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IBM Tivoli Level 2 Support Tools and Processes Sample Questions:
1. Which step is required when closing a Non-OneTeam PMR?
A) Perform final entitlement procedures.
B) Change the Component ID.
C) Fill out the final PMR update.
D) Submit a Knowledge Item.
2. What is the main purpose of EcuRep?
A) It is the data repository for manuals.
B) It is the repository for all customer PMR data.
C) It is the data repository for product Component IDs
D) It is the repository for product download.
3. When working on a non-OneTeam PMR, which two fields must a BackEnd engineer complete when taking responsibility of a PMR?
A) Keyword 2 field a
B) Keyword 3 field
C) Keyword 1 field
D) Owner field
E) Resolver field
4. Which three PMRs would it be appropriate to follow-up for a later date?
A) Severity 1 Friday at the end of business
B) waiting for documentation to arrive
C) client to re-create the problem
D) tracking APAR/PTF
E) resolving engineer on holiday
F) too many PMRs for engineer to handle
5. 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) set the call for follow-up for 3 client business days
B) specify a delay time for later that day
C) specify a delay time for 1 client business day
D) set the call for follow-up for 1 client business day
Solutions:
Question # 1 Answer: C | Question # 2 Answer: B | Question # 3 Answer: D,E | Question # 4 Answer: B,C,D | Question # 5 Answer: D |