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IBM Tivoli Level 2 Support Tools and Processes Sample Questions:

1. A client contacts support with a request for a product enhancement. Which tool should an engineer use to create the enhancement request for the client?

A) EHRT
B) FITS
C) PERT
D) FMRT

2. A new BackEnd engineer wants to be informed about all news (downloads and documents, flashes, redbooks, recent APARs. Technotes) for a set of products.Where can this information be found?

A) IBM Intranet Page
B) IBM ISST Workbench
C) IBM My notifications webpage
D) IBM Your News Lotus Notes Database

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

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

4. In a OneTeam PMR, whose Retain ID should be in the Owner ID field?

A) the ID of the FrontEnd engineer
B) the ID of the centralized GTS center
C) the ID of the BackEnd engineer
D) the ID of the SME for the product

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

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

Solutions: