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IBM Tivoli Level 2 Support Tools and Processes Sample Questions:

1. Once an engineer has taken ownership of a Non-OneTeam PMR, which field must be updated?

A) Next Queue
B) APAR Number
C) Keyword 2
D) Keyword 1

2. Which action must always be performed before submitting a new DCF technote?

A) Forward the PMR to the BackEnd.
B) Install the DCF Item Creator application.
C) Check for duplicate items in CAST or the Technote database.
D) Ask the customer if they agree to open a technote.

3. What is needed to logon to CAST?

A) IBM intranet User ID and password
B) Lotus Notes User ID and password
C) IBM Software Support User ID and password
D) RETAIN User ID and password

4. A PMR has been opened. The client prefers contact using e-mail.
Where does the FrontEnd engineer report thisinformation in the PMR?

A) in the Keyword 2 field KW2
B) in the OneTeam format alter
C) in the scratch pad
D) in the Keyword 1 field KW1

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

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

Solutions: