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IBM Tivoli Level 2 Support Tools and Processes Sample Questions:

1. What is VMWare?

A) Virtualizationsoftware that allows an engineer to create multiple virtual machines on the same hardware.
B) A new education platform in Learning@IBM.
C) A Product set, which has been acquired by IBM and is supported by IBM Support.
D) A Company which is a competitor to IBM and is building mainframes.

2. 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) FITS
C) PERT
D) EHRT

3. 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

4. What is a Component ID?

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

5. Which action must always be performed before submitting a new DCF technote?

A) Forward the PMR to the BackEnd.
B) Ask the customer if they agree to open a technote.
C) Install the DCF Item Creator application.
D) Check for duplicate items in CAST or the Technote database.

Solutions: