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IBM C2010-024 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Support Processes & Guidelines | 20% | - IBM support lifecycle policies - Product taxonomy and component mapping - Customer communication standards - Level 2 support responsibilities |
| Topic 2: PMR Management & Workflow | 30% | - Transferring and escalating PMRs - Creating and updating PMRs - Severity level assignment - Component ID (CompID) usage |
| Topic 3: IBM Support Tools | 25% | - RETAIN and CCWin - Xtreme Leverage - ISST Workbench - CESARE reporting tool |
| Topic 4: Problem Analysis & Documentation | 25% | - Log and diagnostic file review - APAR creation and management - Symptom/Keyword coding - Searching Technotes, Redbooks, and APARs |
IBM Tivoli Level 2 Support Tools and Processes Sample Questions:
What is a Component ID?
- A. the IBM assigned number representing a particular customer
- B. the IBM ID of all or part of a product serviced by support
- C. the RETAIN ID for a specific Level 3 team. i.e. change team
- D. the IBM ID of a product that is sold to the customer
Correct Answer: B 🗳️
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 🗳️
What are the three required keywords to be entered into a PMR during a Final PMR update by a BackEnd engineer?
- A. Problem:
- B. Customer Rep:
- C. Action Plan:
- D. Resolution:
- E. Overview:
- F. Action Taken:
Correct Answer: A,C,F 🗳️
When would a Solution Given code of 1 be entered into a PMR?
- A. when a circumvention or workaround is determined and communicated to the client
- B. when a final solution is provided to the client
- C. when a client chooses to terminate problem resolution activities
- D. when a test solution as a fix is provided to the client
Correct Answer: B 🗳️
When working on a non-OneTeam PMR, which two fields must a BackEnd engineer complete when taking responsibility of a PMR?
- A. Keyword 3 field
- B. Keyword 1 field
- C. Owner field
- D. Resolver field
- E. Keyword 2 field a
Correct Answer: C,D 🗳️
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