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IBM Tivoli Level 2 Support Tools and Processes Sample Questions:

1. An engineer is working with a US client and the client indicates they have another issue so another PMR is created. Which format insert isrequiredto perform entitlement on the new PMR?

A) Fl 1586
B) Fl 1683
C) Fl 1654
D) Fl 1529

2. What is needed to logon to IBM Extreme Leverage?

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

3. What does a BackEnd (BE) engineer need to document for follow-up commitments?

A) when the PMR will un-FUP
B) who will initiate the next client/engineer contact
C) when the next client/engineer contact should occur
D) the method the BE engineer will use to communicate with the customer
E) when the BE engineer will work the PMR next

4. Once an engineer has taken ownership of a Non-OneTeam PMR, which field must be updated?

A) APAR Number
B) Keyword 2
C) Next Queue
D) Keyword 1

5. A PMR has been raised in order to know if a particular operating system is supported on a specific product. Where can this information be found?

A) in the Lotus Notes BackEnd Support teamroom
B) in the taxonomy spreadsheet
C) on the Component ID search tool
D) on the Tivoli Platform Support Matrix webpage

Solutions: