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IBM Tivoli Level 2 Support Tools and Processes Sample Questions:

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

2. Which actions can customers perform using the Service Request tool?

A) open, requeue, and close their PMRs
B) open and escalate their PMRs
C) open and close their PMRs
D) open, update, or search for their PMRs

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

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

4. What is VMWare?

A) A Product set, which has been acquired by IBM and is supported by IBM Support.
B) Virtualizationsoftware that allows an engineer to create multiple virtual machines on the same hardware.
C) A new education platform in Learning@IBM.
D) A Company which is a competitor to IBM and is building mainframes.

5. What method is used by an engineer to create a secondary call for a PMR?

A) Use the GC command in RETAIN or use the PMR^Call Generate (Call Create) option in CCWin.
B) Use the CT command in RETAIN or use the Contact button in CCWin.
C) Use the CV command in RETAIN or use the PMR->Call Convert option in CCWin.
D) Use the CG command in RETAIN or use the PMR^Create Call (Call Generate) option in CCWin.

Solutions: