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IBM Tivoli Level 2 Support Tools and Processes Sample Questions:

1. When working on a non-OneTeam PMR, which two fields must a BackEnd engineer complete when taking responsibility of a PMR?

A) Owner field
B) Keyword 3 field
C) Keyword 2 field a
D) Keyword 1 field
E) Resolver field

2. A PMR has been opened. The client prefers contact using e-mail.
Where does the FrontEnd engineer report thisinformation in the PMR?

A) in the Keyword 2 field KW2
B) in the OneTeam format alter
C) in the scratch pad
D) in the Keyword 1 field KW1

3. Which actions can customers perform using the Service Request tool?

A) open and close their PMRs
B) open, update, or search for their PMRs
C) open and escalate their PMRs
D) open, requeue, and close their PMRs

4. 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) resolving engineer on holiday
D) client to re-create the problem
E) waiting for documentation to arrive
F) tracking APAR/PTF

5. An engineer is working with a US client and the client indicates they have another issue so another PMR is created. Which format insert isrequiredto perform entitlement on the new PMR?

A) Fl 1529
B) Fl 1654
C) Fl 1586
D) Fl 1683

Solutions: