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IBM C2010-024 Exam Syllabus Topics:

IBM Tivoli Level 2 Support Tools and Processes Sample Questions:

1. When a PMR has been misqueued to an incorrect inbound queue, who should be notified and how?

A) For a OneTeam PMR. send a secondary back to the FrontEnd (FE) and for a US PMR. call the person who opened the PMR.
B) For a OneTeam PMR. open a OneTeam Centre Track record and for a US PMR, open a Software Centre Track record.
C) For a OneTeam PMR, send a secondary back to the FE and for a US PMR. open a Software Centre Track record.
D) For a OneTeam PMR, open a Software Centre Track record and for a US PMR, contact the person who opened the PMR.

2. What are the three required keywords to be entered into a PMR during a Final PMR update by a BackEnd engineer?

A) Action Taken:
B) Overview:
C) Problem:
D) Customer Rep:
E) Resolution:
F) Action Plan:

3. What is needed to logon to CAST?

A) Lotus Notes User ID and password
B) IBM intranet User ID and password
C) RETAIN User ID and password
D) IBM Software Support User ID and password

4. What is the purpose of IBM Redbooks?

A) provide specific information about products
B) provide guidance on how to manage PMRs
C) provide how-to guidelines on RETAIN activity
D) provide guidance on how to search in CCWin

5. What is a Component ID?

A) the IBM ID of all or part of a product serviced by support
B) the RETAIN ID for a specific Level 3 team. i.e. change team
C) the IBM assigned number representing a particular customer
D) the IBM ID of a product that is sold to the customer

Solutions: