IBM C2010-024 Test Passed : 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 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. specify a delay time for 1 client business day
B. set the call for follow-up for 1 client business day
C. set the call for follow-up for 3 client business days
D. specify a delay time for later that day

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. Owner field
C. Keyword 1 field
D. Keyword 2 field a
E. Keyword 3 field

Question 3

An engineer working in the BackEnd (BE) receives a new One-Team PMR from the FrontEnd (FE).
What should the NextQ field contain?

A. the BE engineer's monitored queue
B. the NextQ field is only used for escalation
C. nothing, the NextQ will be filled in by the BE
D. the FE engineer's monitored queue

Question 4

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

Question 5

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 SME for the product
C. the ID of the FrontEnd engineer
D. the ID of the BackEnd engineer

Solutions: