the need to load bulk data, set up the object structure, enterprise service, and external system, so that a bulk load of data can be completed from a flat file.


With emphasis on performing the following tasks:
1. Log into IBM Tivoli Service Request Manager V7.1 with sufficient administrative privileges.
2. Go To-> Integration -> Object Structures.
3. Create the Object Structure to import the target object records.
4. Select New Object Structure button, Fill out the following values.
5. Object Structure: Target Object
6. Description: Optional Description
7. Consumed By: INTEGRATION
8. Support Flat Structure: Checked
9. Under Source Objects, select "New Row" button and select the target object in the Object field.
10. Click the Save button to save the Object Structure
11. Navigate To -> Integration-> Enterprise Services.
12. Create the Enterprise service for the target Object.
13. Select New Enterprise Service button, Fill out the following values:
14. Enterprise Service: Name of this enterprise service
15. Description: Description of this enterprise service
16. Operation: Sync
17. Object Structure: Target Object
18. Click the Save button
19. Go To -> Integration -> External Systems.
20. Hit enter to bring up the External System list and select EXTSYS1.
21. Click the Enterprise Services Tab.
22. Click the Select Services button.
23. In the new dialog advance the list looking for the new Enterprise Services you created for your Target Object.
24. Select these services and Click OK
25. Navigate back to the Enterprise Services.
26. Search for the Enterprise Services that you created earlier.
27. Check the Enabled box and uncheck the Use Continuous Queue box.
28. Import the Data.
29. Navigate to Integration ->External Systems
30. Hit enter to bring up the External System list and select EXTSYS1
31. Click the Enterprise Services Tab
32. Select the "Target Object" row and click the "Data Import" tab.
33. In the dialog that opens, select Flat File radio button and make sure the delimiter is �,'.
34. The "Import Preview" can be selected if a dry run is desired.
35. Browse to the import file and select it.
36. Click OK.

2. Given administrator rights for the Service Level Agreements application and Actions and Communication Templates are created, navigate to the Service Level Agreements application, and select the proper SLA criteria, so that a Service Level Agreement is successfully created.


With emphasis on performing the following tasks:
1. Log-in to IBM Tivoli Service Request Manager V7.1.
2. Navigate to the Service Level Agreements application.
3. Create a new Service Level Agreement.
4. On the Service Level Agreement page enter SLA Information.
1. Enter a description for the SLA.
2. Select the Object to which the SLA applies.
3. Select a Site the SLA applies to.
4. Select the SLA Type (Offering).
5. Define SLA Details.
1. Set Ranking.
2. Select SLA Administrator.
3. Select Vendor and Customer/Vendor Contact.
4. Classify the SLA.
5. Select Service and Service Group.
6. Set SLA Dates.
7. Select SLA Calendars.
1. Select the Organization and Calendar the SLA Applies To.
2. Select the Organization and Calendar for Target Calculations.
8. Create Additional SLA Criteria.
9. Select Commitments.
10. Define an Escalation with Escalation Points for the Commitments. Fill in data:
1. Enter Escalation details.
2. Select an object the Escalation applies to.

3. Enter/build an optional Condition for the Escalation. Select a Schedule.
11. Define Escalation Points.
1. Select a Elapsed Time Attribute.
2. Enter/Build an Escalation Point Condition.
3. Enter an Elapsed Time Interval.
4. Select Interval Unit of Measure.
5. Check repeat.
12. Define Actions
1. Select an optional Action Group
2. Select Actions to associate with the Escalation.
13. Create a notification for the Escalation.
1. Select a Communication Template.
14. Validate Escalation.
15. Activate Escalation.
16. On the Related SLAs page select the SLAs, the new SLA will support and/or select the SLAs that will support the new SLA.
17. On the Assets and Locations page select the Assets, Locations and/or Asset Type(s) for which the SLA is to be used, in case the object selected is a ticket, work order, asset or location.
18. On the KPIs page create and/or select the KPIs related to the SLA.
19. Select Save.
20. Activate the SLA.

Note: In case a SLA Type Vendor is selected, you can also associate contracts with the SLA.
3. Given administrator rights for the Migration Manager applications and version number of the base product and database is the same on source and target IBM Tivoli Service Request Manager V7.1 environment, navigate to the Migration Manager applications, define, create, distribute and deploy a package, so that configuration data is successfully migrated from a source to a target IBM Tivoli Service Request Manager V7.1 environment.


With emphasis on performing the following tasks:
1. Log-in to the IBM Tivoli Service Request Manager V7.1 source environment with administrator privileges.
2. Navigate to the Object Structures application.
3. Create new Object Structures for each Business Object to migrate.
1. Enter Object Structure identification and description.
2. Select Applications that can access the Object Structure.
3. Enter Inbound Processing and/or Outbound Definition Java Classes
4. Select Source Business Objects for the Object Structure.
1. Select Objects and Parent Objects.
2. Define Object Order.
5. Include/Exclude fields for each Object you wish to migrate.
6. Select Save.
7. Navigate to the Migration Group application.
8. Create a new Migration Group.
1. Enter Migration Group identification and description.
9. Select all Migration Objects for the Migration Group.
1. Select Object Structures.
2. Define Migration Object order.
10. Select Save.
11. Navigate to the Migration Manager application.
12. On the Package Definition page create a new Package Definition.
1. Enter Package identification and description.
2. Select Package Type
3. Enter Batch Size.
13. Select all Migration Groups to migrate with the package.
1. Select Migration Group.
2. Define optional Where Clause for each Object in the Migration Group.
14. Select Compiled Resources to migrate with the package.
15. Select Save.
16. Approve Package Definition.
17. Activate Package Definition.
18. Manage Targets.
1. Enter Target identification and description.
2. Select Distribution Type.
3. Enter URL or File Path
4. In case a Database Distribution is selected also provide a User Name, Password and Schema Name to be able to access the target Database.
19. On the Distribution page select the Package Distribution Target.
20. Select Save.
21. On the Package page create a Package.
1. Enter general and useful information about the package.
2. Select the Compiled Resources and provide a meaningful description.
22. On the Package page distribute a Package.
1. Select Distribution Targets and Distribute.
2. In case File Distribution was selected, the package can be downloaded and saved to any (shared) location.
23. Log-in to the IBM Tivoli Service Request Manager V7.1 target environment with administrator privileges.
24. Navigate to the Migration Manager application.
25. Upload the new Package.
26. Deploy the Package.
1. Make sure a recent backup of the target environment is available.
2. Select a Package to Deploy.
3. Package information can be viewed using the Package Information button.
4. Deploy the Package.
5. Enter Password and Reason for Change.
27. Once Deployment is successfully completed, verify the migrated objects exist and are fully functional.

4. Given administrator rights for the Actions application, navigate to the Actions application, make the necessary selections and enter data, so that an Action is successfully created.


With emphasis on performing the following tasks:
1. Log-in to IBM Tivoli Service Request Manager V7.1.
2. Navigate to the Action application.
3. Create a new Action.
4. Fill-in data.
1. Enter an Action description.
2. Select an Object.
3. Select the Type.
4. Select a Value in case the Type selected was not an Action Group.
5. Select a Parameter/Attribute in case the Type selected was Set Value.
6. In case the Type selected was Change Status, enter a brief description for the status change reason in the Memo field.
7. Select the application that can access the Action.
8. Select Action Group Members, in case the Type selected was Action Group.
5. Select Save.
6. Custom Classes can also be added to action in order to add business functionality.

5. Given administrator rights for the Escalation application and Actions and Communication Templates have been created, navigate to the Escalation application, create Escalation Points and define Actions and/or Notifications for these escalation points, so that an Escalation is successfully defined.


With emphasis on performing the following tasks:
1. Log-in to IBM Tivoli Service Request Manager V7.1.
2. Navigate to the Escalation application.
3. Create a new Escalation. Fill in the following data:
1. Enter Escalation details.
2. Select an object the Escalation applies to.
3. Enter/build an optional Condition for the Escalation.
4. Select a Schedule.
4. Define Escalation Points.
1. Select an Elapsed Time Attribute.
2. Enter/Build an Escalation Point Condition.
3. Enter an Elapsed Time Interval.
4. Select Interval Unit of Measure.
5. Check repeat.
5. Define Actions
1. Select an optional Action Group.
2. Select Actions to associate with the Escalation.
6. Create a notification for the Escalation.
1. Select a Communication Template.
7. Select Save.
8. Validate Escalation.
9. Activate Escalation.

6. Given administrator rights for the Classifications application, availability of a Classification and the Units of Measure, required for the Attributes, are available, navigate to the Classifications application, create or modify, and select attributes for a Classification, so that Attributes can be used on records where the associated Classifications are selected.


With emphasis on performing the following tasks:
1. Log-in to IBM Tivoli Service Request Manager V7.1 with administrator privileges.
2. Navigate to the Classifications application.
3. Search and select the appropriate Classification.
4. Add/modify Attribute Properties.
5. Select Attributes for the Classification.
6. Depending on the Attribute Data Type provide Attribute details.
1. Select Units of Measure.
2. Define if the Attribute will be available for child Classifications.
7. Define for which objects the Attributes will be used and visible.
1. Specify a sequence for each object.
2. Set Mandatory for each object.
3. Specify if the Attribute will be used to Generate Descriptions for each object.
4. Specify if the Attribute will be used to Generate Specifications for each object.
8. Select Save.

Note: For Attributes of Data Type Table, Table Attribute and Lookup Name are mandatory fields.
7. Given the appropriate authority to create, save and manage queries, create a query, save it and make it available, so that the query can be in the start center.


With emphasis on performing the following tasks:
1. Go to the application where the query needs to be created.
2. Select the Advanced Search pulldown.
1. Select More Search Fields.

-Enter the values in the fields that need to be searched.
2. -Click the Find button. Select Where clause.

-Enter the Where clause and click the Find button.Click the Save Query pulldown.
3. 4. Select Save Current Query.
5. Enter a name for the query.
6. Check the Public Checkbox to make it available for anyone's start center as well as the application where the query was created.
7. Click the OK button.

8. Given IBM Tivoli Service Request Manager V7.1 administrator privileges, from the Start Center edit current result set portlets by clicking the pencil Edit Portlet icon or add new result sets by clicking the Change Content/Layout link, so that new result sets have been created.


With emphasis on performing the following tasks:
1. Log-in to IBM Tivoli Service Request Manager V7.1 with administrator privileges.
2. From Start Center click Change Content/Layout.
3. Click Select Content button. There is a Select Content button for each pane. So, click the one for the Left or Right pane depending on where the new result set should be placed.
4. In the pop-up, click the Result Set checkbox and then OK.
5. Give it a display name and set the order of display.
6. Click the Finished button.
7. Back in Start Center, notice that the new portlet has been added.
8. In the upper right corner of the new portlet, click the pencil icon, Edit Portlet, to open the Result Set Setup application.
9. In the Result Set Setup application select the following: which Query to use, Columns to display, special Display options and the Chart options (for example, format is BAR, PIE or Chart ordered by which column), then hit the Finished button when done.
10. To edit it, just go back to step 2.8.8.

9. Given that a Communication Template has been created for an application, navigate to Escalation and create a schedule and condition for an escalation, so that an escalation has been configured using Communication Templates.

From the Communications Template app you can create a Communications Template records for sending emails from Problems, Incidents, SR, SLA, Escalation applications and for doing Surveys. Here is an example of a use of Communications Template with an Escalation. The given is a configured Communications Template instance.

With emphasis on performing the following tasks:
1. Example: From the Communications Template app you can create a Communications Template records for sending emails from Problems, Incidents, SR, SLA, Escalation applications and for doing Surveys. Here is an example of a use of Communications Template with an Escalation. The given is a configured Communications Template instance. Using a Communications Template to send an email every time an Incident has x in it, like send an email when an Incident has status opened.
2. Log-in to IBM Tivoli Service Request Manager V7.1 with administrator privileges.
3. From Start Center click Go To-> System Configuration-> Platform Configuration->Escalations.
4. Set the Applies To field to the application the Escalation is working with. For the example, set it to INCIDENT.
5. Set the Escalation schedule, when you want it to check.
6. Write a SQL conditional expression in the Condition field to be your trigger.
7. Check the Active checkbox.
8. Save the Escalation.

10. Given IBM Tivoli Service Request Manager V7.1 administrator privileges and a predefined KPI is available, use the Start Center to add a new KPI, so that the KPI has been added to the Start Center.


With emphasis on performing the following tasks:
1. Log-in to IBM Tivoli Service Request Manager V7.1 with administrator privileges.
2. From Start Center click Change Content/Layout.
3. Click Select Content button. There is a Select Content button for each pane. Click the one for the Left or Right pane depending on where the new result set is to go.
4. In the pop-up, click either the KPI List or KPI Graph checkbox and then OK.
5. Give it a display name and set the order of display.
6. Click the Finished button.
7. Back in Start Center, notice that the new KPI portlet has been added.
8. In the upper right corner of the new portlet, click the pencil icon, Edit Portlet, to open the KPI Graph Setup or KPI List Setup application.
9. In the KPI application, click the Select KPIs button and select one or more of the available KPIs, then hit the Finished button when done.
10. To edit it, just go back to step 2.10.8.

11. Given administrator rights for the Report Administration application and a new Report Design file is available, navigate to the Report Administration application, create a new report, import the new Report Design file and specify report details, so that a new report has been imported and can be executed from within IBM Tivoli Service Request Manager V7.1.


With emphasis on performing the following tasks:
1. Log-in to IBM Tivoli Service Request Manager V7.1.
2. Navigate to the Report Administration application.
3. Create a new report.
4. Select an application for the report.
5. Import the Report Design file.
1. Enter a Report Design file description.
2. Browse and select the new Report Design file.
6. Enter a Report Description.
7. Enter Report Settings.
1. Select general report settings.
2. Select Browser View and Browser View Location.
3. Select Direct Print and Direct Print Location.
4. Select Direct Print with Attachments and Direct Print with Attachments Location.
8. Specify Report Parameters.
9. Define Security.
1. Set Report Level Security.
2. Set Application Level Security.
10. Select Save.
11. Generate Report page.

Note: You can import multiple Report Design files, using the importreport.cmd command from the command line of the J2EE application server.
12. Given administrative permissions, BIRT is installed and standard report is available, enable specific reports for specific security groups and schedule those reports to auto generate at specific times, so that a configured report may be generated manually, or automatically generated and emailed on a schedule .


With emphasis on performing the following tasks:
1. Log-in to IBM Tivoli Service Request Manager V7.1 with administrator privileges.
2. Navigate to the Report Administrator application.
3. Search for the appropriate report.
4. Click the Security Tab.
5. Click the New Row button.
6. Select the security group that should have permissions to run this report.
7. Click the Report tab.
8. Click the Generate Request Page button.
9. Select the Preview button.
10. Define a time and day for this report to be automatically generated.
11. In the email section, pick a recipient for this report.
12. Save the report.

13. Given sufficient permissions, define a new ticket with one or more configuration items; understand the history, details and impact caused by issues with those configuration items, so that a Ticket is created with one or more Configuration items and the impact of that ticket has been assessed.


With emphasis on performing the following tasks:
1. Log into IBM Tivoli Service Request Manager V7.1 with sufficient privileges.
2. Navigate to one of the ticket applications.
3. Click the New Ticket button.
4. Pick a reported by user
5. Enter any required fields
6. Under the Multiple Assets, Locations, and CIs section, click the Select button and choose CIs- Select Value.
7. Filter the CI list by entering a User, Custodian, Classification, or Status.
8. Click Refine to refresh the result set.
9. Select one or more Configuration Items.
10. Select the detail menu next to the Configuration Item and choose View Work Details.
11. Inspect the previous work records for this CI
12. Click OK
13. Select the detail menu next to the Configuration Item and choose View Actual CI Details.
14. Inspect the attributes and specifications for this Configuration Item.
15. Click OK.
16. Select the detail menu next to the Configuration Item and choose View CI Relationship.
17. Inspect the Source and Target records associated with this CI.
18. Click OK.
19. Click the Save button.

14. Given IBM Tivoli Service Request Manager V7.1 administrator privileges and access to the Communication Templates application, from the Start Center navigate to the Communication Template application to create and manage surveys, so that a survey web page is created that can be distributed as a link in an email to customers.


With emphasis on performing the following tasks:
1. Log-in to IBM Tivoli Service Request Manager V7.1 with administrator privileges.
2. From Start Center click Go To-> System Configuration -> Platform Configuration -> Communication Templates.
3. Click Select Action menu -> Manage Survey. The Manage Survey application will open in a separate window.
4. Go into the Question Management view to create questions. Do so for all desired questions.
5. Then create the Survey Sections, also from the Manage Survey application.
6. After a survey has been created, select Load Survey page, select the application for the Survey, then click Load. The new survey will be loaded in the table.
7. Use the drop down box in the Survey column to assign the Survey Section to this Survey, by clicking Assign.
8. Click Publish, and then Make to change the survey status to Public Readable. Now the survey is created and loaded.
9. Set up an Escalation record to determine when and how the survey is to be sent out.


Section 3: Configuring IBM Tivoli Service Request Manager V7.1 Service Desk

1. Given that the IBM Tivoli Service Request Manager V7.1 has been installed and the system has been set up, create new Ticket templates as per customer's requirements, so that a new ticket template has been created.


With emphasis on performing the following tasks:
1. Start the Ticket Templates application from the Service Desk module.
2. Fill-in data:
1. Specify template ID or use the auto generated ID
2. Specify description
3. Select Class to identify where the template will be applied (Incident, Problem, SR, PMSCSO, PMSCPR, and PMSCMR). Required field.
4. Select Owner group, owner, organization, and classification
5. Enter Activities
3. Change status of the Ticket template to active. Only active templates can be applied.
4. Click the Save button.

2. Given that the IBM Tivoli Service Request Manager V7.1 has been installed and system has been set up, create Solutions, so that the Solutions have been created as per customer's requirements.


With emphasis on performing the following tasks:
1. Start the Solution application from the Service Desk module.
2. Fill-in data:
1. Specify solution or use the auto generated ID
2. Specify description
3. Select a check box Self service Access to allow self service users to view the solution
4. Select Classification.
5. Select Expiration date for the solution.
6. Enter Symptom, Cause and Resolution.
7. Create and Associate key words: Click select action menu and add key words to your solution.

Change status of the solution to active. Only an active solution can be applied to a ticket Click the Save button.
3.

3. Given that the IBM Tivoli Service Request Manager V7.1 has been installed and the system has been set up, use an existing workflow to route Tickets as per customer's requirements, so that a ticket has routed using a Workflow.


With emphasis on performing the following tasks:
1. Log-in to IBM Tivoli Service Request Manager V7.1 with administrator privileges.
2. Start the Service Request application from the Service Desk module
3. Click New Service request icon to create a new Service Request.
4. Fill-in data:
1. Select reported person
2. Select Affected person
3. Specify Summary and description
4. Select classification
5. Assign owner or owner group.
5. Click the Save button.
6. Now auto initiated workflow will check if classification and owner group is filled in. If yes, workflow will change the status of a ticket to Resolved. If classification or owner group is not filled in then workflow will go into wait status.

Note: There are two ways workflows can route a ticket. One is by manually selecting a specific workflow and another way is automatically route when a ticket is saved. There can be only one workflow per application object (SR, Incident, Problem etc) with Set Interactive initiate checked. This option will let the workflow be automatically initiated when a ticket is saved.
4. Given that the IBM Tivoli Service Request Manager V7.1 has been installed and the system has been set up, create and relate a ticket as per customer's requirements, so that a new ticket is created as well as related.


With emphasis on performing the following tasks:
1. Start the Service Request application from the Service Desk module
2. Click New Service request icon to create a new Service Request.
3. Fill-in data:
1. Select reported person
2. Select Affected person
3. Specify Summary and description
4. Select classification
5. Assign owner or owner group. On assigning owner/owner group, the ticket status automatically changed to "queued".
4. Click the Save button.
5. Click the Related Records tab.
6. Click the Select Ticket Button.
7. Select one or more tickets (SR, Incident or Problem).
8. Click OK.
9. Click the Save button.

Note: Create and relate ticket functionality is applicable to Incident and Problem ticket as well.
5. Given that the IBM Tivoli Service Request Manager V7.1 has been installed and the system has been set up, modify the priority matrix per customer's requirements, so that a priority matrix value has been modified.


With emphasis on performing the following tasks:
1. Start the Priority Matrix application from the Service Desk module.
2. Filter the priority matrix values by Type (Incident, Problem, SR, PMSCPR, PMSCSO).
3. Choose a new impact value from the domain list.
4. Choose a new Urgency value from the domain list.
5. Choose a new Internal Priority value from the domain list.
6. Click the Save button.

Note: Click new row to create a new priority matrix value.
6. Given that the IBM Tivoli Service Request Manager V7.1 has been installed and system has been set up, create an Activity as part of a ticket, so that the Activities have been created as per customer's requirements.


With emphasis on performing the following tasks:
1. Start the Incident or Problem application.
2. Select the Activities tab and click new row to create a new activity.
3. Fill-in data:
1. Use auto generated activity number or enter your own.
2. Enter Location, Asset and Configuration Item
3. Enter owner, Owner group and Classification
4. Enter scheduled start and Finish dates
5. Enter Target start and Finish dates
6. Enter Actual start and Finish dates
4. Change status of the Activity. The status of the activity can be changed only after saving the ticket and activity.

Note: Activity records describe high level work added directly to Incident or Problem during ticket management process. Activities can be managed from the activities tab in incident or problem application or by using Activities application.
7. Given that the IBM Tivoli Service Request Manager V7.1 has been installed and the system has been set up with ticket templates, create a new Quick Insert Template in the start center as per customer's requirements, so that a Quick Insert Template has been created.


With emphasis on performing the following tasks:
1. Log-in to IBM Tivoli Service Request Manager V7.1 with administrator privileges.
2. Click Edit Portlet icon in Quick Insert section of the start center application.
3. Click Select Actions button to create a new action that combines quick insert action with Apply Ticket Template action.
4. Select a SR, Incident or Problem application.
5. Fill-in data:
1. Specify order in which the Quick insert shall appear.
2. Select a Template (only active template can be applied).
3. Specify a description.
6. Click finished button.

8. Given security permissions and attributes are created, select the service request record to which an attribute needs to be added and update the classification, so that the classification structure, established with predefined attributes will display when a service request is created and classified.


With emphasis on performing the following tasks:
1. Display the service request record to which specification attributes need to be added.
2. Click the Specifications tab.
3. In the Classifications field, click Detail Menu and then Classify to select a classification path for the service request, or to reclassify it. The attributes associated with that classification appear in the Specifications table window.
4. Click New Row.
5. In the Attributes required field, enter an attribute or click Select Value to retrieve a value.
6. Repeat steps 4 and 5 for each attribute you want to add to the service request record.
7. Click Save Service Request. The system displays a message that confirms that the record has been saved.

NOTE: This is applicable for any ticket type including incidents and problems.
9. Given administrator rights for the Database Configuration application, select the ticket application and change the status of inheritstatus flag to 1, so that correct status is inherited by the related tickets.


With emphasis on performing the following tasks:
1. From the Go To menu, select System Configuration-> Platform Configuration-> Database Configuration.
2. On the List tab, select the ticket application for which you want to change to inheritstatus flag.
3. On the Attributes tab, use the Filter to search for the inheritstatus flag.
4. Open the twistie to display the details for the attribute. In the Default Value field, change the status to 1 to set the flag to true.
5. Shut down the IBM Tivoli Service Request Manager V7.1 server.
6. Run the configdb script to commit the changes to the database.
7. Restart the server.

10. Given the need to relate a tickets to a global issue, create an incident and relate it to a global incident which represents many other issues, so that records are attached to a global incident.


With emphasis on performing the following tasks:
1. In the Incidents application, display the record you want to designate as a global record.
2. On the Incident tab, select the Global check box.
3. Click Save Incident.
4. To relate an incident or problem to a global record, In the Incidents application, display the record you want to relate to the global record.
5. On the Incident tab, in the Related to Global ID field, enter a value or click detail menu to select an option and retrieve a value. In the Global Class field, the system enters the class of the global record. @Click Save Incident.

11. Given that a ticket has been closed without all necessary updates, open the Service Request application, display the closed ticket and edits the History, so that the required update can be added to the closed ticket.


With emphasis on performing the following tasks:
1. In the Service Requests application, display the record for which you want to edit history.
2. From the Select Action menu, select Edit History Service Request.
3. Editable fields are no longer read-only. Edit the appropriate fields.
4. Click Save Service Request to save your changes.

Note: Security authorization may be required to perform this action.
12. Given the need to understand the ticket types available in IBM Tivoli Service Request Manager V7.1 , explain the three types of tickets Service request, Incident and Problem, so that the customer understands the difference.


With emphasis on performing the following tasks:
1. Service Request
1. A Service request is created to capture and resolve requests from customers or requestors. The request can be to resolve an issue, obtain a new service, obtain information or change a current service.
2. Either a service desk agent or a customer can create a service request.
2. Incident
1. An Incident is created to capture any event that is not part of the standard operation of a service and that causes or might cause an interruption to or reduction in the quality of service.
2. Sources of incidents include Users, Operations and Network/System management tools.
3. The goal of incident management is to restore normal service operation as quickly as possible.
3. Problem
1. A problem record is created to capture an unknown, underlying cause of one or more incidents.
2. The goal of Problem management is to minimize the adverse effect on the business of incidents and problems by identifying errors in infrastructure, and to proactively prevent the occurrence of incidents, problems and errors.


Section 4: Configuring IBM Tivoli Service Request Manager V7.1 Service Catalog

1. Given DBA permissions or System Administration permissions, configured the IBM Tivoli Service Request Manager V7.1 update tool to update development provided service content data, so that service content data will be modified to reference a different Organization, Site, Set and Vendor.


With emphasis on performing the following tasks:
1. Create new set of Objects, (Organization and Site)
2. The updateTool. properties file should be modified to identify the new organization, site, set and vendor.
3. Identify which Services, Classifications and Job Plans should be updated. We will be updating all services, classifications and job plans shipped with the Service Catalog. These values should also be specified in the updateTool. properties file. By default, the updateTool. properties file includes the values for all service content data shipped with the product.
4. The final step is to invoke the update tool.
5. Review output from updateTool processing. Some manual vendor updates using the UI may be required. +$Given that IBM Tivoli Service Request Manager V7.1 with the service catalog needs to be installed, service content data is loaded into system database tables including Service Fulfillments, Offerings, Fulfillment Options, Catalogs, Workflows and Job Plans, so that IBM provided data is reviewed and usable.


With emphasis on performing the following tasks:
6. Review Organization, Site, Set and Vendor provided/created during the installation. Ensure it meets the client configurations.
7. Review Job Plans, Classifications, Services to ensure they meet client needs for offerings, structuring data as well as assisting in automation of work tasks.
8. Identify any data sets that would require updating or removal that do not meet the requirements of the client or the services they provide.
9. Update any records that are necessary to match the requirements of the business for the services they offer.
10. Continue with establishing data sets for standing up Service Catalog, such as creating offerings, escalations, workflows for automation.

2. Given that the Administering Service Catalog guide has been read, explain the Descriptive service, Action Service, and Supply chain server, so that the three Service Fulfillment Types are understood.


With emphasis on performing the following tasks:
1. Descriptive service

Use a descriptive service when an organization wants to advertise an existing, non-automated service that requires a request path that is not integrated into the Service Catalog.
For example, a descriptive service for "Add Toner" might have the following instructions in the service's long description: "To order toner for a printer, you need to call our external office supplier at phone number 555-1234."
2. When a descriptive service in the Offering Catalog is selected, an offering dialog to view the offering information is displayed. No requests can be submitted for a descriptive service.Action service

An action service is used when an organization wants to integrate pre-existing service applications into the Service Catalog.
For example, an action service for "Reset Intranet Password" may want to invoke a pre-existing URL for the organization that resets intranet passwords.
When an action service in the Offering Catalog is selected, an offering dialog to view the offering information is displayed. The offering dialog will also allow for information to be inputted as required by the offering (as defined by the offering attributes) and to execute the offering.
The service application associated with an action service can be of several types:
- An external URL
- Another IBM Tivoli Service Request Manager V7.1 application
- A standalone executable
External URLs are designated by IBM Tivoli Service Request Manager V7.1 Launch-in-Context entries.
Alternate IBM Tivoli Service Request Manager V7.1 applications may be invoked either via IBM Tivoli Service Request Manager V7.1 Launch-in-Context entries (using relative URL addressing) or via IBM Tivoli Service Request Manager V7.1 workflows.
Standalone executables can be invoked using IBM Tivoli Service Request Manager V7.1 workflows.
Action services can pass information, including attribute information, to a launched service.
3. Utilization of an action-based service can be tracked by selecting the Create and Close Requisition check box under Service Usage Tracking in the Offerings application. When an action service is executed, a catalog request will be automatically opened and closed so that it can be used for accountability purposes.Supply chain service

A supply chain service is used to create a new service in the Service Catalog that utilizes the full Service Catalog fulfillment capabilities, i.e. when catalog purchase requests, catalog orders, job plans, and work orders to needed to be generated.
Selecting a supply chain service in the Offering Catalog, an offering dialog to view the offering information is displayed. The offering dialog will also allow for any information to be inputted as required by the offering (as defined by the offering attributes) and to add the offering to a shopping cart.
3. Given the familiarity of Service Catalog content, Administering Service Catalog guide has been read, explain the different roles for Service Catalog, so that appropriate individuals can be identified for each Service Catalog role.


With emphasis on performing the following tasks:
1. Service Catalog Administrator (security group PMSCADMD)

2. These users have rights to every action and application.Service Designer (security group PMSCSDGN)

3. This role is a specialization of the ITUP Service Level Manager or Service Level Administrator role. In ITUP, the Service Level Manager is responsible for creating the service catalog and defining 'what' the service is all about.Service Delivery Manager (security group PMSCSDM)

4. In the Service Catalog, this ITUP role will be responsible for identifying 'How' a service defined by the Service Designer will be fulfilled.Service Execution Manager (security group PMSCSEM)

5. An ITUP role, which will be responsible for overseeing the fulfillment of the service requisitions in the Service Catalog.User Contact Analyst (security group PMSCUCA)

6. This is an ITUP defined role that, in the context of the Service Catalog, will be managing (analyzing, receiving and approving) the Service Requisition, as part of the Service Order Planning phase.Operations Analyst (security group PMSCOA)

This ITUP role represents the fulfillment operations. A user in this role works under supervision of the Service Execution Manager and will be responsible for:
1. Performing all operational processes and procedures of the Order Planning and Fulfillment, ensuring that all IT services and infrastructure meet operational targets.
2. Runs and monitors infrastructure components.
7. Operations Specialist (security group PMSCOS)

8. This ITUP role represents the person that performs the work items. Operations Specialists often specialize by platform or application.Service Requisition User (security group PMSCSRU)

The service requisition (service requester) user is based on the role of the ITUP User. In the Service Catalog, he will searches for and requisitions services from the catalog, consults on status of the requisitioned services and receives the services performed by the IT organization.
4. Given the correct Service Catalog rights (PMSCADM or PMSCSDGN), create a new Service from the Service Fulfillments application, so that a service instance has been created.


With emphasis on performing the following tasks:
1. Log-in to IBM Tivoli Service Request Manager V7.1 with a user with PMSCADM or PMSCSDGN privileges.
2. Click Go To ->Service Request Manager Catalog ->Service Inventory -> Service Fulfillments.
3. Click the Insert a Service Fulfillment Definition icon.
4. The only required information is giving the Service Fulfillment a name and a type. For Fulfillment Type, select either Descriptive Service, Action Service or Supply Chain Service.
5. If the type is Action, then you will need to also assign a Workflow or Launch In Context to go with the Service.
6. If the type is Supply Chain, then you should select a Default Job Plan and maybe a Service Order Approval Workflow.
7. After those, you may choose some additional optional values, such ask a picture, or set the Service Group.
8. Click the Save icon at the top.

Note: A service instance is a template for creating offerings of that service.
5. Given the correct Service Catalog rights (PMSCADM or PMSCSDGN), create a new Offering from the Offerings application, so that a new offering can then be added to catalogs.


With emphasis on performing the following tasks:
1. Log-in to IBM Tivoli Service Request Manager V7.1 with a user with PMSCADM or PMSCSDGN privileges.
2. Click Go To->Service Request Manager Catalog -> Service Inventory->Offerings.
3. Click the Insert an Offering icon.
4. The required fields of input are Offering name, Offering description, Service Fulfillment, Offering Catalog Taxonomy, Price and Currency. Just give it a name and description and price. Select an Service Fulfillment. Select a Taxonomy that describes the service. Note that you will want the currency to match the area of where the Offering will be used.
5. Click the Save icon at the top.

6. Given the correct Catalog rights (PMSCADM or PMSCSDGN), from the Specifications tab of the Offerings application, configure the setting and required information for the offering, so that a fully configured offering with all attributes specified.


With emphasis on performing the following tasks:
1. Log-in to IBM Tivoli Service Request Manager V7.1 with a user with PMSCADM or PMSCSDGN privileges.
2. Click Go To -> Service Request Manager Catalog-> Service Inventory -> Offerings.
3. Select the Offering to configure specifications.
4. Click the Specifications tab.
5. If the status of the Offering is not already Planning, then hit the Change Status button and change it to Planning.
6. Click New Row button to add attributes to the specifications. For each new row, give it a description and define the data type.
7. Then for each attribute set its mapping to a corresponding Service Fulfillment attribute. It is best to name them the same.
8. Finally, for each attribute click the checkboxes to determine if the attribute is Mandatory, Hidden or Read-Only.
9. Click the Save icon at the top.

7. Given the correct Service Catalog rights (PMSCADM, PMSCSDGN and PMSCSDM), create a new Fulfillment Option from the Fulfillment Options app. The Fulfillment Option defines how the service fulfillment will be provided when it is ordered. For example, it gives information about the vendor that will do the work, costs and constraints, so that a Fulfillment Option instance will be created.


With emphasis on performing the following tasks:
1. Log-in to IBM Tivoli Service Request Manager V7.1 with a user with PMSCADM or PMSCSDGN privileges.
2. Click Go To-> Service Request Manager Catalog-> Service Inventory -> Fulfillment Options.
3. Click the New Fulfillment Options icon.
4. The required inputs are Fulfillment Option name (create a name), a predefined Service Fulfillment (select a created one), vendor (select one), promised lead time and modality. Modality can be one of these values: Internal work order with job plan, Catalog Order only, Process Manager, Service Request or Work order only. Note that the remaining optional fields will change depending on which modality you pick.
5. Click the Save icon at the top.

8. Given IBM Tivoli Service Request Manager V7.1 administrator rights and security groups, use the Catalogs application to add a security group to a catalog, so that users from a specified security group can view a specific catalog.


With emphasis on performing the following tasks:
1. From the Security Groups tab in the Catalogs application, click Add Security Group. A new row is displayed.
2. Type the security group name in the Group Name field or click the Select Value icon to locate a security group. The security group name is displayed in the Group Name field, and the description is automatically displayed in the Description field.
3. Click the Save icon on the toolbar.

9. Given the proper permission, install the service catalog from the Offerings application, so that dialogs for presentation of a particular offering are available.


With emphasis on performing the following tasks:
1. From the Specifications tab in the Offerings application,
2. Offerings application allows you to create, save, modify, or duplicate an offering.
3. You can also navigate through current offerings, reference a service definition in the offering, and classify an offering
4. The following tabs are available in the Offerings application:
5. list tab allows a user to view and search for existing offering
6. Used to view/create all the necessary administration information about an offering.
7. Displays all the attributes that are associated with a service definition that will be included in the offering based on the data imported from the service definition.
8. These attributes cannot be deleted.
9. The service designer can also add attributes specific to the offering.
10. From here, the service designer can set default values for attributes or designate attributes as those requiring user input.
11. Additionally, the attributes are designated as visible or not visible to the end user viewing the offering through the shopping experience.

10. Given insert access to the job plan application, the appropriate supporting objects have been created, create a job plan, specify the action to check the condition on the flow action and mark the task as under flow control, to create a conditional job plan, so that a job plan with conditional tasks is now ready for use.


With emphasis on performing the following tasks:
1. Login to IBM Tivoli Service Request Manager V7.1 with administrative privileges.
2. Navigate to the Job plan Application.
3. Insert a job plan.
4. Specify the inputs:
1. Job Plan - any name
2. Template Type - Activity
3. Flow controlled Checked
5. Under Job Plan tasks section, insert a new row.
6. Specify the inputs:
1. Sequence - the sequence is should be performed in
2. Flow controlled Checked
3. Flow Action - select the action to initiate the workflow.
7. Save the job plan.
8. Select the change status icon and set the status to Active.

Notes,
Job plans with conditional tasks can be used in Service Catalog to provide bundling of Offerings.
11. Given authorization to the organizations application, the organization, site, and item sets are created, set the workflow options, Catalog Order options, work order options and autonumbers for Service Catalog to administer the Service Catalog, so that the service catalog is administered.


With emphasis on performing the following tasks:
1. Login to IBM Tivoli Service Request Manager V7.1 with Administrative privileges.
2. Select the organization to be updated.
3. From the action dropdown select Service Catalog Options -> Workflow options for Service Catalog.
4. On the dialog box.
1. Select the workflow to be run when a Catalog Purchase Requisition is created.
2. Select the workflow to be run when a Catalog Order is created.
3. Select the workflow to be run when a work order is created from a Catalog Order.
5. Click OK.
6. From the action dropdown select Service Catalog Options->Catalog Order Options.
1. Select Unapproved Catalog PRs to create an unapproved Catalog Purchase Requisition to be created when a Catalog Request is approved
2. Select Approved Catalog PRs to create an approved Catalog Purchase Requisition to be created when the Catalog Request is approved.
3. Select Unapproved Catalog Order to create an unapproved Catalog Order created when the Catalog Request is approved. In this case the Catalog Purchase Requisition is not use in the business process.
4. Select Approved Catalog Order to create an approved Catalog Order when the Catalog Request is approved. In this case the Work order or Service Request or Process Request is created as well.
7. Click OK.
8. From the action dropdown select Service Catalog Options->Work order Copy Attributes Option.
1. Select the Work order or children of Work orders created by Catalog Order option if you want the values of specification attributes copied from the parent work order to the specifications attributes of the tasks when a task is put in progress and the specification attribute values of the task copied to the parent specification attributes when the task is completed. This is used for automation when the outputs from an automated task are used as inputs to the next automated task.
2. Select All work orders if this action should occur on all work orders.
3. Select None of any work order if the specification attributes should not be copied.
4. Select Do Not Apply if the attributes should not be copied if the work order is under workflow control.
5. Select apply if the attributes should be copied when the work order is under workflow control.
9. Click OK.
10. Select Autonumber->Organization Level from the action dropdown.
11. Search for autonumbers starting with PMSC.
1. Select PMSCMRNUM
2. Set the seed value
3. Select PMSCPRNUM
4. Set the seed value
5. Select PMSCSONUM
6. Set the seed value
12. Click the OK button.

12. Given access to Escalation, insert an escalation, set the appropriate fields and activate the escalation so that Catalog Orders will be closed when the associated Work order is closed.


With emphasis on performing the following tasks:
1. Sign-on to IBM Tivoli Service Request Manager V7.1 with administrative privileges.
2. Navigate to the Escalations application.
3. Insert a new Escalation
4. Fill in the data as follows:
1. Escalation - can be any name
2. Applies to - PMSCSO
3. Condition - The condition should check the related work order status
5. Add a new row under Escalations points.
6. Fill in data as follows.
1. Elapse Time Attribute - ChangeDate
2. Elapse Interval - Interval at which to run the escalation
3. Interval unit of measure - select how often the escalation should run
7. Add a new row under actions.
1. In the action field, select the action that has been defined to close the Catalog Order
8. Save the escalation.
9. From the action dropdown, select Activate Escalation.

Note: Closing Catalog Orders is a manual process that must be done as a separate step. Setting up this automation relieves the user from additional work.
13. Given the appropriate access to launch in context, security groups, and application designer, create the launch in context entry, add the sigoptions to the shopping application and then authorize the appropriate security groups to the sigoption to set up the launch in context entry, so that Launch in Context link is ready to be used to define a service fulfillment.


With emphasis on performing the following tasks:
1. Go to System Configuration-> Platform Configuration -> Launch in Context.
2. Click the Launch Entry tab.
3. Create a new launch entry.
4. Click Save.
5. Go to System Configuration-> Platform Configuration-> Application Designer.
6. In the Application field on the Applications tab, type PMSCSHOPEX.
7. Click the PMSCSHOPEX link. The Workspace tab is displayed.
8. From the Select Action menu, click Add/Modify Signature Options. The Add/Modify Signature Options dialog is displayed.
9. Click New Row.
10. Type any name you want in the Option field.
11. Expand the Advanced Signature Options section.
12. Click the Associate to launch entry to enable launch in context radio button.
13. In the Launch Entry Name field, type in the name you used in the Launch in Context application.
14. Click OK.
15. Click Save.
16. Go to the Security Groups application.
17. For all user groups that wish to execute this service, perform the following steps:
1. On the List tab, search for and select the user group for which access needs to be added.
2. Click the Applications tab.
3. Expand the filter in the Applications section.
4. Under Description, type in Offering Catalog.
5. Press Enter.
6. In the bottom section of the page, search the table for the description of the sigoption that was created.
7. Select the Grant Access check box.
8. Click Save.

Note: A launch in context entry can be specified when creating an action Service Fulfillment. This allows the user to directly launch to another application when ordering a service and is used in those cases where the customer already has web application that will provide the service and just wants to use the Service Catalog to organize the services in one convenient location.


Section 5: Integration

1. Given administrator rights to perform system configuration tasks, select Generate Schema from Object Structures application, so that XML Schemas can be generated.


With emphasis on performing the following tasks:
1. Log on to IBM Tivoli Service Request Manager V7.1as an administrator with authority to perform system configuration tasks.
2. From the Go To menu on the Navigation Toolbar, select Integration-> Object Structures.
3. Repeat the following steps for each object structure in the preceding list:
1. On the List tab, search for the name of the object structure (for example, MXCLASSIFICATION).

2. To search, open the Filter and type the name of the object structure, or a partial name, in the filter field in the Object Structure column. Then press Enter.Click the object structure name to open the record for the object structure.
3. From the Select Action menu, select Generate Schema/View XML.

4. A message box opens, asking if you want to generate a schema for each operation.Click OK. The View XML dialog box opens.
5. Click OK to return to the List tab.

2. Given insert access to the Web Services Library and an existing Object Structure, navigate to the Web Services Library, select create web service from the action dropdown and select the Object Structure from which to create the web service, click the Create button to create the web service, so that the web service is created and ready to be deployed.


With emphasis on performing the following tasks:
1. Log-in to IBM Tivoli Service Request Manager V7.1 with Administrator privileges.
2. Navigate to the Web Services Library application.
3. Web Services can be created from an Objectstructure, an Enterprise Service or a Standard Service. This task will create the webservice from an ObjectStructure.
4. From the action dropdown select Create Web Service ->create WS from Object Structure.
5. Check the checkbox next to the Object Structure to be used for the web service.
6. Click the Create Button.

3. Given administrator rights for the Web Services Library application, navigate to the Web Services Library application, select the appropriate web service for configuration and deployment, so that the web service has been configured and deployed.


With emphasis on performing the following tasks:
1. Log-in to IBM Tivoli Service Request Manager V7.1 with administrator privileges.
2. Navigate to the Web Services Library application.
3. Search and open the appropriate web service.
4. On the Select Action menu, choose Deploy Web Service.
5. Click OK on the pop up dialog.
6. Verify if the Is Deployed checkbox is enabled.
7. Save.

4. Given administrator rights for the System Properties application and a Lotus Sametime server is available and properly configured, navigate to the System Properties application, select and change the appropriate properties, so that a Sametime integration has been enabled.


With emphasis on performing the following tasks:
1. Log-in to IBM Tivoli Service Request Manager V7.1 with administrator privileges.
2. Navigate to the System Properties application.
3. Search the appropriate properties for Instant Messaging. All properties for instant messaging start with mxe.im.
1. Select the mandatory mxe.im.sametimeserver property.
2. Add/change the Global Value attribute with the name or ip address of the Sametime server.
3. Select the optional mxe.im.connectiontimeout property.
4. Add/change the Global Value attribute with the new connection timeout value.
4. Select Save.
5. Select the checkbox next to the mxe.im.sametimeserver and mxe.im.connectiontimeout property.
6. Select Live Refresh.

5. Given TSRMIBM Tivoli Service Request Manager V7.1 administrator rights and CTI software, configure the Tivoli SRMIBM Tivoli Service Request Manager V7.1 system properties to refer to the CTI system, so that the configuration for CTI is complete.


With emphasis on performing the following tasks:
1. Log in to Tivoli IBM Tivoli Service Request Manager V7.1 as the administrator or any user with authorization to change Tivoli IBM Tivoli Service Request Manager V7.1 System Properties.
2. From the Go To menu, select System Configuration Platform Configurations System Properties.
3. Filter Property Names on CTI.
4. Change the Global Value field for each of the Property Names. Ask the CTI administrator for the values that you have to provide in the Global Value field.
5. Make sure that the Java.rmi.server.hostname is set. If not, change the Global Value for Property Name mxe.registry.host to the host name of the Tivoli IBM Tivoli Service Request Manager V7.1 server. This property is used to define the Remote Method Invocation (RMI)

6. Given that IBM Tivoli Service Request Manager V7.1 is installed, copy the IBM Tivoli Service Request Manager V7.1 Integration Toolkit image to a desired location and run the install command, so that TDI and IBM Tivoli Service Request Manager V7.1 are integrated.


With emphasis on performing the following tasks:
1. Copy the installation files from the IBM Tivoli Service Request Manager Integration Toolkit image to a temporary directory on the computer where you want to install Tivoli Directory Integrator.

The TDI installation files are located in the following directory on the toolkit image or DVD:
/TDI/interp
2. where interp represents three directories named aix, windows, and linux. Copy the files from the interp directory appropriate for your operating system.At a command prompt, change to the directory where the installation files are located.
3. Run the installation command that is appropriate for your platform:
1. Windows®:

2. installTDI.cmd -silent tdi_home tdi_working_dir "srm_host [srm_host2 srm_host3 ...]" tec_log_file_adapter_bin Y | NLinux® or AIX®:

./installTDI.sh -silent tdi_home tdi_working_dir "srm_host [srm_host2 srm_host3 ...]" tec_log_file_adapter_home Y | N
Not for the website where:
-silent
Specifies to install the product in silent mode, where the installation is performed with no user interaction.
tdi_home
Specifies the directory where you want to install the Tivoli Directory Integrator binary files. Specify any directory. The directory you specify is created for you if it does not exist.
tdi_working_dir
Specifies the directory where you want to install the Tivoli Directory Integrator files required by the products that are supported for integration with IBM Tivoli Service Request Manager V7.1. Specify any directory. Typically, the working directory is a subdirectory of the tdi_home directory. The directory you specify is created for you if it does not exist.
srm_host [srm_host2 srm_host3 ...]
Specifies the hostname or IP address of one or more servers that host IBM Tivoli Service Request Manager V7.1. Specify the fully qualified host name with the HTTP listener port of the supporting application server. (Port number 9080 is typically used for a WebSphere® application server.) Be sure to enclose these arguments in double quotes ("), including the escape character () for UNIX®, as shown in the command syntax.
tec_log_file_adapter_bin
Specifies the full directory path where you installed, or plan to install, the TEC non-TME logfile adapter on this computer. The specified file path must include the bin directory, for example, c: ecwinin.
The TEC non-TME logfile adapter supports the integration of IBM Tivoli Service Request Manager V7.1 with IBM Tivoli Enterprise Console® (TEC). If you do not plan to integrate with TEC, or you do not know the location of the TEC logfile adapter, enter any valid character or character string for this parameter. For example, enter a dot (.) or na. After installation, you can edit a properties file (mxe.properties) on the TDI server to specify the location of the TEC logfile adapter.
Y | N
Specifies whether you want to use a common queue in a multiple TDI server environment. The default is Y (yes).
Repeat the preceding steps on each computer where you want to install Tivoli Directory Integrator.
7. Given you have a J2EE-compliant application server, and you have identified the inbound and outbound queues along with defining the transport mechanism so that integration to and external system would be complete.


With emphasis on performing the following tasks:
1. Identify the external system with a name to differentiate it from other external systems.
2. Specify what is going to be interfaced and how are outbound and inbound transactions going to be processed?
3. Identify what inbound and outbound queues to use.
4. Define the transport mechanism to use. HTTP, an XML file, EJB, and so on.

8. Given Authorization to the Service Request application and the Catalog Offering application, the Service Request application is used to create a Catalog Request by using the action drop menu item to create the Catalog Request, so that a Service Catalog Request has been created using the Service Request application.


With emphasis on performing the following tasks:
1. Navigate to the Service Request Application
2. Select the Service Request from which a Catalog Request should be created.
3. From the action dropdown, select the Create->Catalog Requisition
4. On the Catalog Offering screen, select the offering to be ordered
5. Fill in any attributes needed to order the offering
6. Click the Add to Cart button
7. On the Shopping Cart, Click the Submit button.
8. Click the return to Service Desk button.

9. Given that the IBM Tivoli Service Request Manager V7.1 and Change and Configuration Management (CCMDB) have been installed and the system has been set up, create new Process request from a Service request as per customer's requirements, so that a new Process request has been created.


With emphasis on performing the following tasks:
1. Start the Service Request application from the Service Desk module.
2. Fill-in data:
1. Select reported person
2. Select Affected person
3. Specify Summary and description
4. Select classification
5. Assign owner or owner group. On assigning owner/owner group, the ticket status automatically changed to "queued".
3. Click the Save button.
4. Click Select Action and select create Process request
5. Process request has been successfully created and related to current Service request.

Note: Create Process request feature is applicable to Incident and Problem ticket as well. Cross over domain can be configured to move selected fields from Service request into a process request.


Make The Best Choice Chose - Certkingdom

Make yourself more valuable in today's competitive computer industry Certkingdom's preparation material includes the most excellent features, prepared by the same dedicated experts who have come together to offer an integrated solution. We provide the most excellent and simple method to pass your IBM IBM Certifications 000-018 exam on the first attempt "GUARANTEED".

Unlimited Access Package
will prepare you for your exam with guaranteed results, 000-018 Study Guide. Your exam will download as a single 000-018 PDF or complete 000-018 testing engine as well as over +4000 other technical exam PDF and exam engine downloads. Forget buying your prep materials separately at three time the price of our unlimited access plan - skip the 000-018 audio exams and select the one package that gives it all to you at your discretion: 000-018 Study Materials featuring the exam engine.

Certkingdom 000-018 Exam Prepration Tools
Certkingdom IBM IBM Certifications preparation begins and ends with your accomplishing this credential goal. Although you will take each IBM IBM Certifications online test one at a time - each one builds upon the previous. Remember that each IBM IBM Certifications exam paper is built from a common certification foundation.

000-018 Exam Testing Engines
Beyond knowing the answer, and actually understanding the 000-018 test questions puts you one step ahead of the test. Completely understanding a concept and reasoning behind how something works, makes your task second nature. Your 000-018 quiz will melt in your hands if you know the logic behind the concepts. Any legitimate IBM IBM Certifications prep materials should enforce this style of learning - but you will be hard pressed to find more than a IBM IBM Certifications practice test anywhere other than Certkingdom.

000-018 Exam Questions and Answers with Explanation
This is where your IBM IBM Certifications 000-018 exam prep really takes off, in the testing your knowledge and ability to quickly come up with answers in the 000-018 online tests. Using IBM Certifications 000-018 practice exams is an excellent way to increase response time and queue certain answers to common issues.

000-018 Exam Study Guides
All IBM IBM Certifications online tests begin somewhere, and that is what the IBM IBM Certifications training course will do for you: create a foundation to build on. Study guides are essentially a detailed IBM IBM Certifications 000-018 tutorial and are great introductions to new IBM IBM Certifications training courses as you advance. The content is always relevant, and compound again to make you pass your 000-018 exams on the first attempt. You will frequently find these 000-018 PDF files downloadable and can then archive or print them for extra reading or studying on-the-go.

000-018 Exam Video Training
For some, this is the best way to get the latest IBM IBM Certifications 000-018 training. However you decide to learn 000-018 exam topics is up to you and your learning style. The Certkingdom IBM IBM Certifications products and tools are designed to work well with every learning style. Give us a try and sample our work. You'll be glad you did.

000-018 Other Features
* Realistic practice questions just like the ones found on certification exams.
* Each guide is composed from industry leading professionals real IBM IBM Certificationsnotes, certifying 100% brain dump free.
* Study guides and exam papers are guaranteed to help you pass on your first attempt or your money back.
* Designed to help you complete your certificate using only
* Delivered in PDF format for easy reading and printing Certkingdom unique CBT 000-018 will have you dancing the IBM IBM Certifications jig before you know it
* IBM Certifications 000-018 prep files are frequently updated to maintain accuracy. Your courses will always be up to date.

Get IBM Certifications ebooks from Certkingdom which contain real 000-018 exam questions and answers. You WILL pass your IBM Certifications exam on the first attempt using only Certkingdom's IBM Certifications excellent preparation tools and tutorials.
Students Feedback This is what our customers are saying about CertKingdom.com.
These are real testimonials.
Hi friends! CertKingdom.com is No1 in sites coz in $50 I cant believe this but when I purchased the $50 package it was amazing I IBM passed 10 Exams using CertKingdom guides in one Month So many thanks to CertKingdom Team , Please continue this offer for next year also. So many Thanks

Mike CA

Thank You! I would just like to thank CertKingdom.com for the IBM IBM Certifications 000-018 test guide that I bought a couple months ago and I took my test and pass overwhelmingly. I completed the test of 114 questions in about 90 minutes I must say that their Q & A with Explanation are very amazing and easy to learn.

Jay Brunets

After my co-workers found out what I used to pass IBM IBM Certifications 000-018 the test, that many are thinking about purchasing CertKingdom.com for their IBM Certifications exams, I know I will again

John NA

I passed the IBM IBM Certifications 000-018 exam yesterday, and now it's on to security exam. Couldn't have done it with out you. Thanks very much.

Oley R.

Hello Everyone
I Just Passed The IBM IBM Certifications 000-018 Took 80 to 90 Minutes max to understand and easy to learn. Thanks For Everything Now On To 000-018

Robert R.

Hi CertKingdom.com thanks so much for your assistance in IBM IBM Certifications i passed today it was a breeze and i couldn't have done it without you. Thanks again

Seymour G.

I have used your Exam Study Guides for preparation for IBM IBM Certifications 000-018. I also passed all those on the first round. I'm currently preparing for the Microsoft and theIBM Certifications. exams

Ken T.

I just wanted to thank you for helping me get myIBM Certifications $50 package for all guides is awesome you made the journey a lot easier. I passed every test the first time using your Guide

Mario B.

I take this opportunity to express my appreciation to the authors of CertKingdom.com IBM IBM Certifications test guide. I purchased the 000-018 soon after my formal hands on training and honestly, my success in the test came out of nowhere but CertKingdom.com. Once again I say thanks

Kris H.

Dear CertKingdom.com team the test no. 000-018 that i took was very good, I received 880 and could have gain more just by learning your exams

Gil L.

Hi and Thanks I have just passed the IBM Certifications Directory Services Design exam with a score of 928 thanks to you! The guide was excellent

Edward T.

Great stuff so far....I love this site....!! I am also on the IBM IBM Certifications I decided to start from certkingdom and start learning study IBM Certifications from home... It has been really difficult but so far I have managed to get through 4 exams....., now currently studying for the more exams.... Have a good day.................................................. Cheers

Ted Hannam

Thanks for your Help, But I have finally downloaded IBM IBM Certifications 000-018 exam preparation from certkingdom.com they are provided me complete information about the exam, lets hope I get success for the 000-018 exam, I found there exams very very realistic and useful. thanks again

lindsay Paul
<