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IBM Tivoli Level 2 Support Tools and Processes Sample Questions:

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

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

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

3. 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) Manage the client's support relationship with the middleware IBM departments.
C) Provide guidance on the future directions of IBM Software.
D) Advise the client on critical fixes and workarounds that apply to their environment.

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

5. Which three PMRs would it be appropriate to follow-up for a later date?

A) resolving engineer on holiday
B) tracking APAR/PTF
C) Severity 1 Friday at the end of business
D) waiting for documentation to arrive
E) client to re-create the problem
F) too many PMRs for engineer to handle

Solutions: