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IBM C2010-024 Exam Syllabus Topics:

IBM Tivoli Level 2 Support Tools and Processes Sample Questions:

1. The client has been contacted. How is this contact recorded in CCWin or RETAIN while dispatched to the PMR?

A) CCWin - click the Stop Assist option in the PMR "Actions" menu; RETAIN - issue the ST command.
B) CCWin - click the Contact button on the PMR Notebook; RETAIN - issue the CT command.
C) CCWin - click the Stop Time button on the Problem Management Window; RETAIN issue the CM command
D) CCWin - click the Dispatch button on the PMR Notebook; RETAIN - issue the CD command.

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

3. Which actions can customers perform using the Service Request tool?

A) open, update, or search for their PMRs
B) open and close their PMRs
C) open and escalate their PMRs
D) open, requeue, and close their PMRs

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

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

5. Once the first contact attempt has failed on a Non-OneTeam PMR requesting voice response in which the contact attempt was made at 9:00 AM (client time). Whichactivity should be taken by the engineer to enable a retry?

A) set the call for follow-up for 3 client business days
B) specify a delay time for later that day
C) specify a delay time for 1 client business day
D) set the call for follow-up for 1 client business day

Solutions: