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IBM Tivoli Level 2 Support Tools and Processes Sample Questions:

1. Which operating systems are supported by IBM Support Assistant Agent?

A) Windows. Linux, and AIX
B) Windows, Linux, AIX, and HPUnix
C) Windows, Linux, AIX, and Solaris
D) Windows, Linux, and Solaris

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

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

3. A PMR has been opened. The client prefers contact using e-mail.
Where does the FrontEnd engineer report thisinformation in the PMR?

A) in the OneTeam format alter
B) in the scratch pad
C) in the Keyword 2 field KW2
D) in the Keyword 1 field KW1

4. The client whose OneTeam PMR has been worked on by the BackEnd (BE) engineer issatisfiedwith the resolution given and agrees to close the PMR.ENG=Y is set.
What should happen next?

A) The BE engineer ensures the final SG code has been entered, updates the PMR, and sets it for follow-up in 28 days.
B) The BE ensures the final SG code has been entered, updates the customer, and requeues the PMR to the product queue.
C) The BE engineer ensures the final Solution Given (SG) code has been entered, updates the PMR, and closes it.
D) The BE engineer ensures the final SG code has been entered, updates the PMR and requeues it to the FrontEnd for closure.

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

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

Solutions: