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IBM Tivoli Level 2 Support Tools and Processes Sample Questions:

1. Which action must always be performed before submitting a new DCF technote?

A) Install the DCF Item Creator application.
B) Check for duplicate items in CAST or the Technote database.
C) Ask the customer if they agree to open a technote.
D) Forward the PMR to the BackEnd.

2. Once a Non-OneTeam PMR created using Service Request has been received, which method should be used to contact the customer?

A) Contact the client using the provided preferred method of contact.
B) Contact the client simply by updating the PMR and setting it for follow-up.
C) Contact the client using the provided e-mail address in the PMR.
D) Contact the client using the provided telephone number in the PMR.

3. A new BackEnd engineer wants to be informed about all news (downloads and documents, flashes, redbooks, recent APARs. Technotes) for a set of products.Where can this information be found?

A) IBM Your News Lotus Notes Database
B) IBM ISST Workbench
C) IBM My notifications webpage
D) IBM Intranet Page

4. What is the main purpose of EcuRep?

A) It is the data repository for product Component IDs
B) It is the repository for all customer PMR data.
C) It is the repository for product download.
D) It is the data repository for manuals.

5. Response Time Met shows what percentage of calls were responded to within criteria. How is response time measured for a call?

A) Call Entry to first Solution Given code
B) Call Entry to last Contact Made (CT) coded in the call
C) Call Entry to first Contact Made {CT) coded in the call received
D) Call Entry to Call Requeue

Solutions: