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IBM Tivoli Level 2 Support Tools and Processes Sample Questions:

1. When a PMR has been misqueued to an incorrect inbound queue, who should be notified and how?

A) For a OneTeam PMR. send a secondary back to the FrontEnd (FE) and for a US PMR. call the person who opened the PMR.
B) For a OneTeam PMR, send a secondary back to the FE and for a US PMR. open a Software Centre Track record.
C) For a OneTeam PMR. open a OneTeam Centre Track record and for a US PMR, open a Software Centre Track record.
D) For a OneTeam PMR, open a Software Centre Track record and for a US PMR, contact the person who opened the PMR.

2. Which actions can customers perform using the Service Request tool?

A) open, requeue, and close their PMRs
B) open, update, or search for their PMRs
C) open and close their PMRs
D) open and escalate their PMRs

3. 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 My notifications webpage
C) IBM ISST Workbench
D) IBM Your News Lotus Notes Database

4. What are two pieces of information regarding software product versions located on the Product Support Lifecycle webpage?

A) fix pack release date
B) general availability date
C) announcement date
D) product out of support date if known
E) link to the product support page

5. Which step is required when closing a Non-OneTeam PMR?

A) Change the Component ID.
B) Perform final entitlement procedures.
C) Submit a Knowledge Item.
D) Fill out the final PMR update.

Solutions: