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IBM Tivoli Level 2 Support Tools and Processes Sample Questions:

1. Which action must always be performed before submitting a new DCF technote?

A) Check for duplicate items in CAST or the Technote database.
B) Install the DCF Item Creator application.
C) Ask the customer if they agree to open a technote.
D) Forward the PMR to the BackEnd.

2. What are two pieces of information regarding software product versions located on the Product Support Lifecycle webpage?

A) general availability date
B) fix pack release date
C) announcement date
D) product out of support date if known
E) link to the product support page

3. The client whose OneTeam PMR has been worked on by the BackEnd (BE) engineer issatisfiedwith the resolution given and agrees to close the PMR.ENG=Y is set.
What should happen next?

A) The BE engineer ensures the final SG code has been entered, updates the PMR, and sets it for follow-up in 28 days.
B) The BE engineer ensures the final SG code has been entered, updates the PMR and requeues it to the FrontEnd for closure.
C) The BE ensures the final SG code has been entered, updates the customer, and requeues the PMR to the product queue.
D) The BE engineer ensures the final Solution Given (SG) code has been entered, updates the PMR, and closes it.

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

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

5. How can a Contact Reference File (CRF) be changed when incorrect or missing information is found?

A) Contact the CRF owner and have them change the CRF.
B) Contact the Duty Manager to change the CRF.
C) Everyone can change a CRF using CCWin.
D) Everyone can change a CRF using RETAIN.

Solutions: