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IBM Tivoli Level 2 Support Tools and Processes Sample Questions:

1. The BackEnd engineer has resolved a client problem, but the client is now asking a noncritical question regarding the same product set.The client hasstatedthatit wouldbe a "nice
to know" question rather than a pressing issue.
A new PMR will be created to answer the client's question. What is the appropriate severity level for this PMR?

A) Severity 1
B) Severity 3
C) Severity 2
D) Severity 4

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

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

3. 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 Company which is a competitor to IBM and is building mainframes.
D) A Product set, which has been acquired by IBM and is supported by IBM Support.

4. Once the first contact attempt has failed on a Non-OneTeam PMR requesting voice response in which the contact attempt was made at 9:00 AM (client time). Whichactivity should be taken by the engineer to enable a retry?

A) set the call for follow-up for 3 client business days
B) set the call for follow-up for 1 client business day
C) specify a delay time for later that day
D) specify a delay time for 1 client business day

5. 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

Solutions: