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IBM Tivoli Level 2 Support Tools and Processes Sample Questions:

1. A PMR has been raised in order to know if a particular operating system is supported on a specific product. Where can this information be found?

A) on the Tivoli Platform Support Matrix webpage
B) on the Component ID search tool
C) in the taxonomy spreadsheet
D) in the Lotus Notes BackEnd Support teamroom

2. 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 an appropriate closing code has been given
D) that the resolution provides a fix at the product level the client reported the problem at
E) that a download DCF has been created by L3 if an interim fix or fix pack is involved
F) that sufficient resolution information has been provided

3. What is the main purpose of EcuRep?

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

4. Which activity will be performed by the client's Premium Support Analyst?

A) Provide a single point of contact within the IBM Support organization.
B) Provide guidance on the future directions of IBM Software.
C) Advise the client on critical fixes and workarounds that apply to their environment.
D) Manage the client's support relationship with the middleware IBM departments.

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

Solutions: