IBM C9560-680 - IBM Control Desk V7.6 Fundamentals
Updated: Jul 17, 2026
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Updated: Jul 17, 2026
Q & A: 0 Questions and Answers
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| Topic | Details | Weights |
|---|---|---|
| General Installation and Deployment IBM Control Desk. | -Describe the various offering types (IBM Control Desk, IBM Control Desk Internal Service Provider, IBM Control Desk External Service Provider). -Describe the various deployment options (On Cloud/SaaS, On Premises). -Understand the installation process and steps. -Explain the general architecture of IBM Control Desk on the different deployment options. -Explain the methods and tools that support external integration ( ITIC, Integration Framework, IBM Security Directory Integrator (previously TDI), etc). | 14% |
| Usage of IBM Control Desk. | -Demonstrate knowledge of basic navigation and UI usage. -Perform Service Desk Management. -Demonstrate knowledge of managing IT hardware and software assets. -Demonstrate knowledge of Configuration Management, Change Management and Release Management. -Perform troubleshooting and problem determination on IBM Control Desk. -Create ad-hoc reports and run system reports. | 30% |
| IBM Control Desk Concepts | -Explain Service Management Concepts and their interdependencies. -Explain the processes and capabilities of Service Desk and Self Service. -Explain the processes and capabilities of Service Catalog and Self Service. -Explain the capabilities of Configuration Management, Change Management and Release Management. -Explain the capabilities of IT Asset Management (hardware and software). | 21% |
| Configure IBM Control Desk | -Explain the security options including people and users for IBM Control Desk. -Perform the initial configuration which includes IT foundation data (organization, sites, etc.) -Understand report administration, security and reporting capabilities. -Explain the IBM Control Desk options for logging (serviceability logging). -Summarize the system configuration options (system properties, cron tasks, etc). -Explain how workflows and escalations can be configured. -Perform UI changes and database configuration modifications. | 35% |
Reference: https://www.ibm.com/certify/exam?id=C9560-680
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| Books / Training | IBM Control Desk |
| Exam Code | C9560-680 |
| Duration | 90 mins |
| Passing Score | 70% |
| Schedule Exam | Pearson VUE |
| Number of Questions | 63 |
| Exam Price | $200 (USD) |
| Exam Name | IBM Certified Associate - IBM Control Desk v7.6 |
| Sample Questions | IBM Control Desk Fundamentals Sample Questions |
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Usage and Administration | 30% | - Asset lifecycle management - Incident, problem and change management execution - Running standard and ad-hoc reports - Basic troubleshooting and support |
| Topic 2: Configure IBM Control Desk | 35% | - Security setup: users, roles, permissions - Organizational structure, sites and locations - System properties, cron tasks and logging - Workflows, escalations and business rules - UI customization and database configuration - Report administration and security |
| Topic 3: General Installation and Deployment | 14% | - Architecture and components overview - Offering types: standard, internal, external service provider - Installation procedures and prerequisites - Deployment options: on-premises, cloud/SaaS - Integration frameworks and tools |
| Topic 4: IBM Control Desk Concepts | 21% | - Service desk and self-service capabilities - Service management concepts and interdependencies - Configuration, change and release management - IT asset management for hardware and software - Service catalog and request fulfillment processes |
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