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IBM Tivoli Level 2 Support Tools and Processes Sample Questions:

1. After a month,Level 3 provides an engineer with a proven workaround for the problem reported in an APAR that they created for a PMR. Apart fromupdating theclient with the work around, what else should the engineer do?

A) Notify the other clients listed on the Interested Party for the APAR.
B) Create and publish a DCF with details of the workaround for the problem reported.
C) Edit the APAR and add the provided workaround to the Local Fix field of the APAR if not present.
D) Add the provided workaround to the Error description field of the APAR if not described.

2. A PMR has been opened. The client prefers contact using e-mail.
Where does the FrontEnd engineer report thisinformation in the PMR?

A) in the OneTeam format alter
B) in the Keyword 2 field KW2
C) in the Keyword 1 field KW1
D) in the scratch pad

3. A client contacts support with a request for a product enhancement. Which tool should an engineer use to create the enhancement request for the client?

A) FMRT
B) PERT
C) FITS
D) EHRT

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

5. 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

Solutions: