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| Section | Objectives |
|---|---|
| SAP Solution Manager (ITSM) | - Incident and problem management in Solution Manager - Service desk configuration and usage |
| Incident Management Processes | - Incident lifecycle and workflow - Ticket handling and categorization |
| Escalation and Root Cause Analysis | - Root cause analysis techniques - Escalation procedures and SLA handling |
| Reporting and Continuous Improvement | - Incident reporting and analytics - Process optimization in support operations |
| SAP Business All-in-One Support Operations | - Support model and service processes - System monitoring and issue resolution |
1. Which of the following are applications of the root cause analysis of SAP Solution Manager? (Choose two)
A) Safe remote access
B) Performance measurement
C) Batch job planning
D) Report development
2. How do you search for matching notes and messages for a given message? (Choose two)
A) Use technical terms (not long texts, but error messages).
B) Search on notes with customer installation number.
C) Search on notes with support packages/releases included.
D) Include customer specific descriptions in the search fields.
3. What can you analyze with an SQL trace? (Choose two)
A) All SELECT statements in an ABAP program that lead to a buffer access.
B) All READ statements in an ABAP program that access internal tables.
C) All SELECT statements in an ABAP program that lead to a database access.
D) All statements in an ABAP program that update a database table.
4. How can you use your customer's system data for an SAP Note Search? (Choose three)
A) Copy and paste the configuration information into the 'Validity' section of the Note Search.
B) Add the customer's system ID to the search terms.
C) Select the customer's software components in the 'Validity' section of the Note Search.
D) Select the customer's product version in the 'Validity' section of the Note Search.
5. Which of the following features are supported by the SAP Note Assistant? (Choose two)
A) Checks if a given note can be implemented automatically
B) Creation of internal memos in customer messages
C) Automatic implementation of Java corrections
D) Implementation of any note that can be implemented automatically by an SAP Note
Solutions:
| Question # 1 Answer: A,B | Question # 2 Answer: A,C | Question # 3 Answer: C,D | Question # 4 Answer: A,C,D | Question # 5 Answer: A,D |
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