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IBM Tivoli Level 2 Support Tools and Processes Sample Questions:

1. Which three PMRs would it be appropriate to follow-up for a later date?

A) too many PMRs for engineer to handle
B) Severity 1 Friday at the end of business
C) waiting for documentation to arrive
D) tracking APAR/PTF
E) client to re-create the problem
F) resolving engineer on holiday

2. In searching about the problem in a PMR, a BackEnd engineer finds that there is already a closed APAR for the problem which exactly matches the problem described in their PMR. Before associating the APAR with their PMR, which three steps should be taken?

A) Check the APAR closure code.
B) Check the associated CMVC record for the resolution detailed by Level 3 (L3).
C) Re-open the APAR so it can be associated to.
D) Check the fix provided is not already included in the release level quoted in the PMR.
E) Notify L3 that an additional PMR needs to be added to the Interested Party list of the closed APAR.
F) Confirm it is for the same Component ID.

3. How can a Contact Reference File (CRF) be changed when incorrect or missing information is found?

A) Everyone can change a CRF using RETAIN.
B) Everyone can change a CRF using CCWin.
C) Contact the CRF owner and have them change the CRF.
D) Contact the Duty Manager to change the CRF.

4. Once an engineer has taken ownership of a Non-OneTeam PMR, which field must be updated?

A) APAR Number
B) Next Queue
C) Keyword 1
D) Keyword 2

5. A PMR has been raised in order to know if a particular operating system is supported on a specific product. Where can this information be found?

A) in the taxonomy spreadsheet
B) on the Tivoli Platform Support Matrix webpage
C) on the Component ID search tool
D) in the Lotus Notes BackEnd Support teamroom

Solutions: