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| Section | Objectives |
|---|---|
| Topic 1: Reporting and Continuous Improvement | - Incident reporting and analytics - Process optimization in support operations |
| Topic 2: SAP Business All-in-One Support Operations | - Support model and service processes - System monitoring and issue resolution |
| Topic 3: Escalation and Root Cause Analysis | - Root cause analysis techniques - Escalation procedures and SLA handling |
| Topic 4: SAP Solution Manager (ITSM) | - Service desk configuration and usage - Incident and problem management in Solution Manager |
| Topic 5: Incident Management Processes | - Ticket handling and categorization - Incident lifecycle and workflow |
1. You are analyzing a report program with respect to a reported error with the default values on a Selection screen. Where may you find the origin of the default values? (Choose two)
A) In non-executable ABAP statements like PARAMETERS or SELECT-OPTIONS
B) In the element list of the Screen Painter
C) In the function key settings of the Menu Painter
D) In ABAP statements of the Event blocks INITIALIZATION or AT SELECTION-SCREEN OUTPUT
2. What can the processor use in the Service Desk for message processing? (Choose two)
A) Incident Management Work Center
B) Business Process Monitoring Work Center
C) CRM_DNO_MONITOR transaction within SAP GUI
D) Transaction INCMAN
3. What data objects can be accessed in form routines? (Choose two)
A) All data objects that have been explicitly passed via the Interface.
B) All data objects in modules that are being called from the current form.
C) All data objects that are defined in the current program (no matter in which processing block).
D) All data objects that have been defined locally in the form.
4. Which information will you find in the system log? (Choose two)
A) Error messages of application programs
B) Database errors
C) ABAP runtime errors
D) Database locks
5. What is the definition of Initial Response Time (IRT)?
A) The time elapsed between the following two events: Customer message receives status - Sent to SAP; and the message processor changes the message status to - Completed.
B) The amount of time that a customer message has been the responsibility of SAP.
C) The time elapsed between the following two events: Customer message receives status - Sent to SAP; and the customer changes the message status to - Completed for author.
D) Agreed time within which the Partner must confirm receipt of an Incident and provide the End User with an initial qualified response.
Solutions:
| Question # 1 Answer: A,D | Question # 2 Answer: A,C | Question # 3 Answer: A,D | Question # 4 Answer: B,C | Question # 5 Answer: D |
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