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IBM C2010-024 Exam Syllabus Topics:

IBM Tivoli Level 2 Support Tools and Processes Sample Questions:

Question 1

How can a Contact Reference File (CRF) be changed when incorrect or missing information is found?

A. Everyone can change a CRF using RETAIN.
B. Everyone can change a CRF using CCWin.
C. Contact the CRF owner and have them change the CRF.
D. Contact the Duty Manager to change the CRF.

Question 2

Once an engineer has taken ownership of a Non-OneTeam PMR, which field must be updated?

A. Keyword 2
B. Next Queue
C. Keyword 1
D. APAR Number

Question 3

Which step is required when closing a Non-OneTeam PMR?

A. Perform final entitlement procedures.
B. Change the Component ID.
C. Fill out the final PMR update.
D. Submit a Knowledge Item.

Question 4

What is a Component ID?

A. the RETAIN ID for a specific Level 3 team. i.e. change team
B. the IBM assigned number representing a particular customer
C. the IBM ID of all or part of a product serviced by support
D. the IBM ID of a product that is sold to the customer

Question 5

Once a Non-OneTeam PMR created using Service Request has been received, which method should be used to contact the customer?

A. Contact the client using the provided telephone number in the PMR.
B. Contact the client simply by updating the PMR and setting it for follow-up.
C. Contact the client using the provided preferred method of contact.
D. Contact the client using the provided e-mail address in the PMR.

Solutions: