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IBM Tivoli Level 2 Support Tools and Processes Sample Questions:

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

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

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 scratch pad
C) in the Keyword 2 field KW2
D) in the Keyword 1 field KW1

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

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

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

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

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

Solutions: