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IBM Tivoli Level 2 Support Tools and Processes Sample Questions:

1. An engineer is working on a PMR and is unsure which Solution Given code to use.
Where can the correct information be found?

A) in the IBM Support Handbook
B) in the Problem Handling section of the Process Website
C) in the monthly scorecard
D) in the RETAIN HELP screen

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

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

3. A client contacts support with a request for a product enhancement. Which tool should an engineer use to create the enhancement request for the client?

A) FMRT
B) EHRT
C) FITS
D) PERT

4. For what purpose will a client use the Passport Advantage website?

A) Download products that the client is not entitled to.
B) Download products that the client is entitled to download.
C) Download fixes for products that the client is not entitled to download.
D) Download fixes for products that the client is entitled to download.

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

Solutions: