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IBM Tivoli Level 2 Support Tools and Processes Sample Questions:

1. 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 1586
B) Fl 1654
C) Fl 1529
D) Fl 1683

2. Which actions can customers perform using the Service Request tool?

A) open and close their PMRs
B) open, requeue, and close their PMRs
C) open and escalate their PMRs
D) open, update, or search for their PMRs

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

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

5. An APAR which an engineer has created for a PMR has been closed by Level 3 (L3). Which three steps should the engineer check before contacting the client?

A) that a download DCF has been created by L3 if an interim fix or fix pack is involved
B) that sufficient resolution information has been provided
C) that the status of the APAR is set to closed
D) that L3 has created an appropriate DCF if the resolution is stated as working as designed
E) that the resolution provides a fix at the product level the client reported the problem at
F) that an appropriate closing code has been given

Solutions: