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

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IBM Tivoli Level 2 Support Tools and Processes Sample Questions:

1. When would a Solution Given code of 1 be entered into a PMR?

A) when a circumvention or workaround is determined and communicated to the client
B) when a test solution as a fix is provided to the client
C) when a final solution is provided to the client
D) when a client chooses to terminate problem resolution activities

2. What is the main purpose of EcuRep?

A) It is the repository for all customer PMR data.
B) It is the repository for product download.
C) It is the data repository for product Component IDs
D) It is the data repository for manuals.

3. The report CESARE creates can be filtered by a number of options. Which three options are valid for filtering?

A) Customer Name
B) Second Line Manager
C) Country
D) Severity
E) Employee
F) Component ID

4. A OneTeam PMR is requeued by the FrontEnd (FE) to the BackEnd (BE) and dispatched by a BE engineer. The Next Queue field is populated with a FE queue.
What does the BE engineer do?

A) leaves the Next Queue field value as it is
B) changes the Next Queue field value to the BE Work queue
C) changes the Next Queue field value to the BE Entry queue
D) changes the Next Queue field value to the FE Work queue

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

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

Solutions: