CA Service Desk Manager 14.x Implementation Proven Professional Exam (CAT-181) Study Guide Version 1.3

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1 Exam (CAT-181) Study Guide Version 1.3

2 PROPRIETARY AND CONFIDENTIAL INFORMATION 2017 CA. All rights reserved. CA onfidential & proprietary information. For CA, CA Partner and CA Customer use only. No unauthorized use, opying or distribution. All names of individuals or of ompanies referened herein are fititious names used for instrutional purposes only. Any similarity to any real persons or businesses is purely oinidental. All trademarks, trade names, servie marks and logos referened herein belong to their respetive ompanies. These Materials are for your informational purposes only, and do not form any type of warranty. The use of any software or produt referened in the Materials is governed by the end user s appliable liense agreement. CA is the manufaturer of these Materials. Provided with Restrited Rights.

3 The CA Tehnologies Certifiation Program is designed to measure your skills, knowledge, and expertise in managing, administering, installing, onfiguring and implementing selet CA Tehnologies produts for omplete and optimized IT solutions. With CA ertifiations, management teams will have peae of mind that knowledgeable professionals are handling their CA Tehnologies appliations. Protored by a third party vendor, KryterionOnline, CA Tehnologies ertifiations objetively validate the ompetenies of a projet team whether that team is your in-house staff, CA Tehnologies Professional Servies, or a CA Tehnologies partner. The aim of this doument is to help you prepare for the CA Servie Desk Manager 14.x Exam. Make sure that you familiarize yourself with the ontent areas tested. Your best path to suess is to attend the exam prep ourse(s). You may also find it helpful to review the produt doumentation at and to partiipate in CA Global User Community forums at The experiene gained from taking ourses and using the produt will help you: Gain a omprehensive understanding of the produt or solution Inrease the likelihood of passing the exam on your first attempt The Exam Experiene You an register to take an online protored exam from your home or offie using Kryterion s Online Protoring (OLP) Servies, or you an take an on-site protored exam at a Kryterion testing enter. If you hoose to take an online protored exam, you will need Internet aess, an external web amera, and a omputer that meets speifi hardware and software requirements. For answers to frequently asked questions about registering for exams, loations, on-site and virtual protoring, OLP equipment requirements, anellation and re-sheduling poliies and more, read our FAQs at tion-faq.aspx. CA employees may also go here for more information: Professional Exam Details Produt release: Major release listed in the title; Inludes subsequent point releases Reertifiation: There is no annual requirement to reertify for the same release of a produt. For eah major produt release, an updated exam will be available for reertifiation. Number of items = 50 Item types = Multiple hoie, inluding multiple response questions Time to omplete test: 90 minutes Passing sore 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) alendar days from the date of your last attempt. Read the online FAQs for details.

4 Only qualified andidates who demonstrate ompeteny by suessfully passing the CA Tehnologies ertifiation exam will be awarded ertifiation redentials. Prospetive ertifiation andidates are enouraged to prepare for the exam using the Exam Study Guide and other materials available on the Certifiation from CA Tehnologies website. To safeguard the integrity of the ertifiation program, CA Tehnologies requires all andidates to behave in an ethial manner and to omply with the rules of the third-party test enter for on-site protoring and on-line protoring. The validity of the ertifiation program depends on the exam ontent remaining seure and undislosed to other potential ertifiation andidates. CA Tehnologies will not tolerate heating, fraud, or misondut, whih inludes but is not limited to the following: Obtaining, whether through purhase or otherwise aquiring, unauthorized exam preparation materials from any non-ca website Obtaining, whether through purhase or otherwise aquiring, unauthorized exam questions from any non-ca website, inluding brain dump websites Aquiring or attempting to aquire exam questions through online ommunities, hat rooms, sreen apture software, forums, and soial networking sites Aquiring or attempting to aquire exam ontent through CA Subjet Matter Experts, CA Support Staff, or CA Certified Professionals Using or attempting to use a proxy to sit for the exam in your plae Taking or attempting to take an exam for someone else Reeiving or giving assistane during an exam Sharing exam questions or answers with a potential ertifiation andidate Violating testing enter rules Falsifying a diploma or sore report Using a CA Tehnologies ertifiation logo or redential to whih you are not entitled CA Tehnologies reserves the right to take any ations it deems reasonably appropriate in the ase of suspeted misondut or violation of the terms of the Non-Dislosure Agreement, inluding, but not limited to, anelling an exam result, revoking exam or ertifiation status, terminating use of the Designation, requiring a andidate to retake an exam, banning a andidate from the ertifiation program, and reporting misondut to the andidate s employer. CA Tehnologies onsiders heating a serious offense that warrants disiplinary ation, up to and inluding termination of employment.

5 Experiene Use Cases & Senarios Areas of Study support.a.om Green Books and Green Papers Pratial Appliation of Course Conepts CA Servie Desk Manager Courses: 33SVD x Cumulative Differenes SVD2072S or 33SVD Basi Administration SVD2073S or 33SVD CA Servie Desk Manager 14.1: Configure Inident and Problem Management SVD2075S or 33SVD Configure Change Management SVD30080 r12.9 Building Advaned Notifiations SVD30090 r12.9 Build Stored Queries for the Soreboard SVD2065S or 33SVD Managing Knowledge SVD2066S or 33SVD Implementing Advaned Availability SVD3016S or 33SVD Building Web Intelligene Reports with CABI 4.x SVD3017S or 33SVD : Managing the Report Environment with CABI 4.x BIS10010 CA Business Intelligene Reporting Transition from SAP BusinessObjets to TIBCO Jaspersoft SVD3018S 14.1: Managing the Report Environment with CABI 6.x SVD3067S or 33SVD Modify Forms and Database SVD30100 r12.x Arhive and Purge Data SVD x Extrat, Transform and Load Data 300 CA Teh Insider Prior Knowledge Register for the exam: Searh the CA Eduation Portal for latest ourses, as they may not have been available at the time of this doument posting: Partners & Customers look here: Employees look here: For doumentation, Communities, and more visit: Learning path:

6 Related Content Exam Fous Understanding CA SDM Components and Arhiteture Creating Inident Tikets and Tiket Templates Configuring Soreboards Using Stored Queries Exam objetives as they map to related ourseware and the body of knowledge, inluding perentage of exam devoted to topis. 33SVD2072S or 33SVD20721 CA Servie Desk Manager 14.1 Basi Administration 200 Desribe CA SDM Components and Arhiteture 33SVD2072S or 33SVD20721 CA Servie Desk Manager 14.1 Basi Administration 200 Create Inident Tikets and Tiket Templates 33SVD2072S or 33SVD20721 CA Servie Desk Manager 14.1 Basi Administration 200 Configure Soreboards Using Stored Queries Configuring Organizational Referene Data 33SVD2072S or 33SVD20721 CA Servie Desk Manager 14.1 Basi Administration 200 Configure Organizational Referene Data Understanding CA SDM Authentiation 33SVD2072S or 33SVD20721 CA Servie Desk Manager 14.1 Basi Administration 200 Desribe CA SDM Authentiation Configuring Contats and Groups 33SVD2072S or 33SVD20721 CA Servie Desk Manager 14.1 Basi Administration 200 Configure Contats and Groups Creating Roles and Aess Types 33SVD2072S or 33SVD20721 CA Servie Desk Manager 14.1 Basi Administration 200 Create Roles and Aess Types Creating Data Partitions 33SVD2072S or 33SVD20721 CA Servie Desk Manager 14.1 Basi Administration 200 Create Data Partitions Configuring CA SDM Notifiations 33SVD2072S or 33SVD20721 CA Servie Desk Manager 14.1 Basi Administration 200 Configure CA SDM Notifiations Managing SLAs 33SVD2072S or 33SVD20721 CA Servie Desk Manager 14.1 Basi Administration 200 Manage SLAs Configuring Surveys 33SVD2072S or 33SVD20721 CA Servie Desk Manager 14.1 Basi Administration 200 Configure Surveys Performing Additional Administrative Tasks 33SVD2072S or 33SVD20721 CA Servie Desk Manager 14.1 Basi Administration 200 Perform Additional Administrative Tasks Administering the xflow Analyst Interfae 33SVD2072S or 33SVD20721 CA Servie Desk Manager 14.1 Basi Administration 200 Administer the xflow Analyst Interfae

7 Related Content Exam Fous Configuring Inident and Problem Management Configuring Change Management 33SVD2073S or 33SVD20731 CA Servie Desk Manager 14.1 Configure Inident and Problem Management 200 Desribe the Inident and Problem Management Proess Implement an Inident and Problem Resolution 33SVD2075S or 33SVD20751 CA Servie Desk Manager 14.1 Configure Change Management 200 Desribe the Change Management Proess Administer Change Management Building Advaned Notifiations 33SVD30080 r12.9 Building Advaned Notifiations 300 Build Advaned Notifiations Managing Knowledge 33SVD2065S or 33SVD20651 CA Servie Desk Manager 14.1 Managing Knowledge 200 Manage the Knowledge Management Proess Administer Knowledge Management Implementing Advaned Availability Managing the Report Environment with CABI 6.x 33SVD2066S or 33SVD20661 CA Servie Desk Manager 14.1 Implementing Advaned Availability 200 Desribe the Advaned Availability Arhiteture Configure Advaned Availability Perform Rolling Maintenane 33SVD3018S CA Servie Desk Manager 14.1: Managing the Report Environment with CABI 6.x 300 Desribe CA Business Intelligene JasperReports Server 6.2 Manage Reports Troubleshoot the Reporting Environment for CABI 6.2 Modifying Forms and the Database 33SVD3067S or 33SVD30671 CA Servie Desk Manager 14.1 Modify Forms and Database 300 Desribe Form and Database Modifiation Modify the CA SDM Database with Shema Designer Understanding Basi Arhive and Purge Conepts 33SVD30100 CA Servie Desk Manager r12.x Arhive and Purge Data 300 Identify Basi Arhive and Purge Conepts Extrating, Transforming, and Loading Data 33SVD30680 CA Servie Desk Manager r12.x Extrat, Transform and Load Data 300 Dereferene Data Import Data 6% 6% 8%

8 Managing the CMDB Related Content Exam Fous Understanding Reent Enhanements Doumentation at support.a.om, Field Experiene Manage the CMDB Doumentation at support.a.om, Field Experiene Call Servie Desk from Mobile Add Attahments and URLs to a Manual Notifiation Attah Classi Workflow to Eah Tiket Type Area Attah CA Proess Automation Workflow to Eah Tiket Type Area Add Attahments to a Configuration Item Notifiation Failures Logged in Tiket Ativity Logs Enhaned Seurity Options xmatters and CA SDM Integration CA SDM and CA Proess Automation Integration Retry Mehanism for Failed Events 18%

9 Sample Certifiation These sample questions are very similar to the questions in the atual exam. Some questions may inlude several orret options. Questions Options Question 1 In a stored query, whih harater denotes an objet-level join? A. Plus (+) B. Minus (-) C. Period (.) D. Ampersand (&) Question 2 When you onfigure a 24-hour workshift, whih day range should you onfigure? A. Sun - Sat B. Mon - Fri C. Monday - Sunday D. Monday - Monday Question 3 Whih feature haraterizes CA SDM groups? A. They are implemented as role reords. B. They have a user ID field on their form. C. They are implemented as a type of ontat. D. They inlude ontats, whih must be imported from Ative Diretory. Question 4 CA SDM aess types speify: (Choose two) A. the web interfae used by ontats. B. the authentiation used to aess CA SDM. C. aess to CA SDM high-level funtions only. D. the aess permissions to Web Sreen Painter (WSP). Question 5 A data partition onsists of: (Choose three) Question 6 What are the omponents of a notifiation rule? (Choose three) A. a onstraint. B. a onstraint type. C. a workshift poliy. D. a ontrolled table. E. a ondition maro. A. Servies B. Contats C. Constraints D. Condition maro E. Message template

10 Questions Question 7 If you need to apply an interim path or test fix to CA SDM, whih utilities should you download? (Choose two) Question 8 After adding new referene data to CA SDM, you need to run a re-index on the searh server to make the new referene data searhable. Your searh server is running on a Mirosoft Windows operating system. To run a re-index, you need to loate a file and run it. Whih file do you run? Question 9 Impat Explorer enables you to: Question 10 Knowledge Doument permissions an be defined by: Question 11 Web forms define the pages that appear in the CA SDM interfae. Whih form types an you selet? (Choose four) Question 12 When you reate a new HTMPL form in Web Sreen Painter (WSP), whih interfaes are available for seletion? (Choose three) Question 13 You are leveraging Jaspersoft reporting in CA SDM. Whih step do you need to omplete to ensure that the CA SDM data partitioning feature is supported? Options A. CAZIPXP B. ApplyPTF C. GRLoader D. mdb_update_ambiguity A. C:/temp/pdm_es_rebuild_index.bat B. $ES_HOME/searh_server/reindex.exe C. $NX_ROOT/bin/pdm_es_rebuild_index.exe D. $ES_HOME/searh/bin/pdm_es_rebuild_index.bat A. perform onflit analysis and ollision detetion. B. attah risk assessments for eah hange request submitted. C. examine onfiguration items (CIs) attahed to a hange order. D. verify that hanges exeute aurately and that no unauthorized hanges our. A. role only. B. group only. C. ontat only. D. group or role. A. Other B. HTMPL C. Report D. Notifiation E. Go Resoure F. Managed Survey A. PDA B. Analyst C. HTML 5 D. Customer E. Administrator A. Configuration of the Open Aess (OA) JDBC drivers B. Configuration of the Open Aess (OA) ODBC drivers C. Configuration of a DSN using the Mirosoft SQL Server JDBC drivers D. Configuration of a DSN using the Mirosoft SQL Server ODBC drivers

11 Questions Question 14 When reating arhive and purge rules, you an use the Additional Query field to: (Choose two) Question 15 You need to modify a large number of database reords in one operation. Whih utility should you use? Question 16 You are reating and modifying onfiguration item (CI) support data for one of your external partners, a omputer manufaturer. You have defined this partner as a ompany. Now, for eah type of omputer they manufature and that you use, you will define a: Question 17 CA CMDB provides a faility where you an store data before you load it into CA CMDB. This "staged" data is stored in the: Question 18 A Management Data Repository (MDR): Question 19 The CA SDM Environment Promotion utility is used to export and import ustomizations. If an export is performed on a Primary Server, the pakage an be imported on: Question 20 When you onfigure a manual notifiation, you an define the reipients. After you install the mail_show_to list Options Manager option, whih requirements must be met? (Choose two) Options A. reate new onfiguration option name objets. B. build a query using drag-and-drop funtionality. C. refine the seletion riteria beyond the basi onfiguration objet name. D. use more detailed arhiving to separate files for organizations and tenants. A. pdm_load B. pdm_replae C. pdm_d_refresh D. pdm_server_ontrol A. family. B. model. C. ategory. D. omponent. A. CMDBf Viewer database. B. Transation work area (TWA). C. General Resoure Loader (GRLoader). D. Configuration Audit and Control Faility (CACF). A. typially summarizes the more-detailed information stored in CA CMDB. B. must be linked to other MDRs in an enterprise in a hierarhial struture. C. must be speified for eah onfiguration item (CI) that you store in CA CMDB. D. enables soures of federated CI data to be identified using a launh-in-ontext link. A. the Primary Server only. B. the Bakground Server only. C. the Appliation Server and the Primary Server only. D. the Primary Server, the Bakground Server, and the Appliation Server. A. The 'To' field must be populated. B. The reipient must be on the tiket. C. The Internal hek box must be seleted. D. The same reipient annot be added to the 'To' and 'C' fields.

12 Answers Question 1 = C Question 2 = A Question 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 = D Question 9 = C Question 10 = D Question 11 = A, B, C, and E Question 12 = A, B, and D Question 13 = B Question 14 = C and D Question 15 = A Question 16 = B Question 17 = B Question 18 = D Question 19 = A Question 20 = A and D