s@lm@nIBMExam C2010-940IBM Tivoli Level 1 Support Tools and ProcessesVersion: 6.0[ Total Questions: 40 ]Acustomer needs to know when a product will be out of support.Where can this information be found?A. the taxonomy spreadsheetB. the IBM Software Support Lifecycle websiteC. the Lotus Notes FrontEnd Support teamroomD. the Tivoli Support Platform matrix webpageAnswer: DAn engineer has found a very good match for a customer's problem, the customer hasadvised that the workaround provided has alleviated the problem. An APAR has beenraised 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 fixB. send customer a closure request and details of APARC. close the call advising of APAR details in next releaseD. send customer APAR details and details of next releaseAnswer: AReference:http://www-01.ibm.com/software/sysmgmt/products/support/Tivoli_Software_Maintenance_and_Release_Strategy.htmlWhen working on aOneTeam PMR, how does a FrontEnd engineer show that they haveprimary responsibility for the PMR from the beginning to the end?A. Taking Ownership and marking this in the Owner field of the PMR.Question No : 1Question No : 2Question No : 3IBM C2010-940 : Practice TestA Composite Solution With Just One Click - Certification Guaranteed 2B. Taking Ownership and marking this in the Keyword 1 field of the PMR.C. Write their name in the PMR text and explain that they are responsible for this PMR.D. Enter their name in the Resolver field of the PMR and demonstrate responsibility forresolution.Answer: DWhat is the OneTeam transfer criteria for PMRs based upon?A. sales requirements and metricsB. service objectives and GTS targetsC. customer feedback and PMR volumesD. international research and management estimationAnswer: BReference:http://www-03.ibm.com/certify/tests/objC2010-940.shtmlWhere can IBM Flashes be found for any software product?A. inCCWINB. in RETAINC. on the product support pageD. on the Extreme Leverage webpageAnswer: BA customer has requested a full upgrade plan for their entire IBM application portfolio. Theyare advised that this is beyond the scope of a PMR. How should the FrontEnd engineerproceed?Question No : 4Question No : 5Question No : 6IBM C2010-940 : Practice TestA Composite Solution With Just One Click - Certification Guaranteed 3A. open an Enhancement Request for each product in the portfolioB. contact the Country On-Site services team advising of the opportunityC. close the PMR adding NCDNS in the header to indicate non-problem PMRD. raise a new PMR for each application and environment and requeue appropriatelyAnswer: AWhat is the IBM Support Assistant tool?A. an IBM tool for customer entitlement processB. an IBM internal tool to open an Enhancement RequestC. an IBM site where customer is able to download software productsD. an IBM tool that helps customers resolve issues with IBM software productsAnswer: DWhat is the main purpose of ECuRep?A. It is the data repository for manuals.B. It is the repository for product download.C. It is the repository for all customer PMR data.D. It is the data repository for product Component IDs.Answer: CWhat action must always be performed before submitting a new DCF technote?A. Forward the PMR to the BackEnd.B. Install the DCF Item Creator application.C. Ask the customer if they agree to open a technote.D. Check for duplicate items in CAST or the Technote Database.Question No : 7Question No : 8Question No : 9IBM C2010-940 : Practice TestA Composite Solution With Just One Click - Certification Guaranteed 4Answer: DReference:http://www-03.ibm.com/certify/tests/objC2010-940.shtmlA new FrontEnd engineer would like a tool that will provide the latest information by productthat can be personalized to their needs. Where can this be found?A. IBM Intranet PageB. IBM ISSTWorkbenchC. IBM My Support webpageD. IBM Your News Lotus Notes DatabaseAnswer: CReference:http://www-03.ibm.com/certify/tests/objC2010-940.shtml(Seeresolving PMR firstpoint ).What should be done to ensure good communication inside the Front End teams and forFront End to Back End communications?A. Make sure, all people have your mobile phone number, to contact you any time.B. Make sure that Bluepages is always up to date with current contact information.C. As soon as you are in the office, make sure that you tell everyone you are availablenow.D. Before transferring a PMR to theBack Endalways check with your development contact,whether it is ok.Answer: BQuestion No : 10Question No : 11Question No : 12IBM C2010-940 : Practice TestA Composite Solution With Just One Click - Certification Guaranteed 5What is the purpose of the Owner ID field in aOneTeam PMR?A. clearly identifies the BackEnd (BE) PMR ownerB. identify APAR numberC. clearly identifies the FrontEnd PMR ownerD. allow BE to find customer contract numberAnswer: BWhich action must be done by a FrontEnd (FE) engineer in order to requeue a PMR to theBackEnd (BE) queue using CCWIN?A. Increase the AGS set level up to 6.B. Contact BE by phone or using Sametime chat.C. E-mail BE notifying them of the upcoming customer PMR.D. Fill in the "NEXT QUEUE" field with the FE feedback queue.Answer: DWhich AQS level must be set in order to involve the BackEnd?A. 1B. 2C. 5D. 6Answer: BWhich actions can customers perform using the Electronic Service Request tool?A. open and close their PMRsQuestion No : 13Question No : 14Question No : 15IBM C2010-940 : Practice TestA Composite Solution With Just One Click - Certification Guaranteed 6B. open and escalate their PMRsC. open, requeue and close their PMRsD. open, update or search for their PMRsAnswer: AWhen 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: AReference:http://www-03.ibm.com/certify/tests/objC2010-024.shtmlWhen an engineer codes a CT or clicks the Contact button on a PMR, which metric does itdirectly impact?A. Response TimeB. Self SufficiencyC. Total Turn around timeD. Last Service Given daysAnswer: AWhich User ID is required to access CCWIN?A. RETAIN User IDQuestion No : 16Question No : 17Question No : 18IBM C2010-940 : Practice TestA Composite Solution With Just One Click - Certification Guaranteed 7B. Windows Log-in IDC. Lotus Notes User IDD. IBM Intranet User IDAnswer: AReference: http://www-03.ibm.com/certify/tests/objC2010-024.shtmlIf the OneTeam format alter is 1654 for your geography. What would be the command toreport FA 1654 on a PMR managed by RETAIN?A. type p;1654B. type fa 1654C. type format alter and insert 1654D. type fa and fill in the format alter number with 1654Answer: BWhat is one source of information that a FrontEnd engineer should use to resolve a PMR?A. PD Tools home pageB. product support pageC. IMT Intranet home pageD. Extreme Leverage webpageAnswer: BWhich RETAIN commands allow an engineer to modify an EPSAR record?A. ARandPSARQuestion No : 19Question No : 20Question No : 21IBM C2010-940 : Practice TestA Composite Solution With Just One Click - Certification Guaranteed 8B. EPS and sarC. TIME and DATED. CR and CT and ccAnswer: DReference: http://www-03.ibm.com/certify/tests/objC2010-940.shtmlWhere can content of a published Technote be found?A. in CASTB. in CCWINC. in RETAIND. in the Lotus Notes FrontEnd Support teamroomAnswer: DWhich version of VMWare can be installed on your local Windows machine?A. VMWare ClientB. VMWare DatabaseC. VMWare ThinkpadD. VMWare ServerAnswer: AWhat is the meaning of Premium Support - Onsite Technical Support Services?A. Helping to design a customer solution.B. Manage customer when he is complaining.Question No : 22Question No : 23Question No : 24IBM C2010-940 : Practice TestA Composite Solution With Just One Click - Certification Guaranteed 9C. Performs product installation at the customers' site.D. Provides on-site knowledge transfer and hands on training.Answer: DWhat is the total time aOneTeam Severity 1 PMR should be worked before passing to theBackEnd?A. 1 hourB. 4 hoursC. 3 business daysD. 5 business daysAnswer: BReference:http://www-03.ibm.com/certify/tests/objC2010-940.shtmlA customer with a Passport Advantage contract has opened a Severityl PMR.What is the responsiveness target for this PMR?A. within one hourB. within two hoursC. within five hoursD. the best endeavorsAnswer: BWhat is purpose of the Assist on Site (AOS) tool?Question No : 25Question No : 26Question No : 27IBM C2010-940 : Practice TestA Composite Solution With Just One Click - Certification Guaranteed 10A. It is a remote tool by which a BackEnd engineer can contact their customer.B. It is a remote tool by which IBM Learning Services can perform remote education for acustomer.C. It is a remote tool by which a technical support engineer can contact another peer forproblem analysis.D. It is a live remote-assistance tool by which a technical support engineer can assist acustomer in problem resolution.Answer: DReference:http://www-304.ibm.com/support/assistonsite/( See the first para ).When a FrontEnd engineer receives a PMR, which steps must always be taken?A. The engineer must take Ownership and then contact the customer.B. The engineer must Code CT in the PMR and send the PMR to the work queue.C. The engineer must write English=Y in the OneTeam format alter and transfer the PMRto BackEnd.D. The engineer must transfer the PMR to the BackEnd and make sure their e-mailaddress is in the PMR.Answer: AReference:http://www-03.ibm.com/certify/tests/objC2010-940.shtmlPrior to transferring aOneTeam PMR to the BackEnd, a problem summary should beadded to the PMR. The OneTeam process uses the term EDANT to describe themandatory information that should be included in the problem summary.What does the N in EDANT stand for?A. Nice to haveB. Next ActionQuestion No : 28Question No : 29IBM C2010-940 : Practice TestA Composite Solution With Just One Click - Certification Guaranteed 11C. Named AdviceD. New customer contactAnswer: BReference:https://www.ibm.com/developerworks/community/blogs/sanblog/entry/the_edant_pattern15?lang=en(See Next action)A FrontEnd engineer has been waiting to receive documentation from a customerregarding their open PMR. Which service given code is used once the documentation hasbeen received?A. 39B. 99C. R9D. W9Answer: DHow 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: BWhat is the taxonomy spreadsheet?A. a list of all Fastpath Component IDs for the Tivoli DomainQuestion No : 30Question No : 31Question No : 32IBM C2010-940 : Practice TestA Composite Solution With Just One Click - Certification Guaranteed 12B. alist of all OneTeam Component IDs for the Tivoli DomainC. a list of all supported Component IDs for the Tivoli DomainD. a list of all supported Component IDs for all Domain/PlatformAnswer: CWhich guidelines must be followed when a FrontEnd engineer transfers a PMR to theBackEnd?A. FastPath guidelinesB. OneTeam guidelinesC. guidelines on Product Support pageD. guidelines onw3.ibm.com/oneteamAnswer: BReference:http://www-03.ibm.com/certify/tests/objC2010-024.shtmlWhat is a difference in the handling of FastPath PMRs in comparison to other OneTeamPMRs?A. Customer will receive less Service for FastPath PMRs.B. FastPath PMRs will be quickly transferred to BackEnd.C. FastPath PMRs will not be worked on by the FrontEnd.D. Customer will not be contacted in national language for FastPath PMRs.Answer: BA customer with a Passport Advantage contract has opened a Severity2 PMR.What is the responsiveness target for this PMR?Question No : 33Question No : 34Question No : 35IBM C2010-940 : Practice TestA Composite Solution With Just One Click - Certification Guaranteed 13A. the best endeavorsB. within 5 business hoursC. within 2 business hoursD. within 4 business hoursAnswer: CReference:https://www-304.ibm.com/support/customercare/sas/f/handbook/getsupport.htmlAccording to the Software Support Handbook how is a Severity 1 PMR defined?A. non-critical queryB. critical impact or system downC. severe impact and system runningD. non-critical or impacting support teamAnswer: BA FrontEnd engineer has provided the customer with an APAR fix for their problem. WhatService Given Code should be assigned before closing this call?A. 19B. 59C. 69D. 89Answer: AWhat are three services that Passport Advantage offers to IBM entitled customers?Question No : 36Question No : 37Question No : 38IBM C2010-940 : Practice TestA Composite Solution With Just One Click - Certification Guaranteed 14A. licensingB. downloadsC. software upgradesD. order new hardwareE. on-site 24x7 supportF. immediate response to technical callsAnswer: A,C,EReference:http://www-01.ibm.com/software/howtobuy/passportadvantage/?lnk=fpl-padvusenWhat is the purpose of the Service Given Days measurement?A. It is the number of days from Call Entry (CE) to the first final service given code onPMRs.B. It is the number of days from CE to the last final service given code on PMRs.C. It is the number of days from CE to the non-definitive last service given code on PMRs.D. It is the amount of time from CE to the service given code put at the first contact withcustomer.Answer: BReference:http://www-03.ibm.com/certify/tests/objC2010-024.shtmlPatches and fixes require instructions to ensure that the correct installation procedures arefollowed.Where are these instructions available?A. the product set information databaseB. contact the engineer who created the patchC. PATCH file within the patch or fix downloadD. the README file contained in the patch/fix downloadQuestion No : 39Question No : 40IBM C2010-940 : Practice TestA Composite Solution With Just One Click - Certification Guaranteed 15Answer: DIBM C2010-940 : Practice TestA Composite Solution With Just One Click - Certification Guaranteed 16