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IBM Tivoli Level 2 Support Tools and Processes Sample Questions:

1. What is a Component ID?

A) the IBM ID of all or part of a product serviced by support
B) the IBM assigned number representing a particular customer
C) the RETAIN ID for a specific Level 3 team. i.e. change team
D) the IBM ID of a product that is sold to the customer

2. 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:

3. An engineer working in the BackEnd (BE) receives a new One-Team PMR from the FrontEnd (FE).
What should the NextQ field contain?

A) nothing, the NextQ will be filled in by the BE
B) the FE engineer's monitored queue
C) the BE engineer's monitored queue
D) the NextQ field is only used for escalation

4. When a PMR has been misqueued to an incorrect inbound queue, who should be notified and how?

A) For a OneTeam PMR. send a secondary back to the FrontEnd (FE) and for a US PMR. call the person who opened the PMR.
B) For a OneTeam PMR, open a Software Centre Track record and for a US PMR, contact the person who opened the PMR.
C) For a OneTeam PMR. open a OneTeam Centre Track record and for a US PMR, open a Software Centre Track record.
D) For a OneTeam PMR, send a secondary back to the FE and for a US PMR. open a Software Centre Track record.

5. When a System Down PMR is received by BackEnd support, within what timeframe should every effort be made to contact the client?

A) 30 minutes
B) 2 hours
C) 1 business day
D) 1 hour

Solutions: