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IBM Tivoli Level 2 Support Tools and Processes Sample Questions:

1. Once an engineer has taken ownership of a Non-OneTeam PMR, which field must be updated?

A) Keyword 1
B) Next Queue
C) APAR Number
D) Keyword 2

2. 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

3. A new BackEnd engineer wants to be informed about all news (downloads and documents, flashes, redbooks, recent APARs. Technotes) for a set of products.Where can this information be found?

A) IBM My notifications webpage
B) IBM Intranet Page
C) IBM ISST Workbench
D) IBM Your News Lotus Notes Database

4. How can a customer access the Assist on Site tool?

A) A support engineer will supply the customer with software to upload in their environment.
B) The customer accesses a secure website, supplied by the support engineer, where they are prompted to download a small, self-installing plug-in.
C) A support engineer will connect automatically to the customer's system using special software.
D) Once the customer connects to the service, a support engineer will supply them with the software package for remote assistance.

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

Solutions: