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IBM Tivoli Level 2 Support Tools and Processes Sample Questions:

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

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

2. What is needed to logon to CAST?

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

3. The report CESARE creates can be filtered by a number of options. Which three options are valid for filtering?

A) Severity
B) Second Line Manager
C) Country
D) Employee
E) Customer Name
F) Component ID

4. In a OneTeam PMR, whose Retain ID should be in the Owner ID field?

A) the ID of the centralized GTS center
B) the ID of the FrontEnd engineer
C) the ID of the BackEnd engineer
D) the ID of the SME for the product

5. When transferring a PMR to another team and the Component ID (CompID) is incorrect for the new team's product, what should the sending engineer do to the CompID (Component field in CCWin / Comp field in RETAIN)?

A) Set it to a special routing CompID used for all transfers.
B) Blank out the CompID so that the receiving engineer can set it.
C) Leave it set to its current value, so that the receiving engineer can change it.
D) Change it to a best guess for the CompID of the product that the new team will work on.

Solutions: