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IBM Tivoli Level 2 Support Tools and Processes Sample Questions:

1. The BackEnd engineer has resolved a client problem, but the client is now asking a noncritical question regarding the same product set.The client hasstatedthatit wouldbe a "nice
to know" question rather than a pressing issue.
A new PMR will be created to answer the client's question. What is the appropriate severity level for this PMR?

A) Severity 4
B) Severity 3
C) Severity 2
D) Severity 1

2. The client whose OneTeam PMR has been worked on by the BackEnd (BE) engineer issatisfiedwith the resolution given and agrees to close the PMR.ENG=Y is set.
What should happen next?

A) The BE engineer ensures the final Solution Given (SG) code has been entered, updates the PMR, and closes it.
B) The BE engineer ensures the final SG code has been entered, updates the PMR, and sets it for follow-up in 28 days.
C) The BE engineer ensures the final SG code has been entered, updates the PMR and requeues it to the FrontEnd for closure.
D) The BE ensures the final SG code has been entered, updates the customer, and requeues the PMR to the product queue.

3. 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) FITS
D) EHRT

4. Response Time Met shows what percentage of calls were responded to within criteria. How is response time measured for a call?

A) Call Entry to last Contact Made (CT) coded in the call
B) Call Entry to first Solution Given code
C) Call Entry to Call Requeue
D) Call Entry to first Contact Made {CT) coded in the call received

5. What is the purpose of IBM Redbooks?

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

Solutions: