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IBM Tivoli Level 2 Support Tools and Processes Sample Questions:

1. The report CESARE creates can be filtered by a number of options. Which three options are valid for filtering?

A) Country
B) Customer Name
C) Employee
D) Severity
E) Second Line Manager
F) Component ID

2. An engineer identifies that an open APAR exists which matches the problem reported in a PMR and that the Component ID and release in the APAR match those defined in the PMR.
What should the engineer do next?

A) Fill in the APAR fietd in the PMR with the APAR Number.
B) Notify Level 3 that they have a PMR to be added to the Interested Party list of the APAR.
C) Associate the PMR to the APAR using the correct command in RETAIN/CCWin.
D) Subscribe the PMR to the APAR using the correct command in RETAIN/CCWin.

3. An APAR which an engineer has created for a PMR has been closed by Level 3 (L3). Which three steps should the engineer check before contacting the client?

A) that an appropriate closing code has been given
B) that a download DCF has been created by L3 if an interim fix or fix pack is involved
C) that sufficient resolution information has been provided
D) that the status of the APAR is set to closed
E) that the resolution provides a fix at the product level the client reported the problem at
F) that L3 has created an appropriate DCF if the resolution is stated as working as designed

4. What is the main purpose of EcuRep?

A) It is the repository for all customer PMR data.
B) It is the repository for product download.
C) It is the data repository for manuals.
D) It is the data repository for product Component IDs

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

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

Solutions: