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IBM C2010-024 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Incident and Problem Management | - Incident handling
|
| Topic 2: IBM Tivoli Support Overview | - Support model and lifecycle
|
| Topic 3: Support Tools and Diagnostics | - Diagnostic tools
|
| Topic 4: Support Processes and Best Practices | - Documentation and reporting
|
IBM Tivoli Level 2 Support Tools and Processes Sample Questions:
Question #1
When would a Solution Given code of 1 be entered into a PMR?
A. when a client chooses to terminate problem resolution activities
B. when a test solution as a fix is provided to the client
C. when a circumvention or workaround is determined and communicated to the client
D. when a final solution is provided to the client
Question #2
In a OneTeam PMR, whose Retain ID should be in the Owner ID field?
A. the ID of the SME for the product
B. the ID of the FrontEnd engineer
C. the ID of the centralized GTS center
D. the ID of the BackEnd engineer
Question #3
Which action must always be performed before submitting a new DCF technote?
A. Check for duplicate items in CAST or the Technote database.
B. Forward the PMR to the BackEnd.
C. Install the DCF Item Creator application.
D. Ask the customer if they agree to open a technote.
Question #4
Which three PMRs would it be appropriate to follow-up for a later date?
A. tracking APAR/PTF
B. client to re-create the problem
C. Severity 1 Friday at the end of business
D. waiting for documentation to arrive
E. resolving engineer on holiday
F. too many PMRs for engineer to handle
Question #5
The client whose OneTeam PMR has been worked on by the BackEnd (BE) engineer issatisfiedwith the resolution given and agrees to close the PMR.ENG=Y is set.
What should happen next?
A. The BE ensures the final SG code has been entered, updates the customer, and requeues the PMR to the product queue.
B. The BE engineer ensures the final Solution Given (SG) code has been entered, updates the PMR, and closes it.
C. The BE engineer ensures the final SG code has been entered, updates the PMR, and sets it for follow-up in 28 days.
D. The BE engineer ensures the final SG code has been entered, updates the PMR and requeues it to the FrontEnd for closure.
Solutions:
| Question #1 Correct Answer: D | Question #2 Correct Answer: D | Question #3 Correct Answer: A | Question #4 Correct Answer: A,B,D | Question #5 Correct Answer: C |
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