IBM C2010-024

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IBM Tivoli Level 2 Support Tools and Processes Sample Questions:

1. An engineer identifies that an open APAR exists which matches the problem reported in a PMR and that the Component ID and release in the APAR match those defined in the PMR.
What should the engineer do next?

A) Associate the PMR to the APAR using the correct command in RETAIN/CCWin.
B) Fill in the APAR fietd in the PMR with the APAR Number.
C) Notify Level 3 that they have a PMR to be added to the Interested Party list of the APAR.
D) Subscribe the PMR to the APAR using the correct command in RETAIN/CCWin.

2. 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 test solution as a fix is provided to the client
C) when a circumvention or workaround is determined and communicated to the client
D) when a final solution is provided to the client

3. 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

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

A) CCWin - click the Contact button on the PMR Notebook; RETAIN - issue the CT command.
B) CCWin - click the Stop Assist option in the PMR "Actions" menu; RETAIN - issue the ST 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.

5. The report CESARE creates can be filtered by a number of options. Which three options are valid for filtering?

A) Customer Name
B) Second Line Manager
C) Severity
D) Employee
E) Component ID
F) Country

Solutions: