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IBM C2010-024 Exam Syllabus Topics:

IBM Tivoli Level 2 Support Tools and Processes Sample Questions:

1. 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 engineer ensures the final SG code has been entered, updates the PMR, and sets it for follow-up in 28 days.
B) The BE engineer ensures the final SG code has been entered, updates the PMR and requeues it to the FrontEnd for closure.
C) The BE engineer ensures the final Solution Given (SG) code has been entered, updates the PMR, and closes it.
D) The BE ensures the final SG code has been entered, updates the customer, and requeues the PMR to the product queue.

2. What are two pieces of information regarding software product versions located on the Product Support Lifecycle webpage?

A) announcement date
B) product out of support date if known
C) link to the product support page
D) general availability date
E) fix pack release date

3. The BackEnd engineer has resolved a client problem, but the client is now asking a noncritical question regarding the same product set.The client hasstatedthatit wouldbe a "nice
to know" question rather than a pressing issue.
A new PMR will be created to answer the client's question. What is the appropriate severity level for this PMR?

A) Severity 1
B) Severity 2
C) Severity 4
D) Severity 3

4. How can a customer access the Assist on Site tool?

A) The customer accesses a secure website, supplied by the support engineer, where they are prompted to download a small, self-installing plug-in.
B) A support engineer will supply the customer with software to upload in their environment.
C) A support engineer will connect automatically to the customer's system using special software.
D) Once the customer connects to the service, a support engineer will supply them with the software package for remote assistance.

5. When transferring a PMR to another team and the Component ID (CompID) is incorrect for the new team's product, what should the sending engineer do to the CompID (Component field in CCWin / Comp field in RETAIN)?

A) Leave it set to its current value, so that the receiving engineer can change it.
B) Blank out the CompID so that the receiving engineer can set it.
C) Change it to a best guess for the CompID of the product that the new team will work on.
D) Set it to a special routing CompID used for all transfers.

Solutions: