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IBM Tivoli Level 2 Support Tools and Processes Sample Questions:

1. Which operating systems are supported by IBM Support Assistant Agent?

A) Windows, Linux, and Solaris
B) Windows, Linux, AIX, and HPUnix
C) Windows, Linux, AIX, and Solaris
D) Windows. Linux, and AIX

2. 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

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

A) Use the CG command in RETAIN or use the PMR^Create Call (Call Generate) 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 GC command in RETAIN or use the PMR^Call Generate (Call Create) option in CCWin.

4. How can a Contact Reference File (CRF) be changed when incorrect or missing information is found?

A) Contact the CRF owner and have them change the CRF.
B) Contact the Duty Manager to change the CRF.
C) Everyone can change a CRF using CCWin.
D) Everyone can change a CRF using RETAIN.

5. An engineer identifies that an open APAR exists which matches the problem reported in a PMR and that the Component ID and release in the APAR match those defined in the PMR.
What should the engineer do next?

A) Associate the PMR to the APAR using the correct command in RETAIN/CCWin.
B) Fill in the APAR fietd in the PMR with the APAR Number.
C) Subscribe the PMR to the APAR using the correct command in RETAIN/CCWin.
D) Notify Level 3 that they have a PMR to be added to the Interested Party list of the APAR.

Solutions: