IBM IBM Certified Support Specialist C2010-024

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IBM C2010-024 Exam Syllabus Topics:

IBM Tivoli Level 2 Support Tools and Processes Sample Questions:

Question #1
Which actions can customers perform using the Service Request tool?

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

Question #2
What does a PSAR Service code 72 indicate in a PMR?

A. that the problem reported appears to be a product code or documentation defect
B. that the problem reported appears to be a non-defect issue
C. that the problem reported appears to be a user-generated error
D. that the PMR appears to have originated from the FrontEnd team

Question #3
Which action must always be performed before submitting a new DCF technote?

A. Check for duplicate items in CAST or the Technote database.
B. Install the DCF Item Creator application.
C. Forward the PMR to the BackEnd.
D. Ask the customer if they agree to open a technote.

Question #4
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, open a Software Centre Track record and for a US PMR, contact the person who opened the PMR.
D. For a OneTeam PMR, send a secondary back to the FE and for a US PMR. open a Software Centre Track record.

Question #5
After a month,Level 3 provides an engineer with a proven workaround for the problem reported in an APAR that they created for a PMR. Apart fromupdating theclient with the work around, what else should the engineer do?

A. Create and publish a DCF with details of the workaround for the problem reported.
B. Add the provided workaround to the Error description field of the APAR if not described.
C. Notify the other clients listed on the Interested Party for the APAR.
D. Edit the APAR and add the provided workaround to the Local Fix field of the APAR if not present.

Solutions: