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

2. A new problem is identified by the client while their OneTeam PMR is being worked. Which action should the BackEnd engineer working the original PMR take about the new problem?

A) Create a secondary call with a description of the new problem and requeue it to the FE Entry queue requesting a new PMR to be created.
B) Explain the situation to a FrontEnd (FE) engineer and ask them to create a separate PMR for the new problem.
C) Create a new PMR for the client and assign it to himself.
D) Change the details of the original PMR to match the new problem, and begin investigating it.

3. When a System Down PMR is received by BackEnd support, within what timeframe should every effort be made to contact the client?

A) 1 business day
B) 2 hours
C) 1 hour
D) 30 minutes

4. The BackEnd engineer has resolved a client problem, but the client is now asking a noncritical question regarding the same product set.The client hasstatedthatit wouldbe a "nice
to know" question rather than a pressing issue.
A new PMR will be created to answer the client's question. What is the appropriate severity level for this PMR?

A) Severity 4
B) Severity 3
C) Severity 1
D) Severity 2

5. Which activity will be performed by the client's Premium Support Analyst?

A) Advise the client on critical fixes and workarounds that apply to their environment.
B) Manage the client's support relationship with the middleware IBM departments.
C) Provide guidance on the future directions of IBM Software.
D) Provide a single point of contact within the IBM Support organization.

Solutions: