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IBM Tivoli Level 2 Support Tools and Processes Sample Questions:

1. A new problem is identified by the client while their OneTeam PMR is being worked. Which action should the BackEnd engineer working the original PMR take about the new problem?

A) Change the details of the original PMR to match the new problem, and begin investigating it.
B) Create a new PMR for the client and assign it to himself.
C) Explain the situation to a FrontEnd (FE) engineer and ask them to create a separate PMR for the new problem.
D) Create a secondary call with a description of the new problem and requeue it to the FE Entry queue requesting a new PMR to be created.

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

3. In searching about the problem in a PMR, a BackEnd engineer finds that there is already a closed APAR for the problem which exactly matches the problem described in their PMR. Before associating the APAR with their PMR, which three steps should be taken?

A) Confirm it is for the same Component ID.
B) Check the APAR closure code.
C) Notify L3 that an additional PMR needs to be added to the Interested Party list of the closed APAR.
D) Check the fix provided is not already included in the release level quoted in the PMR.
E) Re-open the APAR so it can be associated to.
F) Check the associated CMVC record for the resolution detailed by Level 3 (L3).

4. When seeking technical assistance from a team belonging to another brand, where should
the engineer look for details on how to contact the team?

A) the Tivoli OneTeam Process Document (TOPD)- located on the Tivoli Process website
B) the Contact Reference File (CRF) for the team - in the Technical Assistance Procedures
C) the Technical assistance Reference File (TARF) for the team - in the Contact section
D) the teams external website pages - located on www.ibm.com/support

5. When creating an APAR,the primary symptom needs to be described by the Symptom/Keyword codes. What are the two valid options for the Symp/keyword tom pairing code?

A) INCORROUT, IN
B) CRASH. CR
C) LOOPING, LP
D) ABEND, AB
E) DOCUMENT, DC

Solutions: