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

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IBM C2010-024 Exam Syllabus Topics:

IBM Tivoli Level 2 Support Tools and Processes Sample Questions:

Question #1
Once a Non-OneTeam PMR created using Service Request has been received, which method should be used to contact the customer?

A. Contact the client using the provided preferred method of contact.
B. Contact the client simply by updating the PMR and setting it for follow-up.
C. Contact the client using the provided telephone number in the PMR.
D. Contact the client using the provided e-mail address in the PMR.

Question #2
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

Question #3
A new BackEnd engineer wants to be informed about all news (downloads and documents, flashes, redbooks, recent APARs. Technotes) for a set of products.Where can this information be found?

A. IBM My notifications webpage
B. IBM Intranet Page
C. IBM Your News Lotus Notes Database
D. IBM ISST Workbench

Question #4
Once an engineer has taken ownership of a Non-OneTeam PMR, which field must be updated?

A. APAR Number
B. Keyword 2
C. Keyword 1
D. Next Queue

Question #5
For what purpose will a client use the Passport Advantage website?

A. Download fixes for products that the client is not entitled to download.
B. Download products that the client is entitled to download.
C. Download fixes for products that the client is entitled to download.
D. Download products that the client is not entitled to.

Solutions: