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IBM Tivoli Level 2 Support Tools and Processes Sample Questions:

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

2. An engineer needs to know if a Component ID belongs to their product set. Where can this information be found?

A) in the CompID search tool or on the taxonomy spreadsheet
B) in the CompID library on the IBM Support website
C) on the Product Support Lifecycle website
D) on Xtreme Leverage

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

4. 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) Subscribe the PMR to the APAR using the correct command in RETAIN/CCWin.
C) Fill in the APAR fietd in the PMR with the APAR Number.
D) Associate the PMR to the APAR using the correct command in RETAIN/CCWin.

5. Which action must always be performed before submitting a new DCF technote?

A) Install the DCF Item Creator application.
B) Check for duplicate items in CAST or the Technote database.
C) Forward the PMR to the BackEnd.
D) Ask the customer if they agree to open a technote.

Solutions: