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IBM Tivoli Level 2 Support Tools and Processes Sample Questions:

1. The report CESARE creates can be filtered by a number of options. Which three options are valid for filtering?

A) Customer Name
B) Country
C) Severity
D) Second Line Manager
E) Employee
F) Component ID

2. What is a Component ID?

A) the IBM assigned number representing a particular customer
B) the IBM ID of a product that is sold to the customer
C) the RETAIN ID for a specific Level 3 team. i.e. change team
D) the IBM ID of all or part of a product serviced by support

3. 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 the status of the APAR is set to closed
B) that L3 has created an appropriate DCF if the resolution is stated as working as designed
C) that the resolution provides a fix at the product level the client reported the problem at
D) that a download DCF has been created by L3 if an interim fix or fix pack is involved
E) that sufficient resolution information has been provided
F) that an appropriate closing code has been given

4. Once the first contact attempt has failed on a Non-OneTeam PMR requesting voice response in which the contact attempt was made at 9:00 AM (client time). Whichactivity should be taken by the engineer to enable a retry?

A) specify a delay time for 1 client business day
B) set the call for follow-up for 3 client business days
C) set the call for follow-up for 1 client business day
D) specify a delay time for later that day

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

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

Solutions: