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IBM Tivoli Level 2 Support Tools and Processes Sample Questions:

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

2. When seeking technical assistance from a team belonging to another brand, where should
the engineer look for details on how to contact the team?

A) the teams external website pages - located on www.ibm.com/support
B) the Contact Reference File (CRF) for the team - in the Technical Assistance Procedures
C) the Tivoli OneTeam Process Document (TOPD)- located on the Tivoli Process website
D) the Technical assistance Reference File (TARF) for the team - in the Contact section

3. What is the purpose of IBM Redbooks?

A) provide specific information about products
B) provide how-to guidelines on RETAIN activity
C) provide guidance on how to manage PMRs
D) provide guidance on how to search in CCWin

4. 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) FITS
B) PERT
C) EHRT
D) FMRT

5. What are the three required keywords to be entered into a PMR during a Final PMR update by a BackEnd engineer?

A) Resolution:
B) Customer Rep:
C) Overview:
D) Problem:
E) Action Taken:
F) Action Plan:

Solutions: