IBM C2010-024

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IBM Tivoli Level 2 Support Tools and Processes Sample Questions:

1. An engineer is working with a US client and the client indicates they have another issue so another PMR is created. Which format insert isrequiredto perform entitlement on the new PMR?

A) Fl 1683
B) Fl 1529
C) Fl 1586
D) Fl 1654

2. Which step is required when closing a Non-OneTeam PMR?

A) Fill out the final PMR update.
B) Change the Component ID.
C) Perform final entitlement procedures.
D) Submit a Knowledge Item.

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

4. 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, requeue, and close their PMRs
D) open and escalate their PMRs

5. The client whose OneTeam PMR has been worked on by the BackEnd (BE) engineer issatisfiedwith the resolution given and agrees to close the PMR.ENG=Y is set.
What should happen next?

A) The BE ensures the final SG code has been entered, updates the customer, and requeues the PMR to the product queue.
B) The BE engineer ensures the final Solution Given (SG) code has been entered, updates the PMR, and closes it.
C) The BE engineer ensures the final SG code has been entered, updates the PMR, and sets it for follow-up in 28 days.
D) The BE engineer ensures the final SG code has been entered, updates the PMR and requeues it to the FrontEnd for closure.

Solutions: