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| Section | Objectives |
|---|---|
| Incident Management Fundamentals | - Incident vs. service request differentiation - IT service management principles and lifecycle - Basic SAP support process overview |
| SAP Solution and Support Tools | - SAP Solution Manager overview - Incident analysis and root cause identification - Monitoring and reporting tools |
| Service Quality and Continuous Improvement | - Process optimization in support operations - Performance reporting and KPIs - Problem management concepts |
| Service Desk and Ticket Management | - SLA management and tracking - Ticket creation, categorization, and prioritization - Knowledge base usage and resolution documentation |
| SAP Business All-in-One Support Processes | - Support organization structure and roles - Incident handling workflow in SAP environments - Communication and escalation procedures |
Question 1
Which of the following objects can be analyzed in the Object List of the Object Navigator (SE80)? (Choose two)
A. The data objects used by the program.
B. The database tables that are accessed by the program.
C. The Include programs of the program (for example, Top-Include).
D. The authorizations required to execute a program.
Question 2
You have to analyze a job that is currently processing a long running SELECT statement on a database table. Via transaction 'SM50 - details', you see that the read does not finish. What can you do?
A. You can analyze the currently processed statement by starting the SQL-Trace (ST05).
B. You have to wait until the program returns from the database. Afterwards, you can continue analysis (for example, with debugging or SQL-Trace).
C. You can analyze the currently processed statement using ST04 - detailed analysis.
Question 3
Which of the following tools provides you with a central point of access to Customizing?
A. Business Object Browser (SWO2)
B. Customizing - Edit Project (SPRO)
C. Object Navigator (SE80)
D. Repository Information System (SE84)
Question 4
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 the function key settings of the Menu Painter
B. In ABAP statements of the Event blocks INITIALIZATION or AT SELECTION-SCREEN OUTPUT
C. In the element list of the Screen Painter
D. In non-executable ABAP statements like PARAMETERS or SELECT-OPTIONS
Question 5
Which of the following are ways to create a message for a customer in SAP Solution Manager Service Desk during message processing? (Choose two)
A. The message processor has to call SE80.
B. Only a customer can create a message.
C. Call transaction CRMD_ORDER.
D. Within the transaction for message processing.
Solutions:
| Question 1 Answer: A,C | Question 2 Answer: C | Question 3 Answer: B | Question 4 Answer: B,D | Question 5 Answer: C,D |
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