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IBM Tivoli Level 2 Support Tools and Processes Sample Questions:

1. The BackEnd engineer has resolved a client problem, but the client is now asking a noncritical question regarding the same product set.The client hasstatedthatit wouldbe a "nice
to know" question rather than a pressing issue.
A new PMR will be created to answer the client's question. What is the appropriate severity level for this PMR?

A) Severity 1
B) Severity 2
C) Severity 3
D) Severity 4

2. What is VMWare?

A) A Product set, which has been acquired by IBM and is supported by IBM Support.
B) A Company which is a competitor to IBM and is building mainframes.
C) A new education platform in Learning@IBM.
D) Virtualizationsoftware that allows an engineer to create multiple virtual machines on the same hardware.

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

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

4. An engineer is working on a PMR and is unsure which Solution Given code to use.
Where can the correct information be found?

A) in the monthly scorecard
B) in the RETAIN HELP screen
C) in the Problem Handling section of the Process Website
D) in the IBM Support Handbook

5. When seeking technical assistance from a team belonging to another brand, where should
the engineer look for details on how to contact the team?

A) the Tivoli OneTeam Process Document (TOPD)- located on the Tivoli Process website
B) the Contact Reference File (CRF) for the team - in the Technical Assistance Procedures
C) the teams external website pages - located on www.ibm.com/support
D) the Technical assistance Reference File (TARF) for the team - in the Contact section

Solutions: