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IBM Tivoli Level 2 Support Tools and Processes Sample Questions:

1. In searching about the problem in a PMR, a BackEnd engineer finds that there is already a closed APAR for the problem which exactly matches the problem described in their PMR. Before associating the APAR with their PMR, which three steps should be taken?

A) Confirm it is for the same Component ID.
B) Check the fix provided is not already included in the release level quoted in the PMR.
C) Check the associated CMVC record for the resolution detailed by Level 3 (L3).
D) Notify L3 that an additional PMR needs to be added to the Interested Party list of the closed APAR.
E) Check the APAR closure code.
F) Re-open the APAR so it can be associated to.

2. When seeking technical assistance from a team belonging to another brand, where should
the engineer look for details on how to contact the team?

A) the Tivoli OneTeam Process Document (TOPD)- located on the Tivoli Process website
B) the Technical assistance Reference File (TARF) for the team - in the Contact section
C) the teams external website pages - located on www.ibm.com/support
D) the Contact Reference File (CRF) for the team - in the Technical Assistance Procedures

3. Which step is required when closing a Non-OneTeam PMR?

A) Submit a Knowledge Item.
B) Fill out the final PMR update.
C) Change the Component ID.
D) Perform final entitlement procedures.

4. What method is used by an engineer to create a secondary call for a PMR?

A) Use the CG command in RETAIN or use the PMR^Create Call (Call Generate) option in CCWin.
B) Use the CT command in RETAIN or use the Contact button in CCWin.
C) Use the GC command in RETAIN or use the PMR^Call Generate (Call Create) option in CCWin.
D) Use the CV command in RETAIN or use the PMR->Call Convert option in CCWin.

5. The client has been contacted. How is this contact recorded in CCWin or RETAIN while dispatched to the PMR?

A) CCWin - click the Stop Assist option in the PMR "Actions" menu; RETAIN - issue the ST command.
B) CCWin - click the Contact button on the PMR Notebook; RETAIN - issue the CT command.
C) CCWin - click the Stop Time button on the Problem Management Window; RETAIN issue the CM command
D) CCWin - click the Dispatch button on the PMR Notebook; RETAIN - issue the CD command.

Solutions: