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IBM Tivoli Level 2 Support Tools and Processes Sample Questions:
1. Which three PMRs would it be appropriate to follow-up for a later date?
A) tracking APAR/PTF
B) Severity 1 Friday at the end of business
C) client to re-create the problem
D) too many PMRs for engineer to handle
E) resolving engineer on holiday
F) waiting for documentation to arrive
2. Which step is required when closing a Non-OneTeam PMR?
A) Submit a Knowledge Item.
B) Perform final entitlement procedures.
C) Fill out the final PMR update.
D) Change the Component ID.
3. A new problem is identified by the client while their OneTeam PMR is being worked. Which action should the BackEnd engineer working the original PMR take about the new problem?
A) Create a secondary call with a description of the new problem and requeue it to the FE Entry queue requesting a new PMR to be created.
B) Change the details of the original PMR to match the new problem, and begin investigating it.
C) Explain the situation to a FrontEnd (FE) engineer and ask them to create a separate PMR for the new problem.
D) Create a new PMR for the client and assign it to himself.
4. What is needed to logon to CAST?
A) IBM Software Support User ID and password
B) RETAIN User ID and password
C) Lotus Notes User ID and password
D) IBM intranet User ID and password
5. What is the main purpose of EcuRep?
A) It is the data repository for product Component IDs
B) It is the repository for product download.
C) It is the data repository for manuals.
D) It is the repository for all customer PMR data.
Solutions:
| Question # 1 Answer: A,C,F | Question # 2 Answer: C | Question # 3 Answer: A | Question # 4 Answer: D | Question # 5 Answer: D |
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