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IBM C2010-024 Exam Syllabus Topics:

IBM Tivoli Level 2 Support Tools and Processes Sample Questions:

1. The client whose OneTeam PMR has been worked on by the BackEnd (BE) engineer issatisfiedwith the resolution given and agrees to close the PMR.ENG=Y is set.
What should happen next?

A) The BE engineer ensures the final SG code has been entered, updates the PMR, and sets it for follow-up in 28 days.
B) The BE ensures the final SG code has been entered, updates the customer, and requeues the PMR to the product queue.
C) The BE engineer ensures the final SG code has been entered, updates the PMR and requeues it to the FrontEnd for closure.
D) The BE engineer ensures the final Solution Given (SG) code has been entered, updates the PMR, and closes it.

2. In searching about the problem in a PMR, a BackEnd engineer finds that there is already a closed APAR for the problem which exactly matches the problem described in their PMR. Before associating the APAR with their PMR, which three steps should be taken?

A) Check the associated CMVC record for the resolution detailed by Level 3 (L3).
B) Check the APAR closure code.
C) Check the fix provided is not already included in the release level quoted in the PMR.
D) Re-open the APAR so it can be associated to.
E) Confirm it is for the same Component ID.
F) Notify L3 that an additional PMR needs to be added to the Interested Party list of the closed APAR.

3. Which actions can customers perform using the Service Request tool?

A) open, requeue, and close their PMRs
B) open and escalate their PMRs
C) open and close their PMRs
D) open, update, or search for their PMRs

4. A PMR has been raised in order to know if a particular operating system is supported on a specific product. Where can this information be found?

A) in the taxonomy spreadsheet
B) on the Tivoli Platform Support Matrix webpage
C) in the Lotus Notes BackEnd Support teamroom
D) on the Component ID search tool

5. 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) EHRT
C) FITS
D) FMRT

Solutions: