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IBM Tivoli Level 2 Support Tools and Processes Sample Questions:

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

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

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

3. What are the three required keywords to be entered into a PMR during a Final PMR update by a BackEnd engineer?

A) Problem:
B) Action Plan:
C) Overview:
D) Resolution:
E) Customer Rep:
F) Action Taken:

4. When transferring a PMR to another team and the Component ID (CompID) is incorrect for the new team's product, what should the sending engineer do to the CompID (Component field in CCWin / Comp field in RETAIN)?

A) Leave it set to its current value, so that the receiving engineer can change it.
B) Blank out the CompID so that the receiving engineer can set it.
C) Set it to a special routing CompID used for all transfers.
D) Change it to a best guess for the CompID of the product that the new team will work on.

5. 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) PERT
B) FMRT
C) EHRT
D) FITS

Solutions: