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CA Service Desk Manager 14.x Implementation Proven Professional Exam (CAT-181)

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CA Service Desk Manager 14.x Implementation Proven Professional Exam (CAT-181)

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PROPRIETARY AND CONFIDENTIAL INFORMATION

© 2017 CA. All rights reserved. CA confidential & proprietary information. For CA, CA Partner and CA Customer use only. No unauthorized use, copying or distribution. All names of individuals or of companies referenced herein are fictitious names used for instructional purposes only. Any similarity to any real persons or businesses is purely coincidental. All trademarks, trade names, service marks and logos referenced herein belong to their respective companies. These Materials are for your informational purposes only, and do not form any type of warranty. The use of any software or product referenced in the Materials is governed by the end user’s applicable license agreement. CA is the manufacturer of these Materials. Provided with “Restricted Rights.” Exam Information

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CA Service Desk Manager 14.x Implementation Proven Professional Exam (CAT-181)

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The Exam Experience Professional Exam DetailsYou can register to take an online proctored exam from your home or office using Kryterion’s Online Proctoring (OLP) Services, or you can take an on-site proctored exam at a Kryterion testing center. If you choose to take an online proctored exam, you will need Internet access, an external web camera, and a computer that meets specific hardware and software requirements.

For answers to frequently asked questions about registering for exams, locations, on-site and virtual proctoring, OLP equipment requirements, cancellation and re-scheduling policies and more, read our FAQs at http://www.ca.com/us/education/accreditations/certifications/certification-faq.aspx.CA employees may also go here for more

information: https://one.ca.com/education/certification

Product release: Major release listed in the title; Includes subsequent point releases

Recertification: There is no annual requirement to recertify for the same release of a product. For each major product release, an updated exam will be available for recertification.

Number of items = 50 Item types = Multiple choice, including multiple response

questions Time to complete test: 90 minutes Passing score is 70% Cost: USD 150 Attempts Permitted: You may register for your first retake

immediately. For subsequent retakes you are required to wait at least thirty (30) calendar days from the date of your last attempt. Read the online FAQs for details.

Exam Information

IndexThe CA Technologies Certification Program is designed to measure your skills, knowledge, and expertise in managing, administering, installing, configuring and implementing select CA Technologies products for complete and optimized IT solutions. With CA certifications, management teams will have peace of mind that knowledgeable professionals are handling their CA Technologies applications.

Proctored by a third party vendor, KryterionOnline, CA Technologies certifications objectively validate the competencies of a project team –whether that team is your in-house staff, CA Technologies Professional Services, or a CA Technologies partner.

The aim of this document is to help you prepare for the CA Service Desk Manager 14.x Implementation Proven Professional Exam. Make sure that you familiarize yourself with the content areas tested. Your best path to success is to attend the exam prep course(s).

You may also find it helpful to review the product documentation at https://support.ca.com and to participate in CA Global User Community forums at https://communities.ca.com.

The experience gained from taking courses and using the product will help you: • Gain a comprehensive understanding of the product or solution • Increase the likelihood of passing the exam on your first attempt

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CA Service Desk Manager 14.x Implementation Proven Professional Exam (CAT-181)

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Only qualified candidates who demonstrate competency by successfully passing the CA Technologies certification exam will be awarded certification credentials. Prospective certification candidates are encouraged to prepare for the exam using the Exam Study Guide and other materials available on the Certification from CA Technologies website.

To safeguard the integrity of the certification program, CA Technologies requires all candidates to behave in an ethical manner and to comply with the rules of the third-party test center for on-site proctoring and on-line proctoring. The validity of the certification program depends on the exam content remaining secure and undisclosed to other potential certification candidates. CA Technologies will not tolerate cheating, fraud, or misconduct, which includes but is not limited to the following:

• Obtaining, whether through purchase or otherwise acquiring, unauthorized exam preparation materials from any non-CA website • Obtaining, whether through purchase or otherwise acquiring, unauthorized exam questions from any non-CA website, including brain

dump websites • Acquiring or attempting to acquire exam questions through online communities, chat rooms, screen capture software, forums, and

social networking sites • Acquiring or attempting to acquire exam content through CA Subject Matter Experts, CA Support Staff, or CA Certified Professionals • Using or attempting to use a proxy to sit for the exam in your place • Taking or attempting to take an exam for someone else • Receiving or giving assistance during an exam • Sharing exam questions or answers with a potential certification candidate • Violating testing center rules • Falsifying a diploma or score report • Using a CA Technologies certification logo or credential to which you are not entitled

CA Technologies reserves the right to take any actions it deems reasonably appropriate in the case of suspected misconduct or violation of the terms of the Non-Disclosure Agreement, including, but not limited to, cancelling an exam result, revoking exam or certification status, terminating use of the Designation, requiring a candidate to retake an exam, banning a candidate from the certification program, and reporting misconduct to the candidate’s employer. CA Technologies considers cheating a serious offense that warrants disciplinary action, up to and including termination of employment.

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Experience

Prior Knowledge

Green Books and Green Papers

support.ca.com

CA Tech InsiderPractical Application of Course Concepts

Use Cases & Scenarios

CA Service Desk Manager Courses: 33SVD20700 14.x Cumulative Differences 100 33SVD2072S or 33SVD20721 14.1 Basic Administration 200 33SVD2073S or 33SVD20731 14.1 CA Service Desk Manager 14.1: Configure Incident and Problem Management 20033SVD2075S or 33SVD20751 14.1 Configure Change Management 20033SVD30080 r12.9 Building Advanced Notifications 30033SVD30090 r12.9 Build Stored Queries for the Scoreboard 30033SVD2065S or 33SVD20651 14.1 Managing Knowledge 200 33SVD2066S or 33SVD20661 14.1 Implementing Advanced Availability 20033SVD3016S or 33SVD30161 14.1 Building Web Intelligence Reports with CABI 4.x 30033SVD3017S or 33SVD30171 14.1: Managing the Report Environment with CABI 4.x 30099BIS10010 CA Business Intelligence Reporting Transition from SAP BusinessObjects to TIBCO Jaspersoft 10033SVD3018S 14.1: Managing the Report Environment with CABI 6.x 30033SVD3067S or 33SVD30671 14.1 Modify Forms and Database 30033SVD30100 r12.x Archive and Purge Data 30033SVD30680 14.x Extract, Transform and Load Data 300

Register for the exam: www.webassessor.com/catechnologies/index.html

Search the CA Education Portal for latest courses, as they may not have been available at the time of this document posting: Partners & Customers look here: http://education.ca.com Employees look here: https://learn.ca.com/

For documentation, Communities, and more visit: https://support.ca.com

Learning path: http://www.ca.com/content/dam/ca/us/files/learning-path/ca-ppm.PDF

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CA Service Desk Manager 14.x Implementation Proven Professional Exam (CAT-181)

© 2017 CA. ALL RIGHTS RESERVED.

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Exam Objectives Related Content Exam FocusUnderstanding CA SDM Components and Architecture

33SVD2072S or 33SVD20721 CA Service Desk Manager 14.1 Basic Administration 200 Describe CA SDM Components and Architecture

4%

Creating Incident Tickets and Ticket Templates

33SVD2072S or 33SVD20721 CA Service Desk Manager 14.1 Basic Administration 200 Create Incident Tickets and Ticket Templates

4%

Configuring Scoreboards Using Stored Queries

33SVD2072S or 33SVD20721 CA Service Desk Manager 14.1 Basic Administration 200 Configure Scoreboards Using Stored Queries

2%

Configuring Organizational Reference Data 33SVD2072S or 33SVD20721 CA Service Desk Manager 14.1 Basic Administration 200 Configure Organizational Reference Data

2%

Understanding CA SDM Authentication 33SVD2072S or 33SVD20721 CA Service Desk Manager 14.1 Basic Administration 200 Describe CA SDM Authentication

2%

Configuring Contacts and Groups 33SVD2072S or 33SVD20721 CA Service Desk Manager 14.1 Basic Administration 200 Configure Contacts and Groups

2%

Creating Roles and Access Types 33SVD2072S or 33SVD20721 CA Service Desk Manager 14.1 Basic Administration 200 Create Roles and Access Types

4%

Creating Data Partitions 33SVD2072S or 33SVD20721 CA Service Desk Manager 14.1 Basic Administration 200 Create Data Partitions

2%

Configuring CA SDM Notifications 33SVD2072S or 33SVD20721 CA Service Desk Manager 14.1 Basic Administration 200 Configure CA SDM Notifications

4%

Managing SLAs 33SVD2072S or 33SVD20721 CA Service Desk Manager 14.1 Basic Administration 200 Manage SLAs

4%

Configuring Surveys 33SVD2072S or 33SVD20721 CA Service Desk Manager 14.1 Basic Administration 200 Configure Surveys

2%

Performing Additional Administrative Tasks 33SVD2072S or 33SVD20721 CA Service Desk Manager 14.1 Basic Administration 200 Perform Additional Administrative Tasks

4%

Administering the xFlow Analyst Interface 33SVD2072S or 33SVD20721 CA Service Desk Manager 14.1 Basic Administration 200 Administer the xFlow Analyst Interface

2%

Exam Objectives

Exam objectives as they map to related courseware and the body of knowledge, including percentage of exam devoted to topics.

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CA Service Desk Manager 14.x Implementation Proven Professional Exam (CAT-181)

© 2017 CA. ALL RIGHTS RESERVED.

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Exam Objectives Related Content Exam FocusConfiguring Incident and Problem Management

33SVD2073S or 33SVD20731 CA Service Desk Manager 14.1 Configure Incident and Problem Management 200Describe the Incident and Problem Management Process Implement an Incident and Problem Resolution

4%

Configuring Change Management 33SVD2075S or 33SVD20751 CA Service Desk Manager 14.1 Configure Change Management 200 Describe the Change Management Process Administer Change Management

4%

Building Advanced Notifications 33SVD30080 r12.9 Building Advanced Notifications 300Build Advanced Notifications

2%

Managing Knowledge 33SVD2065S or 33SVD20651 CA Service Desk Manager 14.1 Managing Knowledge 200 Manage the Knowledge Management Process Administer Knowledge Management

4%

Implementing Advanced Availability 33SVD2066S or 33SVD20661 CA Service Desk Manager 14.1 Implementing Advanced Availability 200Describe the Advanced Availability Architecture Configure Advanced Availability Perform Rolling Maintenance

6%

Managing the Report Environment with CABI 6.x

33SVD3018S CA Service Desk Manager 14.1: Managing the Report Environment with CABI 6.x 300Describe CA Business Intelligence JasperReports Server 6.2Manage ReportsTroubleshoot the Reporting Environment for CABI 6.2

6%

Modifying Forms and the Database 33SVD3067S or 33SVD30671 CA Service Desk Manager 14.1 Modify Forms and Database 300 Describe Form and Database Modification Modify the CA SDM Database with Schema Designer

8%

Understanding Basic Archive and Purge Concepts

33SVD30100 CA Service Desk Manager r12.x Archive and Purge Data 300 Identify Basic Archive and Purge Concepts

2%

Extracting, Transforming, and Loading Data 33SVD30680 CA Service Desk Manager r12.x Extract, Transform and Load Data 300 Dereference Data Import Data

4%

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CA Service Desk Manager 14.x Implementation Proven Professional Exam (CAT-181)

© 2017 CA. ALL RIGHTS RESERVED.

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Exam Objectives Related Content Exam FocusManaging the CMDB Documentation at support.ca.com, Field Experience

Manage the CMDB 4%

Understanding Recent Enhancements Documentation at support.ca.com, Field Experience Call Service Desk from MobileAdd Attachments and URLs to a Manual NotificationAttach Classic Workflow to Each Ticket Type AreaAttach CA Process Automation Workflow to Each Ticket Type AreaAdd Attachments to a Configuration ItemNotification Failures Logged in Ticket Activity LogsEnhanced Security OptionsxMatters and CA SDM IntegrationCA SDM and CA Process Automation Integration – Retry Mechanism for Failed Events

18%

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CA Service Desk Manager 14.x Implementation Proven Professional Exam (CAT-181)

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Sample Certification Exam Questions

These sample questions are very similar to the questions in the actual exam. Some questions may include several correct options.

Questions Options

Question 1In a stored query, which character denotes an object-level join?

A. Plus (+) B. Minus (-) C. Period (.) D. Ampersand (&)

Question 2When you configure a 24-hour workshift, which day range should you configure?

A. Sun - SatB. Mon - FriC. Monday - SundayD. Monday - Monday

Question 3Which feature characterizes CA SDM groups?

A. They are implemented as role records. B. They have a user ID field on their form. C. They are implemented as a type of contact. D. They include contacts, which must be imported from Active Directory.

Question 4CA SDM access types specify: (Choose two)

A. the web interface used by contacts. B. the authentication used to access CA SDM. C. access to CA SDM high-level functions only. D. the access permissions to Web Screen Painter (WSP).

Question 5A data partition consists of: (Choose three)

A. a constraint. B. a constraint type. C. a workshift policy. D. a controlled table. E. a condition macro.

Question 6What are the components of a notification rule? (Choose three)

A. Services B. Contacts C. Constraints D. Condition macro E. Message template

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CA Service Desk Manager 14.x Implementation Proven Professional Exam (CAT-181)

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Questions Options

Question 7If you need to apply an interim patch or test fix to CA SDM, which utilities should you download? (Choose two)

A. CAZIPXP B. ApplyPTF C. GRLoader D. cmdb_update_ambiguity

Question 8After adding new reference data to CA SDM, you need to run a re-index on the search server to make the new reference data searchable. Your search server is running on a Microsoft Windows operating system. To run a re-index, you need to locate a file and run it. Which file do you run?

A. C:/temp/pdm_es_rebuild_index.batB. $ES_HOME/search_server/reindex.exeC. $NX_ROOT/bin/pdm_es_rebuild_index.exeD. $ES_HOME/search/bin/pdm_es_rebuild_index.bat

Question 9Impact Explorer enables you to:

A. perform conflict analysis and collision detection. B. attach risk assessments for each change request submitted. C. examine configuration items (CIs) attached to a change order. D. verify that changes execute accurately and that no unauthorized changes occur.

Question 10Knowledge Document permissions can be defined by:

A. role only. B. group only. C. contact only. D. group or role.

Question 11Web forms define the pages that appear in the CA SDM interface. Which form types can you select? (Choose four)

A. Other B. HTMPL C. Report D. Notification E. Go Resource F. Managed Survey

Question 12When you create a new HTMPL form in Web Screen Painter (WSP), which interfaces are available for selection? (Choose three)

A. PDAB. Analyst C. HTML 5 D. Customer E. Administrator

Question 13You are leveraging Jaspersoft reporting in CA SDM. Which step do you need to complete to ensure that the CA SDM data partitioning feature is supported?

A. Configuration of the Open Access (OA) JDBC driversB. Configuration of the Open Access (OA) ODBC driversC. Configuration of a DSN using the Microsoft SQL Server JDBC driversD. Configuration of a DSN using the Microsoft SQL Server ODBC drivers

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CA Service Desk Manager 14.x Implementation Proven Professional Exam (CAT-181)

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Questions Options

Question 14When creating archive and purge rules, you can use the Additional Query field to: (Choose two)

A. create new configuration option name objects. B. build a query using drag-and-drop functionality. C. refine the selection criteria beyond the basic configuration object name. D. use more detailed archiving to separate files for organizations and tenants.

Question 15You need to modify a large number of database records in one operation. Which utility should you use?

A. pdm_loadB. pdm_replaceC. pdm_d_refreshD. pdm_server_control

Question 16You are creating and modifying configuration item (CI) support data for one of your external partners, a computer manufacturer. You have defined this partner as a company. Now, for each type of computer they manufacture and that you use, you will define a:

A. family. B. model. C. category. D. component.

Question 17CA CMDB provides a facility where you can store data before you load it into CA CMDB. This "staged" data is stored in the:

A. CMDBf Viewer database. B. Transaction work area (TWA). C. General Resource Loader (GRLoader). D. Configuration Audit and Control Facility (CACF).

Question 18A Management Data Repository (MDR):

A. typically summarizes the more-detailed information stored in CA CMDB. B. must be linked to other MDRs in an enterprise in a hierarchical structure. C. must be specified for each configuration item (CI) that you store in CA CMDB. D. enables sources of federated CI data to be identified using a “launch-in-context” link.

Question 19The CA SDM Environment Promotion utility is used to export and import customizations. If an export is performed on a Primary Server, the package can be imported on:

A. the Primary Server only.B. the Background Server only.C. the Application Server and the Primary Server only.D. the Primary Server, the Background Server, and the Application Server.

Question 20When you configure a manual notification, you can define the email recipients. After you install the mail_show_to_cc_list Options Manager option, which requirements must be met? (Choose two)

A. The 'To' field must be populated.B. The recipient must be on the ticket.C. The Internal check box must be selected.D. The same recipient cannot be added to the 'To' and 'Cc' fields.

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Answers

Question 1 = C Question 2 = AQuestion 3 = C Question 4 = B and D Question 5 = A, B, and D Question 6 = B, D, and E Question 7 = A and B Question 8 = DQuestion 9 = C Question 10 = D Question 11 = A, B, C, and EQuestion 12 = A, B, and DQuestion 13 = BQuestion 14 = C and DQuestion 15 = AQuestion 16 = BQuestion 17 = BQuestion 18 = DQuestion 19 = AQuestion 20 = A and D

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