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IBM C2010-024 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Incident and Problem Management | - Incident handling
|
| Support Processes and Best Practices | - Documentation and reporting
|
| Support Tools and Diagnostics | - Diagnostic tools
|
| IBM Tivoli Support Overview | - Support model and lifecycle
|
IBM Tivoli Level 2 Support Tools and Processes Sample Questions:
What method is used by an engineer to create a secondary call for a PMR?
- A. Use the GC command in RETAIN or use the PMR^Call Generate (Call Create) option in CCWin.
- B. Use the CT command in RETAIN or use the Contact button in CCWin.
- C. Use the CG command in RETAIN or use the PMR^Create Call (Call Generate) option in CCWin.
- D. Use the CV command in RETAIN or use the PMR->Call Convert option in CCWin.
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. Contact the Duty Manager to change the CRF.
- C. Contact the CRF owner and have them change the CRF.
- D. Everyone can change a CRF using CCWin.
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. on the Tivoli Platform Support Matrix webpage
- B. on the Component ID search tool
- C. in the Lotus Notes BackEnd Support teamroom
- D. in the taxonomy spreadsheet
An engineer needs to know if a Component ID belongs to their product set. Where can this information be found?
- A. in the CompID library on the IBM Support website
- B. in the CompID search tool or on the taxonomy spreadsheet
- C. on the Product Support Lifecycle website
- D. on Xtreme Leverage
When working on a non-OneTeam PMR, which two fields must a BackEnd engineer complete when taking responsibility of a PMR?
- A. Owner field
- B. Keyword 2 field a
- C. Resolver field
- D. Keyword 1 field
- E. Keyword 3 field
Jane 
Lance 
Lionel 
Bing 
Sigrid 
Violet 
Maximilian 
Duke 
Ingrid 
Hyman 
Egbert 
