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IBM Tivoli Level 2 Support Tools and Processes Sample Questions:

1. The client whose OneTeam PMR has been worked on by the BackEnd (BE) engineer issatisfiedwith the resolution given and agrees to close the PMR.ENG=Y is set.
What should happen next?

A) The BE engineer ensures the final SG code has been entered, updates the PMR, and sets it for follow-up in 28 days.
B) The BE ensures the final SG code has been entered, updates the customer, and requeues the PMR to the product queue.
C) The BE engineer ensures the final SG code has been entered, updates the PMR and requeues it to the FrontEnd for closure.
D) The BE engineer ensures the final Solution Given (SG) code has been entered, updates the PMR, and closes it.

2. An engineer identifies that an open APAR exists which matches the problem reported in a PMR and that the Component ID and release in the APAR match those defined in the PMR.
What should the engineer do next?

A) Fill in the APAR fietd in the PMR with the APAR Number.
B) Notify Level 3 that they have a PMR to be added to the Interested Party list of the APAR.
C) Associate the PMR to the APAR using the correct command in RETAIN/CCWin.
D) Subscribe the PMR to the APAR using the correct command in RETAIN/CCWin.

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

4. An engineer working in the BackEnd (BE) receives a new One-Team PMR from the FrontEnd (FE).
What should the NextQ field contain?

A) nothing, the NextQ will be filled in by the BE
B) the BE engineer's monitored queue
C) the NextQ field is only used for escalation
D) the FE engineer's monitored queue

5. How can a customer access the Assist on Site tool?

A) A support engineer will connect automatically to the customer's system using special software.
B) Once the customer connects to the service, a support engineer will supply them with the software package for remote assistance.
C) The customer accesses a secure website, supplied by the support engineer, where they are prompted to download a small, self-installing plug-in.
D) A support engineer will supply the customer with software to upload in their environment.

Solutions: