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IBM Tivoli Level 2 Support Tools and Processes Sample Questions:

1. Which activity will be performed by the client's Premium Support Analyst?

A) Provide a single point of contact within the IBM Support organization.
B) Provide guidance on the future directions of IBM Software.
C) Advise the client on critical fixes and workarounds that apply to their environment.
D) Manage the client's support relationship with the middleware IBM departments.

2. 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) Everyone can change a CRF using RETAIN.
C) Everyone can change a CRF using CCWin.
D) Contact the Duty Manager to change the CRF.

3. An engineer is working with a US client and the client indicates they have another issue so another PMR is created. Which format insert isrequiredto perform entitlement on the new PMR?

A) Fl 1654
B) Fl 1683
C) Fl 1529
D) Fl 1586

4. A PMR has been raised in order to know if a particular operating system is supported on a specific product. Where can this information be found?

A) on the Tivoli Platform Support Matrix webpage
B) in the Lotus Notes BackEnd Support teamroom
C) in the taxonomy spreadsheet
D) on the Component ID search tool

5. What is a Component ID?

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

Solutions: