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IBM Tivoli Level 2 Support Tools and Processes Sample Questions:

1. What does a BackEnd (BE) engineer need to document for follow-up commitments?

A) when the BE engineer will work the PMR next
B) who will initiate the next client/engineer contact
C) the method the BE engineer will use to communicate with the customer
D) when the next client/engineer contact should occur
E) when the PMR will un-FUP

2. Once a Non-OneTeam PMR created using Service Request has been received, which method should be used to contact the customer?

A) Contact the client using the provided telephone number in the PMR.
B) Contact the client using the provided preferred method of contact.
C) Contact the client using the provided e-mail address in the PMR.
D) Contact the client simply by updating the PMR and setting it for follow-up.

3. 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 the resolution provides a fix at the product level the client reported the problem at
C) that an appropriate closing code has been given
D) that L3 has created an appropriate DCF if the resolution is stated as working as designed
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

4. A new BackEnd engineer wants to be informed about all news (downloads and documents, flashes, redbooks, recent APARs. Technotes) for a set of products.Where can this information be found?

A) IBM Intranet Page
B) IBM ISST Workbench
C) IBM My notifications webpage
D) IBM Your News Lotus Notes Database

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

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

Solutions: