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IBM Tivoli Level 2 Support Tools and Processes Sample Questions:

1. What is needed to logon to IBM Extreme Leverage?

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

2. Which operating systems are supported by IBM Support Assistant Agent?

A) Windows, Linux, and Solaris
B) Windows, Linux, AIX, and Solaris
C) Windows, Linux, AIX, and HPUnix
D) Windows. Linux, and AIX

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

4. 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

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

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

Solutions: