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IBM Tivoli Level 2 Support Tools and Processes Sample Questions:

1. When seeking technical assistance from a team belonging to another brand, where should
the engineer look for details on how to contact the team?

A) the Contact Reference File (CRF) for the team - in the Technical Assistance Procedures
B) the teams external website pages - located on www.ibm.com/support
C) the Tivoli OneTeam Process Document (TOPD)- located on the Tivoli Process website
D) the Technical assistance Reference File (TARF) for the team - in the Contact section

2. What is VMWare?

A) A Company which is a competitor to IBM and is building mainframes.
B) A new education platform in Learning@IBM.
C) Virtualizationsoftware that allows an engineer to create multiple virtual machines on the same hardware.
D) A Product set, which has been acquired by IBM and is supported by IBM Support.

3. An engineer is working with a US client and the client indicates they have another issue so another PMR is created. Which format insert isrequiredto perform entitlement on the new PMR?

A) Fl 1529
B) Fl 1586
C) Fl 1654
D) Fl 1683

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

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

5. 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 FE engineer's monitored queue
D) the NextQ field is only used for escalation

Solutions: