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IBM C2010-024 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Tools and Diagnostics | - Troubleshooting tools
|
| Topic 2: IBM Tivoli Support Overview | - Support Level 2 responsibilities
|
| Topic 3: Operational Processes | - IT service management processes
|
IBM Tivoli Level 2 Support Tools and Processes Sample Questions:
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. changes the Next Queue field value to the BE Entry queue
- B. leaves the Next Queue field value as it is
- C. changes the Next Queue field value to the FE Work queue
- D. changes the Next Queue field value to the BE Work queue
Correct Answer: C 🗳️
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An engineer needs to know if a Component ID belongs to their product set. Where can this information be found?
- A. on the Product Support Lifecycle website
- B. in the CompID search tool or on the taxonomy spreadsheet
- C. in the CompID library on the IBM Support website
- D. on Xtreme Leverage
Correct Answer: C 🗳️
An engineer identifies that an open APAR exists which matches the problem reported in a PMR and that the Component ID and release in the APAR match those defined in the PMR.
What should the engineer do next?
- A. Subscribe the PMR to the APAR using the correct command in RETAIN/CCWin.
- B. Fill in the APAR fietd in the PMR with the APAR Number.
- C. Associate the PMR to the APAR using the correct command in RETAIN/CCWin.
- D. Notify Level 3 that they have a PMR to be added to the Interested Party list of the APAR.
Correct Answer: C 🗳️
A client contacts support with a request for a product enhancement. Which tool should an engineer use to create the enhancement request for the client?
- A. PERT
- B. FITS
- C. FMRT
- D. EHRT
Correct Answer: B 🗳️
An engineer is working on a PMR and is unsure which Solution Given code to use.
Where can the correct information be found?
- A. in the IBM Support Handbook
- B. in the monthly scorecard
- C. in the Problem Handling section of the Process Website
- D. in the RETAIN HELP screen
Correct Answer: D 🗳️
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