IBM C2010-024 : IBM Tivoli Level 2 Support Tools and Processes

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IBM C2010-024 Exam Syllabus Topics:

IBM Tivoli Level 2 Support Tools and Processes Sample Questions:

Question 1

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

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

Question 2

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 Keyword 2 field KW2
B. in the scratch pad
C. in the OneTeam format alter
D. in the Keyword 1 field KW1

Question 3

The client has been contacted. How is this contact recorded in CCWin or RETAIN while dispatched to the PMR?

A. CCWin - click the Contact button on the PMR Notebook; RETAIN - issue the CT command.
B. CCWin - click the Stop Assist option in the PMR "Actions" menu; RETAIN - issue the ST command.
C. CCWin - click the Dispatch button on the PMR Notebook; RETAIN - issue the CD command.
D. CCWin - click the Stop Time button on the Problem Management Window; RETAIN issue the CM command

Question 4

What does a BackEnd (BE) engineer need to document for follow-up commitments?

A. who will initiate the next client/engineer contact
B. when the BE engineer will work the PMR next
C. when the next client/engineer contact should occur
D. when the PMR will un-FUP
E. the method the BE engineer will use to communicate with the customer

Question 5

An engineer is working with a US client and the client indicates they have another issue so another PMR is created. Which format insert isrequiredto perform entitlement on the new PMR?

A. Fl 1654
B. Fl 1529
C. Fl 1586
D. Fl 1683

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