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An engineer working in the Back End (BE) receives a new One-Team PMR from the Front End (FE). What should the Next Q field contain?
the FE engineer's monitored queue
the BE engineer's monitored queue
the NextQ field is only used for escalation
nothing, the NextQ will be filled in by the BE
A PMR has been opened. The client prefers contact using e-mail. Where does the Front End engineer report this information in the PMR?
in the scratch pad
in the Keyword 1 field KW1
in the Keyword 2 field KW2
in the OneTeam format alter
The client has been contacted. How is this contact recorded in CCWin or RETAIN while dispatched to the PMR?
CCWin - click the Contact button on the PMR Notebook; RETAIN - issue the CT command.
CCWin - click the Dispatch button on the PMR Notebook; RETAIN - issue the CD command.
CCWin - click the Stop Assist option in the PMR "Actions" menu; RETAIN - issue the ST command.
CCWin - click the Stop Time button on the Problem Management Window; RETAIN - issue the CM command
What does a Back End (BE) engineer need to document for follow-up commitments?
when the PMR will un-FUP
when the BE engineer will work the PMR next
who will initiate the next client/engineer contact
when the next client/engineer contact should occur
the method the BE engineer will use to communicate with the customer
Answer: C, E
Once a Non-OneTeam PMR created using Service Request has been received, which method should be used to contact the customer?
Contact the client using the provided e-mail address in the PMR.
Contact the client using the provided preferred method of contact.
Contact the client using the provided telephone number in the PMR.
Contact the client simply by updating the PMR and setting it for follow-up.
In a OneTeam PMR, whose Retain ID should be in the Owner ID field?
the ID of the Back End engineer
the ID of the Front End engineer
the ID of the SME for the product
the ID of the centralized GTS center
IBM C2010-024 Exam (IBM Tivoli Level 2 Support Tools and Processes ) Detailed Information
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Test C2010-024: IBM Tivoli Level 2 Support Tools and Processes
study C2010-024 Guide for the certification test.
Below are the high level objectives for this exam. We recommend reviewing the study C2010-024 Guide for more detailed information on the test objectives to provide a better idea of the content which will be covered on the exam.
Section 1: Initial with Customer
Given the need to explain the IBM Software Support Handbook, define SLA (response objectives), escalation process, off-shift support, definitions of severity based also on business impact, problem management criteria, defect and usage problem definition, and Client Self-Assist tools, so that the IBM Support Handbook has been defined.
Given that a PMR has been raised, the BackEnd engineer will review the PMR, research the issue, and either contact the customer with a possible resolution, so that the PMR has been resolved, or request documentation to further problem determinationproblem source identification.
Given an open PMR, indicate ownershipresolvership of the PMR, so that the PMR documents the owner and resolver.
Given a format insert, explain the purpose of format inserts, so that the format insert has been explained.
Given an open PMR, demonstrate effective communication with customer, so that a PMR has been managed with strong communication with customer.
Given the need to engage services, the BE engineer should contact hisher manager, so that IBM Support and the Services come in contact and collaborate to resolve the customer request.
Section 2: Entitlement
Given the need to explain the purpose of Passport Advantage (P), ensuring that Customers requesting support are entitled to that support, P provides licensing and identityvalidity management to customers to ensure that Support is given only to entitled customers and Business Partners, Customers are now able to use the P website to serve their support, licensing, and software upgrade needs, and this entitlement can be checked using Remote Technical Assistance Information Network or Call Center to ensure entitlement, so that P has been explained.
Given the need to explain the purpose of the Premium Services offering, the following may be provided above and beyond standard support: Premium Support Manager, Premium Support Analyst, On-site Support Services, after hours support, and Priority Call Handling. This information is provided to a BE support person via a Call Center banner; this ensures a guaranteed Response time. Premium Support is designed for Complex or High Availability Environments and Middleware Customers, so that the Premium Services offering has been defined.
Section 3: Support Tools
Given the need to explain the purposeuses of My notifications, the My notifications tool will provide support notifications to subscribers with new or updated System support information, such as downloads, technotes, and recent ized Program Analysis Reports (ARs) for a specific products, so that the purposesuses of My notifications are defined.
Given a new BackEnd (BE) engineer, subscribe to: RSS feeds, flashes, Redbooks, and learning services, and utilize various technical tools, so that a BE engineer has the tools and information needed to respond to Problem Management Reports.
Given the requirement to explain the purpose or use of the product support page, provide specific technical information associated with a single product or group of products, so that the product support page purposeuse has been described.
Given the need to read C2010-024 the read C2010-024me file associated to an interim fixfix pack, use the IBM support site or CAST to locate the patch fix pack, so that the read C2010-024me has been located and reviewed.
Given the need to use CAST to find solution, login to CAST, select the appropriate database(s) to search and enter in the criteria for your search, so that you have used CAST to find a solution.
Given that you have permission to create DCF items, create a technote and submit it, so that DCF is now created and read C2010-024y for review.
Given the need to explain useful support tools, describe the Component ID (CompID) search tool, Tivoli Platform Support Matrix, End of Support Matrix, and Tivoli CompID matrix used in Tivoli Product Support, so that these tools have been explained.
Given the need to download software for internal IBM use, utilize the IBM Extreme Leverage website, so that the required software has been downloaded.
Given the need to raise an Enhancement Request Marketing Field Requirement (MFR) for a new function or feature in an existing software product at the request of a customer, use the FITS MKTGOffice Requirements Lotus Notes database to enter the required information in the MFR form and submit it to raise an Enhancement Request.
Given the need for customer data for PMR problem resolution, utilize IBM Enhanced Customer Data Repository (EcuRep) for secure customer data storage and retrieval for use by BE engineers.
Given the need for direct interaction with the customer computing environment and customer approval, create a secure connection with the customer computing environment to fully understand the current problem and assist for problem resolution if appropriate, so that the AOS tool is used.
Given that a BE engineer has to describe the purpose of the Reference File (CRF) file and explains that it contains detailed procedures that are needed for transfer of a PMR, technical assistance, and escalation of a given software product, so that the explanation of the CRF file is done correctly.
Given the need to explain the value of VMware, VMware is increasing used by customers and IBM for virtualizing multiple Intel based machines on a single physical machine, for both production and test environments, so that a basic value of VMware is understood.
Given the need to open a PMR online, a customer or business partner can submit and manage a PMR using the Electronic Service Request, so that the PMR is opened without calling IBM Software Support.
Given that a PMR has been raised, the BE engineer will review the PMR using the RETAIN or CCWin tool, so that the PMR has been managed using RETAIN or CCWin tool.
Given the need to define the purpose of Centralized Engine Supporting Answers and Reporting of Engineers (CESARE) tool, define how to use it, so that the purpose of the tool is understood.
Section 4: General PMR Handling
Given that a problem is being experienced with the normal node used to access Remote Technical Assistance Information Network (RETAIN), demonstrate knowledge required to switch to use a different RETAIN node.
Given that a "System Down" PMR needs to be worked, identify the PMR as "System Down" and handle following the "System is Down" and "System is Back Up" procedures.
Given that a PMR needs to be transferred to another engineer, team, segment or group, demonstrate knowledge of the reference information available, the processes required and the PMR updates needed to transfer and receive a PMR.
Given that a PMR is being worked and technical assistance is required, demonstrate knowledge of the possible sources of assistance and contact methods.
Given that a PMR arrives on an entry queue which should have been sent to a different entry queue, take appropriate actions to identify the correct queue, move the PMR to that queue and make appropriate notifications concerning the misqueue.
Given the need to create and explain secondary calls, describe the purpose of secondary calls and how they are handled, so that secondary calls are dealt with in an appropriate manner.
Given that a PMR needs to be Followed-up (FUPed) to remove it temporarily from a queue, explain the required steps and processes to perform a FUP of PFUP, so that a PMR is FUPed from a queue or a PFUP is set.
Given that a PMR needs to be updated by a BackEnd (BE) support representative, describe the required keywords for initial, subsequent and final updates, so that a PMR is updated with the required keywords.
Given that every call disposition for a PMR update by a BE support representative requires a Service Given (SG) code, display knowledge of the SG codes available and when each should be used, so that PMRs are updated with the correct SG code.
Section 5: Non-OneTeam PMR Handling
Given that a new Non-OneTeam Problem Management Report (PMR) has been received, contact the client using their preferred method, and begin work on the client's issue, so that the client is contacted and work on the problem begins.
Given that the Engineer is unable to make contact with the client for a Non-OneTeam PMR, determine the next contact time, set the delay on the PMR or set the PMR for Follow-up(FUP) (depending on the situation), so that the next contact attempt has been determined.
Given that the client has notified the engineer of a new problem they are having while the engineer is working their Non-OneTeam PMR, the engineer will create a new PMR, and submit that PMR for initial entitlement, so that a new PMR for the new issue is created.
Given that an Non-OneTeam PMR is being worked, document the appropriate Owner ID, Resolver ID, and Next Queue parameters, so that the PMR has been updated properly.
Given that an Non-OneTeam PMR is being worked, verify that the Component ID (CompID) is correct, and if needed update the CompID, and process a re-entitlement request, so that that the PMR is processed.
Given that an Non-OneTeam PMR is read C2010-024y to be closed, follow the appropriate procedures to close the PMR, process the PMR close transaction, so that the PMR is closed properly.
Section 6: OneTeam PMR Handling
Given that a OneTeam Problem Management Report (PMR) has been requeued by the FrontEnd (FE) to the BackEnd (BE), the resolver dispatches to the PMR, reviews the contents of the PMR, summarizes the issue the PMR was opened for, searches for a solution, and updates the customer or requeues PMR to the FE as appropriate, so that the PMR has been assigned a BE resolver and the customer has been updated to the status.
Given that a new problem has been identified while working an OneTeam PMR, obtain the problem description, create a secondary PMR, and requeue the secondary to the FE queue, so that the FE can create a new PMR.
Given the need to correctly handle and resolve OneTeam PMRs, working guidelines based on the fact that the OneTeam process are used, so that PMRs are correctly handled by BE Software Support BE engineers.
Given that an OneTeam PMR is resolved andor read C2010-024y for closure, document customer concurrence to close the PMR, so that the PMR is read C2010-024y to be requeued to FE for closure.
Given that the BE engineer is working on an OneTeam PMR and is requeuing or completing a call, they must report the time spent working on the PMR accurately in PSAR, so that the BE engineer has accurately recorded all PSAR information.
Section 7: ARS
Given that a new ized Program Analysis Report (AR) needs to be created and associated with the Problem Management Report (PMR), reach agreement with Level 3 (L3), dispatch to PMR, check Component ID (CompID) and release are correct, create a new AR, setting correct values for the fields required, mark the AR as appropriate, AR subscribed, so that an AR has been created for associating correctly with the PMR.
Given that an existing open AR needs to be associated with the PMR, ensure the defect in the AR matches, check CompID and release are the same or sysroute the AR if needed, AR subscribed, so that the correct AR has been associated correctly with the PMR.
Given that an existing closed AR needs to be associated with the PMR, ensure the defect in the closed AR matches the PMR-reported problem, associate the closed AR, check the PMR header identifies the correct AR, Customer is updated with the resolution documented, so that the correct closed AR has been associated correctly with the PMR and the Customer has the correct resolution.
Given that a PMR is associated with an existing AR for which a resolution is not yet available, demonstrate how to manage the PMR, updating the Customer, checking AR status, so that the PMR is correctly managed until AR is closed.
Given that an AR associated with the PMR has been closed, review the resolution, update the Customer, use correct coding, and determine the appropriate next steps with Customer, so that the PMR and Customer are managed correctly after closure of the AR.
Section 8: Metrics
Given a BackEnd (BE) engineer needs to explain BE measurements, explain the impact of response time met, HPP in hours, Solution Given Days (SGD), and Problem Service Activity Report (PSAR) recording of BE work, so that BE measurements have been explained.
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