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IBM C2010-024 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| IBM Tivoli Support Overview | - Support Level 2 responsibilities
|
| Operational Processes | - IT service management processes
|
| Tools and Diagnostics | - Troubleshooting tools
|
IBM Tivoli Level 2 Support Tools and Processes Sample Questions:
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 FE 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 BE engineer's monitored queue
Correct Answer: B 🗳️
What is the main purpose of EcuRep?
- A. It is the data repository for manuals.
- B. It is the data repository for product Component IDs
- C. It is the repository for product download.
- D. It is the repository for all customer PMR data.
Correct Answer: D 🗳️
Explanation: Only visible for RealVCE members. You can sign-up / login (it's free).
Which operating systems are supported by IBM Support Assistant Agent?
- A. Windows, Linux, and Solaris
- B. Windows, Linux, AIX, and HPUnix
- C. Windows. Linux, and AIX
- D. Windows, Linux, AIX, and Solaris
Correct Answer: B 🗳️
Explanation: Only visible for RealVCE members. You can sign-up / login (it's free).
The client has been contacted. How is this contact recorded in CCWin or RETAIN while dispatched to the PMR?
- A. CCWin - click the Stop Assist option in the PMR "Actions" menu; RETAIN - issue the ST command.
- B. CCWin - click the Contact button on the PMR Notebook; RETAIN - issue the CT 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.
Correct Answer: B 🗳️
How can a customer access the Assist on Site tool?
- A. Once the customer connects to the service, a support engineer will supply them with the software package for remote assistance.
- B. A support engineer will connect automatically to the customer's system using special software.
- C. A support engineer will supply the customer with software to upload in their environment.
- D. The customer accesses a secure website, supplied by the support engineer, where they are prompted to download a small, self-installing plug-in.
Correct Answer: D 🗳️
Explanation: Only visible for RealVCE members. You can sign-up / login (it's free).
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