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

2. When creating an APAR,the primary symptom needs to be described by the Symptom/Keyword codes. What are the two valid options for the Symp/keyword tom pairing code?

A) INCORROUT, IN
B) DOCUMENT, DC
C) CRASH. CR
D) LOOPING, LP
E) ABEND, AB

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

4. What is needed to logon to CAST?

A) RETAIN User ID and password
B) IBM Software Support User ID and password
C) IBM intranet User ID and password
D) Lotus Notes User ID and password

5. Once a Non-OneTeam PMR created using Service Request has been received, which method should be used to contact the customer?

A) Contact the client using the provided telephone number in the PMR.
B) Contact the client using the provided preferred method of contact.
C) Contact the client using the provided e-mail address in the PMR.
D) Contact the client simply by updating the PMR and setting it for follow-up.

Solutions: