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IBM C2010-024 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Incident and Problem Management | - Problem determination
|
| Topic 2: Support Processes and Best Practices | - Documentation and reporting
|
| Topic 3: IBM Tivoli Support Overview | - Support model and lifecycle
|
| Topic 4: Support Tools and Diagnostics | - Troubleshooting methodologies
|
IBM Tivoli Level 2 Support Tools and Processes Sample Questions:
What does a BackEnd (BE) engineer need to document for follow-up commitments?
- A. when the BE engineer will work the PMR next
- B. when the next client/engineer contact should occur
- C. when the PMR will un-FUP
- D. who will initiate the next client/engineer contact
- E. the method the BE engineer will use to communicate with the customer
Correct Answer: D,E 🗳️
Which activity will be performed by the client's Premium Support Analyst?
- A. Provide a single point of contact within the IBM Support organization.
- B. Advise the client on critical fixes and workarounds that apply to their environment.
- C. Manage the client's support relationship with the middleware IBM departments.
- D. Provide guidance on the future directions of IBM Software.
Correct Answer: D 🗳️
The report CESARE creates can be filtered by a number of options. Which three options are valid for filtering?
- A. Customer Name
- B. Country
- C. Severity
- D. Second Line Manager
- E. Component ID
- F. Employee
Correct Answer: A,C,E 🗳️
A OneTeam PMR is requeued by the FrontEnd (FE) to the BackEnd (BE) and dispatched by a BE engineer. The Next Queue field is populated with a FE queue.
What does the BE engineer do?
- A. leaves the Next Queue field value as it is
- B. changes the Next Queue field value to the BE Entry queue
- C. changes the Next Queue field value to the BE Work queue
- D. changes the Next Queue field value to the FE Work queue
Correct Answer: D 🗳️
Explanation: Only visible for ExamsTorrent members. You can sign-up / login (it's free).
A PMR has been opened. The client prefers contact using e-mail.
Where does the FrontEnd engineer report thisinformation in the PMR?
- A. in the scratch pad
- B. in the OneTeam format alter
- C. in the Keyword 2 field KW2
- D. in the Keyword 1 field KW1
Correct Answer: D 🗳️
