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IBM Tivoli Level 2 Support Tools and Processes Sample Questions:

1. What is the main purpose of EcuRep?

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

2. When a System Down PMR is received by BackEnd support, within what timeframe should every effort be made to contact the client?

A) 2 hours
B) 1 business day
C) 30 minutes
D) 1 hour

3. What does a BackEnd (BE) engineer need to document for follow-up commitments?

A) when the next client/engineer contact should occur
B) when the PMR will un-FUP
C) when the BE engineer will work the PMR next
D) who will initiate the next client/engineer contact
E) the method the BE engineer will use to communicate with the customer

4. An engineer is working on a PMR and is unsure which Solution Given code to use.
Where can the correct information be found?

A) in the IBM Support Handbook
B) in the RETAIN HELP screen
C) in the Problem Handling section of the Process Website
D) in the monthly scorecard

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

Solutions: