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IBM Tivoli Level 2 Support Tools and Processes Sample Questions:

1. What method is used by an engineer to create a secondary call for a PMR?

A) Use the GC command in RETAIN or use the PMR^Call Generate (Call Create) option in CCWin.
B) Use the CG command in RETAIN or use the PMR^Create Call (Call Generate) option in CCWin.
C) Use the CT command in RETAIN or use the Contact button in CCWin.
D) Use the CV command in RETAIN or use the PMR->Call Convert option in CCWin.

2. Once the first contact attempt has failed on a Non-OneTeam PMR requesting voice response in which the contact attempt was made at 9:00 AM (client time). Whichactivity should be taken by the engineer to enable a retry?

A) set the call for follow-up for 1 client business day
B) specify a delay time for later that day
C) specify a delay time for 1 client business day
D) set the call for follow-up for 3 client business days

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

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

4. 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 Contact Reference File (CRF) for the team - in the Technical Assistance Procedures
B) the Tivoli OneTeam Process Document (TOPD)- located on the Tivoli Process website
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

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

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

Solutions: