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IBM Tivoli Level 2 Support Tools and Processes Sample Questions:

1. What is a Component ID?

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

2. A OneTeam PMR is requeued by the FrontEnd (FE) to the BackEnd (BE) and dispatched by a BE engineer. The Next Queue field is populated with a FE queue.
What does the BE engineer do?

A) changes the Next Queue field value to the FE Work queue
B) changes the Next Queue field value to the BE Entry queue
C) changes the Next Queue field value to the BE Work queue
D) leaves the Next Queue field value as it is

3. In searching about the problem in a PMR, a BackEnd engineer finds that there is already a closed APAR for the problem which exactly matches the problem described in their PMR. Before associating the APAR with their PMR, which three steps should be taken?

A) Notify L3 that an additional PMR needs to be added to the Interested Party list of the closed APAR.
B) Confirm it is for the same Component ID.
C) Re-open the APAR so it can be associated to.
D) Check the APAR closure code.
E) Check the associated CMVC record for the resolution detailed by Level 3 (L3).
F) Check the fix provided is not already included in the release level quoted in the PMR.

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

5. Once an engineer has taken ownership of a Non-OneTeam PMR, which field must be updated?

A) Keyword 1
B) APAR Number
C) Keyword 2
D) Next Queue

Solutions: