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IBM Tivoli Level 2 Support Tools and Processes Sample Questions:

1. A PMR has been opened. The client prefers contact using e-mail.
Where does the FrontEnd engineer report thisinformation in the PMR?

A) in the OneTeam format alter
B) in the Keyword 1 field KW1
C) in the Keyword 2 field KW2
D) in the scratch pad

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

3. An APAR which an engineer has created for a PMR has been closed by Level 3 (L3). Which three steps should the engineer check before contacting the client?

A) that sufficient resolution information has been provided
B) that the resolution provides a fix at the product level the client reported the problem at
C) that L3 has created an appropriate DCF if the resolution is stated as working as designed
D) that an appropriate closing code has been given
E) that the status of the APAR is set to closed
F) that a download DCF has been created by L3 if an interim fix or fix pack is involved

4. When working on a non-OneTeam PMR, which two fields must a BackEnd engineer complete when taking responsibility of a PMR?

A) Resolver field
B) Keyword 2 field a
C) Keyword 1 field
D) Owner field
E) Keyword 3 field

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

Solutions: