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| Section | Objectives |
|---|---|
| Topic 1: SAP Business All-in-One Support Operations | - Support model and service processes - System monitoring and issue resolution |
| Topic 2: SAP Solution Manager (ITSM) | - Service desk configuration and usage - Incident and problem management in Solution Manager |
| Topic 3: Escalation and Root Cause Analysis | - Root cause analysis techniques - Escalation procedures and SLA handling |
| Topic 4: Incident Management Processes | - Incident lifecycle and workflow - Ticket handling and categorization |
| Topic 5: Reporting and Continuous Improvement | - Incident reporting and analytics - Process optimization in support operations |
1. During the execution of a dialog transaction, you receive an error message about a failed authority check. How could you analyze this? (Choose two)
A) Analyze the entry in transaction SU53 (Authorization Data for User) and compare with the User Master Record.
B) Get the name of the authorization object from the F1 help, navigate to its definition (in SE80) and apply the where-used list.
C) Use the F1 help to check the message ID and then apply the where-used list in transaction SE91.
D) Create a Breakpoint on Statement AUTHORITY-CHECK and watch out for return codes other than 0.
2. What should the partner do when it receives a message from a customer end user?
A) Recommend to the end user to wait for the next SAP release.
B) Undertake the support level 1 and 2 tasks of primary support services.
C) Forward the message to SAP and advise the end-user of the current situation.
3. Which one of the following statements about the return code is true? (Choose two)
A) A return code is a system field that is automatically filled (and changed) when a certain ABAP command has been executed.
B) A return code can only have one value at a certain time.
C) All ABAP commands support a return code. After every ABAP statement, the return code is determined again.
D) A return code is a unique key that is sent from the ABAP program to the SAPGUI so that the right screen will be selected from the front end's local repository.
4. How long are local system log entries kept available in SM21?
A) Until the next system restart
B) Until the records are replicated to the central system log (usually after one hour)
C) Until the entry is overwritten (circular file)
D) Until the name of the system log file is changed manually
5. For which of the following is the SQL trace (ST05) limited?
A) The current work process
B) The system
C) The current user
D) The current instance
Solutions:
| Question # 1 Answer: A,D | Question # 2 Answer: B | Question # 3 Answer: A,B | Question # 4 Answer: C | Question # 5 Answer: D |
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