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IBM Tivoli Level 2 Support Tools and Processes Sample Questions:

1. What are the three required keywords to be entered into a PMR during a Final PMR update by a BackEnd engineer?

A) Customer Rep:
B) Resolution:
C) Problem:
D) Overview:
E) Action Taken:
F) Action Plan:

2. A new problem is identified by the client while their OneTeam PMR is being worked. Which action should the BackEnd engineer working the original PMR take about the new problem?

A) Create a new PMR for the client and assign it to himself.
B) Explain the situation to a FrontEnd (FE) engineer and ask them to create a separate PMR for the new problem.
C) Change the details of the original PMR to match the new problem, and begin investigating it.
D) Create a secondary call with a description of the new problem and requeue it to the FE Entry queue requesting a new PMR to be created.

3. Once an engineer has taken ownership of a Non-OneTeam PMR, which field must be updated?

A) APAR Number
B) Next Queue
C) Keyword 1
D) Keyword 2

4. Once the first contact attempt has failed on a Non-OneTeam PMR requesting voice response in which the contact attempt was made at 9:00 AM (client time). Whichactivity should be taken by the engineer to enable a retry?

A) specify a delay time for 1 client business day
B) set the call for follow-up for 1 client business day
C) specify a delay time for later that day
D) set the call for follow-up for 3 client business days

5. What are two pieces of information regarding software product versions located on the Product Support Lifecycle webpage?

A) product out of support date if known
B) general availability date
C) fix pack release date
D) link to the product support page
E) announcement date

Solutions: