Vendor: IBM
Exam Code: C9560-659
Exam Name: Fundamentals of Applying IBM SmartCloud Control Desk V1
Certification: IBM Certifications
Total Questions: 103 Q&A
Updated on: Jun 14, 2026
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Which Service Level Agreement (SLA) option can be set at the Organization level in IBM SmartCloud Control Desk?
A. Allow application of multiple SLAs
B. Allow SLAs to be used in multiple sites
C. Apply multiple SLAs based on ticket priority
D. Use calendar for calculating escalation notifications
An end user logs a service request about an application being down. A service desk agent reviews the request and determines it is an incident and that this issue has occurred before. What might be the logical flow of records to resolve this issue long term?
A. Problem, Activities and Tasks, Change
B. Problem, Change, Release, and Work Order
C. Problem, Work Order, Change, and Job Plan Tasks
D. Problem, Process Request, Change, and Work Order
Which statement is true regarding Work Type settings?
A. Start and Complete Status are mandatory fields to create a work type.
B. Work types can be defined Work Order, Change, Release, and Process Request record types.
C. In order for Work Type settings to be available a restart of the MXServer application server is required.
D. To access Work Type settings go to Administration> Organizations, find the desired Organization then Select Action> Labor Options > Work Type.
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