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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 circumvention or workaround is determined and communicated 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 test solution as a fix is provided to the client

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

3. What is a Component ID?

A) the IBM ID of all or part of a product serviced by support
B) the IBM ID of a product that is sold to the customer
C) the RETAIN ID for a specific Level 3 team. i.e. change team
D) the IBM assigned number representing a particular customer

4. When working on a non-OneTeam PMR, which two fields must a BackEnd engineer complete when taking responsibility of a PMR?

A) Resolver field
B) Keyword 1 field
C) Keyword 2 field a
D) Owner field
E) Keyword 3 field

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

Solutions: