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IBM Tivoli Level 2 Support Tools and Processes Sample Questions:

1. When would a Solution Given code of 1 be entered into a PMR?

A) when a test solution as a fix is provided to the client
B) when a client chooses to terminate problem resolution activities
C) when a final solution is provided to the client
D) when a circumvention or workaround is determined and communicated to the client

2. 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) FMRT
B) PERT
C) FITS
D) EHRT

3. An engineer needs to know if a Component ID belongs to their product set. Where can this information be found?

A) in the CompID library on the IBM Support website
B) on Xtreme Leverage
C) on the Product Support Lifecycle website
D) in the CompID search tool or on the taxonomy spreadsheet

4. An engineer is working on a PMR and is unsure which Solution Given code to use.
Where can the correct information be found?

A) in the RETAIN HELP screen
B) in the IBM Support Handbook
C) in the Problem Handling section of the Process Website
D) in the monthly scorecard

5. 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 Company which is a competitor to IBM and is building mainframes.
D) A new education platform in Learning@IBM.

Solutions: