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IBM Tivoli Level 2 Support Tools and Processes Sample Questions:

1. An engineer needs to know if a Component ID belongs to their product set. Where can this information be found?

A) on Xtreme Leverage
B) in the CompID library on the IBM Support website
C) on the Product Support Lifecycle website
D) in the CompID search tool or on the taxonomy spreadsheet

2. What is the main purpose of EcuRep?

A) It is the data repository for product Component IDs
B) It is the data repository for manuals.
C) It is the repository for all customer PMR data.
D) It is the repository for product download.

3. 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

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

5. 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 RETAIN HELP screen
D) in the monthly scorecard

Solutions: