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IBM Tivoli Level 2 Support Tools and Processes Sample Questions:

1. Which action must always be performed before submitting a new DCF technote?

A) Install the DCF Item Creator application.
B) Forward the PMR to the BackEnd.
C) Check for duplicate items in CAST or the Technote database.
D) Ask the customer if they agree to open a technote.

2. Response Time Met shows what percentage of calls were responded to within criteria. How is response time measured for a call?

A) Call Entry to first Solution Given code
B) Call Entry to first Contact Made {CT) coded in the call received
C) Call Entry to last Contact Made (CT) coded in the call
D) Call Entry to Call Requeue

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

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

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

5. The client has been contacted. How is this contact recorded in CCWin or RETAIN while dispatched to the PMR?

A) CCWin - click the Stop Assist option in the PMR "Actions" menu; RETAIN - issue the ST command.
B) CCWin - click the Dispatch button on the PMR Notebook; RETAIN - issue the CD command.
C) CCWin - click the Contact button on the PMR Notebook; RETAIN - issue the CT command.
D) CCWin - click the Stop Time button on the Problem Management Window; RETAIN issue the CM command

Solutions: