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IBM Tivoli Level 2 Support Tools and Processes Sample Questions:

1. An engineer working in the BackEnd (BE) receives a new One-Team PMR from the FrontEnd (FE).
What should the NextQ field contain?

A) the NextQ field is only used for escalation
B) the FE engineer's monitored queue
C) nothing, the NextQ will be filled in by the BE
D) the BE engineer's monitored queue

2. When transferring a PMR to another team and the Component ID (CompID) is incorrect for the new team's product, what should the sending engineer do to the CompID (Component field in CCWin / Comp field in RETAIN)?

A) Blank out the CompID so that the receiving engineer can set it.
B) Set it to a special routing CompID used for all transfers.
C) Change it to a best guess for the CompID of the product that the new team will work on.
D) Leave it set to its current value, so that the receiving engineer can change it.

3. When a PMR has been misqueued to an incorrect inbound queue, who should be notified and how?

A) For a OneTeam PMR, open a Software Centre Track record and for a US PMR, contact the person who opened the PMR.
B) For a OneTeam PMR. open a OneTeam Centre Track record and for a US PMR, open a Software Centre Track record.
C) For a OneTeam PMR, send a secondary back to the FE and for a US PMR. open a Software Centre Track record.
D) For a OneTeam PMR. send a secondary back to the FrontEnd (FE) and for a US PMR. call the person who opened the PMR.

4. What is VMWare?

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

5. 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 2
B) Severity 3
C) Severity 4
D) Severity 1

Solutions: