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IBM Tivoli Level 2 Support Tools and Processes Sample Questions:

1. In a OneTeam PMR, whose Retain ID should be in the Owner ID field?

A) the ID of the BackEnd engineer
B) the ID of the FrontEnd engineer
C) the ID of the centralized GTS center
D) the ID of the SME for the product

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

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

3. What are two pieces of information regarding software product versions located on the Product Support Lifecycle webpage?

A) fix pack release date
B) announcement date
C) product out of support date if known
D) link to the product support page
E) general availability date

4. The client has been contacted. How is this contact recorded in CCWin or RETAIN while dispatched to the PMR?

A) CCWin - click the Dispatch button on the PMR Notebook; RETAIN - issue the CD command.
B) CCWin - click the Contact button on the PMR Notebook; RETAIN - issue the CT command.
C) CCWin - click the Stop Assist option in the PMR "Actions" menu; RETAIN - issue the ST command.
D) CCWin - click the Stop Time button on the Problem Management Window; RETAIN issue the CM command

5. When transferring a PMR to another team and the Component ID (CompID) is incorrect for the new team's product, what should the sending engineer do to the CompID (Component field in CCWin / Comp field in RETAIN)?

A) Blank out the CompID so that the receiving engineer can set it.
B) Set it to a special routing CompID used for all transfers.
C) Change it to a best guess for the CompID of the product that the new team will work on.
D) Leave it set to its current value, so that the receiving engineer can change it.

Solutions: