C9560-680: IBM Control Desk V7.6 Fundamentals

Full Name: IBM Control Desk V7.6 Fundamentals

Exam Code: C9560-680

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IBM Control Desk Fundamentals Exam Summary:

Exam Name	IBM Certified Associate - IBM Control Desk v7.6
Exam Code	C9560-680
Exam Price	$200 (USD)
Duration	90 mins
Number of Questions	63
Passing Score	44 / 63
Books / Training	IBM Control Desk
Sample Questions	IBM Control Desk Fundamentals Sample Questions
Practice Exam	IBM C9560-680 Certification Practice Exam

IBM C9560-680 Exam Syllabus Topics:

Topic (Weights)	Details
IBM Control Desk Concepts (21%)	- 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).
General Installation and Deployment IBM Control Desk. (14%)	- 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).
Configure IBM Control Desk (35%)	- 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.
Usage of IBM Control Desk. (30%)	- 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.