IBM C2010-024

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IBM Tivoli Level 2 Support Tools and Processes Sample Questions:

1. What are two pieces of information regarding software product versions located on the Product Support Lifecycle webpage?

A) announcement date
B) product out of support date if known
C) fix pack release date
D) general availability date
E) link to the product support page

2. When a System Down PMR is received by BackEnd support, within what timeframe should every effort be made to contact the client?

A) 1 business day
B) 30 minutes
C) 2 hours
D) 1 hour

3. An engineer needs to know if a Component ID belongs to their product set. Where can this information be found?

A) on the Product Support Lifecycle website
B) in the CompID library on the IBM Support website
C) in the CompID search tool or on the taxonomy spreadsheet
D) on Xtreme Leverage

4. Response Time Met shows what percentage of calls were responded to within criteria. How is response time measured for a call?

A) Call Entry to last Contact Made (CT) coded in the call
B) Call Entry to first Contact Made {CT) coded in the call received
C) Call Entry to Call Requeue
D) Call Entry to first Solution Given code

5. A PMR has been opened. The client prefers contact using e-mail.
Where does the FrontEnd engineer report thisinformation in the PMR?

A) in the Keyword 2 field KW2
B) in the scratch pad
C) in the OneTeam format alter
D) in the Keyword 1 field KW1

Solutions: