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IBM Tivoli Level 2 Support Tools and Processes Sample Questions:

1. 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

2. In a OneTeam PMR, whose Retain ID should be in the Owner ID field?

A) the ID of the FrontEnd engineer
B) the ID of the BackEnd engineer
C) the ID of the centralized GTS center
D) the ID of the SME for the product

3. What is the main purpose of EcuRep?

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

4. A OneTeam PMR is requeued by the FrontEnd (FE) to the BackEnd (BE) and dispatched by a BE engineer. The Next Queue field is populated with a FE queue.
What does the BE engineer do?

A) changes the Next Queue field value to the BE Entry queue
B) changes the Next Queue field value to the FE Work queue
C) changes the Next Queue field value to the BE Work queue
D) leaves the Next Queue field value as it is

5. What is the purpose of IBM Redbooks?

A) provide specific information about products
B) provide how-to guidelines on RETAIN activity
C) provide guidance on how to manage PMRs
D) provide guidance on how to search in CCWin

Solutions: