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IBM Tivoli Level 2 Support Tools and Processes Sample Questions:

1. What is a Component ID?

A) the IBM ID of all or part of a product serviced by support
B) the IBM assigned number representing a particular customer
C) the RETAIN ID for a specific Level 3 team. i.e. change team
D) the IBM ID of a product that is sold to the customer

2. A OneTeam PMR is requeued by the FrontEnd (FE) to the BackEnd (BE) and dispatched by a BE engineer. The Next Queue field is populated with a FE queue.
What does the BE engineer do?

A) changes the Next Queue field value to the BE Entry queue
B) leaves the Next Queue field value as it is
C) changes the Next Queue field value to the BE Work queue
D) changes the Next Queue field value to the FE Work queue

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

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

4. An engineer working in the BackEnd (BE) receives a new One-Team PMR from the FrontEnd (FE).
What should the NextQ field contain?

A) the BE engineer's monitored queue
B) nothing, the NextQ will be filled in by the BE
C) the NextQ field is only used for escalation
D) the FE engineer's monitored queue

5. What is the purpose of IBM Redbooks?

A) provide guidance on how to search in CCWin
B) provide how-to guidelines on RETAIN activity
C) provide guidance on how to manage PMRs
D) provide specific information about products

Solutions: