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IBM IBM Certified Support Specialist C2010-024 IBM Tivoli Level 2 Support Tools and Processes Exams
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IBM C2010-024 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Tools and Diagnostics | - System diagnostics
|
| Topic 2: IBM Tivoli Support Overview | - Tivoli product suite fundamentals
|
| Topic 3: Operational Processes | - IT service management processes
|
IBM Tivoli Level 2 Support Tools and Processes Sample Questions:
Question 1
In a OneTeam PMR, whose Retain ID should be in the Owner ID field?
A. the ID of the centralized GTS center
B. the ID of the BackEnd engineer
C. the ID of the SME for the product
D. the ID of the FrontEnd engineer
Question 2
When working on a non-OneTeam PMR, which two fields must a BackEnd engineer complete when taking responsibility of a PMR?
A. Resolver field
B. Keyword 2 field a
C. Keyword 1 field
D. Keyword 3 field
E. Owner field
Question 3
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. Re-open the APAR so it can be associated to.
B. Check the fix provided is not already included in the release level quoted in the PMR.
C. Check the associated CMVC record for the resolution detailed by Level 3 (L3).
D. Notify L3 that an additional PMR needs to be added to the Interested Party list of the closed APAR.
E. Check the APAR closure code.
F. Confirm it is for the same Component ID.
Question 4
What is needed to logon to CAST?
A. IBM Software Support User ID and password
B. IBM intranet User ID and password
C. RETAIN User ID and password
D. Lotus Notes User ID and password
Question 5
When transferring a PMR to another team and the Component ID (CompID) is incorrect for the new team's product, what should the sending engineer do to the CompID (Component field in CCWin / Comp field in RETAIN)?
A. Set it to a special routing CompID used for all transfers.
B. Change it to a best guess for the CompID of the product that the new team will work on.
C. Blank out the CompID so that the receiving engineer can set it.
D. Leave it set to its current value, so that the receiving engineer can change it.
Solutions:
| Question 1 Answer: B | Question 2 Answer: A,E | Question 3 Answer: C,E,F | Question 4 Answer: B | Question 5 Answer: A |
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