Exam Name: IBM Tivoli Level 2 Support Tools and Processes
Certification Provider: IBM
Corresponding Certification: IBM Certified Support Specialist
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Updated: Sep 28, 2026
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IBM C2010-024 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: IBM Tivoli Support Overview | - Tivoli product suite fundamentals
|
| Topic 2: Tools and Diagnostics | - System diagnostics
|
| Topic 3: Operational Processes | - Support workflow procedures
|
IBM Tivoli Level 2 Support Tools and Processes Sample Questions:
A PMR has been opened. The client prefers contact using e-mail.
Where does the FrontEnd engineer report thisinformation in the PMR?
- A. in the Keyword 1 field KW1
- B. in the OneTeam format alter
- C. in the scratch pad
- D. in the Keyword 2 field KW2
Correct Answer: A 🗳️
What is needed to logon to CAST?
- A. IBM Software Support User ID and password
- B. IBM intranet User ID and password
- C. Lotus Notes User ID and password
- D. RETAIN User ID and password
Correct Answer: B 🗳️
What is the purpose of IBM Redbooks?
- A. provide how-to guidelines on RETAIN activity
- B. provide guidance on how to search in CCWin
- C. provide guidance on how to manage PMRs
- D. provide specific information about products
Correct Answer: D 🗳️
Which action must always be performed before submitting a new DCF technote?
- A. Install the DCF Item Creator application.
- B. Forward the PMR to the BackEnd.
- C. Check for duplicate items in CAST or the Technote database.
- D. Ask the customer if they agree to open a technote.
Correct Answer: C 🗳️
An APAR which an engineer has created for a PMR has been closed by Level 3 (L3). Which three steps should the engineer check before contacting the client?
- A. that a download DCF has been created by L3 if an interim fix or fix pack is involved
- B. that L3 has created an appropriate DCF if the resolution is stated as working as designed
- C. that the status of the APAR is set to closed
- D. that sufficient resolution information has been provided
- E. that an appropriate closing code has been given
- F. that the resolution provides a fix at the product level the client reported the problem at
Correct Answer: B,D,F 🗳️
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