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IBM Tivoli Level 2 Support Tools and Processes Sample Questions:

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

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

2. What is a Component ID?

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

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

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

4. Which operating systems are supported by IBM Support Assistant Agent?

A) Windows, Linux, AIX, and HPUnix
B) Windows, Linux, and Solaris
C) Windows, Linux, AIX, and Solaris
D) Windows. Linux, and AIX

5. In searching about the problem in a PMR, a BackEnd engineer finds that there is already a closed APAR for the problem which exactly matches the problem described in their PMR. Before associating the APAR with their PMR, which three steps should be taken?

A) Check the associated CMVC record for the resolution detailed by Level 3 (L3).
B) Confirm it is for the same Component ID.
C) Check the fix provided is not already included in the release level quoted in the PMR.
D) Re-open the APAR so it can be associated to.
E) Notify L3 that an additional PMR needs to be added to the Interested Party list of the closed APAR.
F) Check the APAR closure code.

Solutions: