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

2. Which operating systems are supported by IBM Support Assistant Agent?

A) Windows, Linux, AIX, and Solaris
B) Windows, Linux, AIX, and HPUnix
C) Windows. Linux, and AIX
D) Windows, Linux, and Solaris

3. What is VMWare?

A) A Company which is a competitor to IBM and is building mainframes.
B) A Product set, which has been acquired by IBM and is supported by IBM Support.
C) Virtualizationsoftware that allows an engineer to create multiple virtual machines on the same hardware.
D) A new education platform in Learning@IBM.

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

5. 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) Change the details of the original PMR to match the new problem, and begin investigating it.
B) 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.
C) Explain the situation to a FrontEnd (FE) engineer and ask them to create a separate PMR for the new problem.
D) Create a new PMR for the client and assign it to himself.

Solutions: