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IBM Tivoli Level 2 Support Tools and Processes Sample Questions:

1. What method is used by an engineer to create a secondary call for a PMR?

A) Use the CT command in RETAIN or use the Contact button in CCWin.
B) Use the CG command in RETAIN or use the PMR^Create Call (Call Generate) option in CCWin.
C) Use the GC command in RETAIN or use the PMR^Call Generate (Call Create) option in CCWin.
D) Use the CV command in RETAIN or use the PMR->Call Convert option in CCWin.

2. What does a PSAR Service code 72 indicate in a PMR?

A) that the problem reported appears to be a product code or documentation defect
B) that the PMR appears to have originated from the FrontEnd team
C) that the problem reported appears to be a non-defect issue
D) that the problem reported appears to be a user-generated error

3. For what purpose will a client use the Passport Advantage website?

A) Download fixes for products that the client is entitled to download.
B) Download products that the client is entitled to download.
C) Download fixes for products that the client is not entitled to download.
D) Download products that the client is not entitled to.

4. When would a Solution Given code of 1 be entered into a PMR?

A) when a circumvention or workaround is determined and communicated to the client
B) when a client chooses to terminate problem resolution activities
C) when a test solution as a fix is provided to the client
D) when a final solution is provided to the client

5. A new BackEnd engineer wants to be informed about all news (downloads and documents, flashes, redbooks, recent APARs. Technotes) for a set of products.Where can this information be found?

A) IBM Intranet Page
B) IBM ISST Workbench
C) IBM Your News Lotus Notes Database
D) IBM My notifications webpage

Solutions: