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IBM Tivoli Level 2 Support Tools and Processes Sample Questions:

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

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

2. The BackEnd engineer has resolved a client problem, but the client is now asking a noncritical question regarding the same product set.The client hasstatedthatit wouldbe a "nice
to know" question rather than a pressing issue.
A new PMR will be created to answer the client's question. What is the appropriate severity level for this PMR?

A) Severity 2
B) Severity 1
C) Severity 3
D) Severity 4

3. What is VMWare?

A) A Company which is a competitor to IBM and is building mainframes.
B) A Product set, which has been acquired by IBM and is supported by IBM Support.
C) Virtualizationsoftware that allows an engineer to create multiple virtual machines on the same hardware.
D) A new education platform in Learning@IBM.

4. 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) INCORROUT, IN
C) DOCUMENT, DC
D) CRASH. CR
E) LOOPING, LP

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

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

Solutions: