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IBM Tivoli Level 2 Support Tools and Processes Sample Questions:

1. Which three PMRs would it be appropriate to follow-up for a later date?

A) waiting for documentation to arrive
B) too many PMRs for engineer to handle
C) client to re-create the problem
D) Severity 1 Friday at the end of business
E) tracking APAR/PTF
F) resolving engineer on holiday

2. An engineer needs to know if a Component ID belongs to their product set. Where can this information be found?

A) in the CompID search tool or on the taxonomy spreadsheet
B) in the CompID library on the IBM Support website
C) on the Product Support Lifecycle website
D) on Xtreme Leverage

3. What is needed to logon to IBM Extreme Leverage?

A) RETAIN User ID and password
B) IBM Intranet User ID and password
C) IBM Software Support User ID and password
D) Lotus Notes User ID and password

4. What is a Component ID?

A) the IBM ID of a product that is sold to the customer
B) the IBM ID of all or part of a product serviced by support
C) the IBM assigned number representing a particular customer
D) the RETAIN ID for a specific Level 3 team. i.e. change team

5. The client whose OneTeam PMR has been worked on by the BackEnd (BE) engineer issatisfiedwith the resolution given and agrees to close the PMR.ENG=Y is set.
What should happen next?

A) The BE engineer ensures the final SG code has been entered, updates the PMR and requeues it to the FrontEnd for closure.
B) The BE ensures the final SG code has been entered, updates the customer, and requeues the PMR to the product queue.
C) The BE engineer ensures the final SG code has been entered, updates the PMR, and sets it for follow-up in 28 days.
D) The BE engineer ensures the final Solution Given (SG) code has been entered, updates the PMR, and closes it.

Solutions: