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IBM Tivoli Level 2 Support Tools and Processes Sample Questions:

1. A new problem is identified by the client while their OneTeam PMR is being worked. Which action should the BackEnd engineer working the original PMR take about the new problem?

A) Create a new PMR for the client and assign it to himself.
B) Change the details of the original PMR to match the new problem, and begin investigating it.
C) Create a secondary call with a description of the new problem and requeue it to the FE Entry queue requesting a new PMR to be created.
D) Explain the situation to a FrontEnd (FE) engineer and ask them to create a separate PMR for the new problem.

2. A PMR has been raised in order to know if a particular operating system is supported on a specific product. Where can this information be found?

A) in the Lotus Notes BackEnd Support teamroom
B) on the Component ID search tool
C) on the Tivoli Platform Support Matrix webpage
D) in the taxonomy spreadsheet

3. What are two pieces of information regarding software product versions located on the Product Support Lifecycle webpage?

A) link to the product support page
B) product out of support date if known
C) announcement date
D) general availability date
E) fix pack release date

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

5. 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

Solutions: