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IBM C2010-024 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Problem Analysis & Documentation | 25% | - Symptom/Keyword coding - APAR creation and management - Log and diagnostic file review - Searching Technotes, Redbooks, and APARs |
| Topic 2: PMR Management & Workflow | 30% | - Severity level assignment - Transferring and escalating PMRs - Creating and updating PMRs - Component ID (CompID) usage |
| Topic 3: IBM Support Tools | 25% | - CESARE reporting tool - RETAIN and CCWin - ISST Workbench - Xtreme Leverage |
| Topic 4: Support Processes & Guidelines | 20% | - Product taxonomy and component mapping - Level 2 support responsibilities - Customer communication standards - IBM support lifecycle policies |
IBM Tivoli Level 2 Support Tools and Processes Sample Questions:
Which actions can customers perform using the Service Request tool?
- A. open, requeue, and close their PMRs
- B. open and escalate their PMRs
- C. open, update, or search for their PMRs
- D. open and close their PMRs
Correct Answer: C 🗳️
When a PMR has been misqueued to an incorrect inbound queue, who should be notified and how?
- A. For a OneTeam PMR, send a secondary back to the FE and for a US PMR. open a Software Centre Track record.
- B. For a OneTeam PMR, open a Software Centre Track record and for a US PMR, contact the person who opened the PMR.
- C. For a OneTeam PMR. send a secondary back to the FrontEnd (FE) and for a US PMR. call the person who opened the PMR.
- D. For a OneTeam PMR. open a OneTeam Centre Track record and for a US PMR, open a Software Centre Track record.
Correct Answer: B 🗳️
When a System Down PMR is received by BackEnd support, within what timeframe should every effort be made to contact the client?
- A. 30 minutes
- B. 2 hours
- C. 1 hour
- D. 1 business day
Correct Answer: A 🗳️
An engineer is working on a PMR and is unsure which Solution Given code to use.
Where can the correct information be found?
- A. in the RETAIN HELP screen
- B. in the Problem Handling section of the Process Website
- C. in the monthly scorecard
- D. in the IBM Support Handbook
Correct Answer: A 🗳️
Which activity will be performed by the client's Premium Support Analyst?
- A. Provide guidance on the future directions of IBM Software.
- B. Provide a single point of contact within the IBM Support organization.
- C. Advise the client on critical fixes and workarounds that apply to their environment.
- D. Manage the client's support relationship with the middleware IBM departments.
Correct Answer: A 🗳️
Maud -
Hello, I took my C2010-024 exam yesterday and just passed it with 94%.