IBM Tivoli Level 2 Support Tools and Processes : C2010-024 valid dumps

C2010-024 real exams

Exam Code: C2010-024

Exam Name: IBM Tivoli Level 2 Support Tools and Processes

Updated: Jan 16, 2025

Q & A: 50 Questions and Answers

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IBM Tivoli Level 2 Support Tools and Processes Sample Questions:

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


2. How can a Contact Reference File (CRF) be changed when incorrect or missing information is found?

A) Contact the CRF owner and have them change the CRF.
B) Everyone can change a CRF using CCWin.
C) Contact the Duty Manager to change the CRF.
D) Everyone can change a CRF using RETAIN.


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


4. What does a BackEnd (BE) engineer need to document for follow-up commitments?

A) when the BE engineer will work the PMR next
B) when the PMR will un-FUP
C) when the next client/engineer contact should occur
D) who will initiate the next client/engineer contact
E) the method the BE engineer will use to communicate with the customer


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


Solutions:

Question # 1
Answer: B
Question # 2
Answer: D
Question # 3
Answer: C
Question # 4
Answer: D,E
Question # 5
Answer: D

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