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| Section | Objectives |
|---|---|
| SAP Solution Manager (ITSM) | - Incident and problem management in Solution Manager - Service desk configuration and usage |
| Escalation and Root Cause Analysis | - Root cause analysis techniques - Escalation procedures and SLA handling |
| SAP Business All-in-One Support Operations | - Support model and service processes - System monitoring and issue resolution |
| Reporting and Continuous Improvement | - Incident reporting and analytics - Process optimization in support operations |
| Incident Management Processes | - Ticket handling and categorization - Incident lifecycle and workflow |
Question 1
Which of the following are events of a report program? (Choose two)
A. INITIALIZATION
B. AT LINE-SELECTION
C. PARAMETERS
D. AT TITLE-PAGE-OUTPUT
Question 2
You have picked a message from the queue. What will be your next steps? (Choose two)
A. Search for notes and confirmed messages.
B. Try to guess what the customer 'might' want to have.
C. Get a thorough understanding of the issue from the information given in the message.
D. Ask the customer for user and password.
Question 3
What is a work center in the SAP Solution Manager? (Choose two)
A. A tailored and role-based user environment to simplify your work
B. A community
C. Exchange data to SAP systems
D. An easy navigation through a central role-based access point
Question 4
What is Product Support Hierarchy in SAP environment used for? (Choose two)
A. It is a view on the Application Component Hierarchy.
B. It is a powerful instrument in organization and reporting within Product Support.
C. It is part of the Service Level Agreement.
D. In SAP, a product hierarchy is used for pricing.
Question 5
What information can you find in an ABAP trace? (Choose two)
A. All ABAP modules (methods, function modules, subroutines) that are executedin the course of a transaction
B. All operations on database tables (SELECT, INSERT, MODIFY, and so on)
C. All screens, modules of the flow logic, and ABAP messages
D. All SAP developers responsible for the checked program
Solutions:
| Question 1 Answer: A,B | Question 2 Answer: A,C | Question 3 Answer: A,D | Question 4 Answer: A,B | Question 5 Answer: A,C |
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