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C2010-940
IBM
IBM Tivoli Level 1 Support Tools and Processes
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QUESTION: 1
How can a CRF be changed when incorrect/missing information is found?
A. Everyone can change a CRF using CCWIN.
B. Everyone can change a CRF using RETAIN.
C. Contact the Duty Manager to change the CRF.
D. Contact the CRF owner and have them change the CRF.
Answer: B
QUESTION: 2
What is one source of information that a Front End engineer should use to
resolve a PMR?
A. PD Tools home page
B. product support page
C. IMT Intranet home page
D. Extreme Leverage webpage
Answer: B
QUESTION: 3
Which User ID is required to access CCWIN?
A. RETAIN User ID
B. Windows Log-in ID
C. Lotus Notes User ID
D. IBM Intranet User ID
Answer: A
Reference:
http://www-03.ibm.com/certify/tests/objC2010-024.shtml
QUESTION: 4
When does a PMR need to be re-entitled?
A. When the product compid is changed.
B. When the customer cannot speak English.
C. When customer's telephone number is changed.
D. When you find an APAR for the customer's problem.
Answer: A
Reference:
http://www-03.ibm.com/certify/tests/objC2010-024.shtml
QUESTION: 5
What is the total time aOne Team Severity 1 PMR should be worked before
passing to the Back End?
A. 1 hour
B. 4 hours
C. 3 business days
D. 5 business days
Answer: B
Reference:
http://www-03.ibm.com/certify/tests/objC2010-940.shtml
QUESTION: 6
An engineer has found a very good match for a customer's problem, the customer
has advised that the workaround provided has alleviated the problem. An APAR
has been raised and closed and is included in the next release of the product.
What is your next course of action?
A. pass the call to next level of support to confirm fix
B. send customer a closure request and details of APAR
C. close the call advising of APAR details in next release
D. send customer APAR details and details of next release
Answer: A
Reference:
http://www01.ibm.com/software/sysmgmt/products/support/Tivoli_Software_Maintenance_
and_Release_Stra tegy.html
End of DEMO
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