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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 1654
B) Fl 1683
C) Fl 1586
D) Fl 1529
2. Which operating systems are supported by IBM Support Assistant Agent?
A) Windows, Linux, AIX, and Solaris
B) Windows. Linux, and AIX
C) Windows, Linux, AIX, and HPUnix
D) Windows, Linux, and Solaris
3. When would a Solution Given code of 1 be entered into a PMR?
A) when a final solution is provided to the client
B) when a circumvention or workaround is determined and communicated to the client
C) when a client chooses to terminate problem resolution activities
D) when a test solution as a fix is provided to the client
4. What does a BackEnd (BE) engineer need to document for follow-up commitments?
A) the method the BE engineer will use to communicate with the customer
B) when the next client/engineer contact should occur
C) when the BE engineer will work the PMR next
D) when the PMR will un-FUP
E) who will initiate the next client/engineer contact
5. What is the purpose of IBM Redbooks?
A) provide guidance on how to manage PMRs
B) provide guidance on how to search in CCWin
C) provide how-to guidelines on RETAIN activity
D) provide specific information about products
Solutions:
Question # 1 Answer: B | Question # 2 Answer: C | Question # 3 Answer: A | Question # 4 Answer: A,E | Question # 5 Answer: D |