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IBM Tivoli Level 2 Support Tools and Processes Sample Questions:

1. When creating an APAR,the primary symptom needs to be described by the Symptom/Keyword codes. What are the two valid options for the Symp/keyword tom pairing code?

A) DOCUMENT, DC
B) INCORROUT, IN
C) ABEND, AB
D) LOOPING, LP
E) CRASH. CR

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

3. Which step is required when closing a Non-OneTeam PMR?

A) Fill out the final PMR update.
B) Submit a Knowledge Item.
C) Perform final entitlement procedures.
D) Change the Component ID.

4. When seeking technical assistance from a team belonging to another brand, where should
the engineer look for details on how to contact the team?

A) the Contact Reference File (CRF) for the team - in the Technical Assistance Procedures
B) the Tivoli OneTeam Process Document (TOPD)- located on the Tivoli Process website
C) the teams external website pages - located on www.ibm.com/support
D) the Technical assistance Reference File (TARF) for the team - in the Contact section

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

Solutions: