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Exam : HP HP0-753
Title : HP OpenView Service Desk 4.5


1. Identify three key activities in Service Level Management. Choose 3 that apply.
A. Establish operational measures
B. Control and report on levels of service.
C. Identify key processes to speed up the resolution of incidents/problems.
D. Sit on the Change Advisory Board to ensure proper change management processes are followed.
E. Identify the major services for monitoring.
Answer: ABE

2. Choose two TRUE statements regarding the automation of data exchange tasks. Choose 2 that apply.
A. Data exchange tasks CANNOT be automated because they have to be created within the Administrator Console of Service Desk.
B. A data exchange task can be automated. A batch file with the commands sd_export.exe and sd_import.exe and all necessary parameters can be created. The task can then be scheduled using the batch file with the Windows "at' command.
C. A data exchange task can be automated. A Visual Basic Script file with the commands sd_export.exe and sdimport.exe and all necessary parameters can be created. The task can then be scheduled using the batch file with an OpenView Operations for Windows Scheduled Task Policy.
D. Automation of data exchange tasks is NOT very meaningful because data that has been deleted from the data source is NOT deleted in the Service Desk database.
Answer: BC

3. The 'Status' of any Service Desk item depicts the different ____.
A. ways a record can be entered in Service Desk
B. phases in the lifecycle of the item
C. ways of assigning the item to a group
D. areas of management for the item
Answer: B

4. Which of the following statements is FALSE regarding roles of project participants for a Service Desk implementation?
A. The Process Consultant has a working knowledge of the database installation, operating systems, network protocols and the relevant web servers.
B. The Implementation Consultant's focus is on mapping existing or new processes to Service Desk.
C. The Project Manager is responsible for obtaining and coordinating internal and external resources to ensure project completion in time and within budget.
D. The Process Consultant's focus is on people.
Answer: A

5. For the import of data, the "ID" within a *.xml file must____ .
A. be mapped to the ObjectID field within the relevant Service Desk item
B. NOT be mapped because it will automatically be mapped to the ObjectID of the relevant Service Desk item
C. be mapped to a meaningful field because otherwise the error message "No entity defined" is shown in the import task
D. NOT be mapped because it is only used for identification of the records within the .xml file
Answer: D