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IBM Tivoli Level 2 Support Tools and Processes Sample Questions:

1. When working on a non-OneTeam PMR, which two fields must a BackEnd engineer complete when taking responsibility of a PMR?

A) Keyword 3 field
B) Resolver field
C) Owner field
D) Keyword 2 field a
E) Keyword 1 field

2. Which activity will be performed by the client's Premium Support Analyst?

A) Manage the client's support relationship with the middleware IBM departments.
B) Advise the client on critical fixes and workarounds that apply to their environment.
C) Provide a single point of contact within the IBM Support organization.
D) Provide guidance on the future directions of IBM Software.

3. What is the purpose of IBM Redbooks?

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

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

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

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