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IBM Tivoli Level 2 Support Tools and Processes Sample Questions:

1. When transferring a PMR to another team and the Component ID (CompID) is incorrect for the new team's product, what should the sending engineer do to the CompID (Component field in CCWin / Comp field in RETAIN)?

A) Change it to a best guess for the CompID of the product that the new team will work on.
B) Leave it set to its current value, so that the receiving engineer can change it.
C) Blank out the CompID so that the receiving engineer can set it.
D) Set it to a special routing CompID used for all transfers.

2. Which three PMRs would it be appropriate to follow-up for a later date?

A) too many PMRs for engineer to handle
B) Severity 1 Friday at the end of business
C) waiting for documentation to arrive
D) resolving engineer on holiday
E) client to re-create the problem
F) tracking APAR/PTF

3. What is needed to logon to CAST?

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

4. When would a Solution Given code of 1 be entered into a PMR?

A) when a test solution as a fix is provided to the client
B) when a final solution is provided to the client
C) when a circumvention or workaround is determined and communicated to the client
D) when a client chooses to terminate problem resolution activities

5. A new problem is identified by the client while their OneTeam PMR is being worked. Which action should the BackEnd engineer working the original PMR take about the new problem?

A) Create a new PMR for the client and assign it to himself.
B) Change the details of the original PMR to match the new problem, and begin investigating it.
C) Explain the situation to a FrontEnd (FE) engineer and ask them to create a separate PMR for the new problem.
D) Create a secondary call with a description of the new problem and requeue it to the FE Entry queue requesting a new PMR to be created.

Solutions: