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IBM Tivoli Level 2 Support Tools and Processes Sample Questions:

1. What is needed to logon to IBM Extreme Leverage?

A) RETAIN User ID and password
B) IBM Software Support User ID and password
C) IBM Intranet User ID and password
D) Lotus Notes User ID and password

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

3. Once an engineer has taken ownership of a Non-OneTeam PMR, which field must be updated?

A) APAR Number
B) Next Queue
C) Keyword 1
D) Keyword 2

4. What is the purpose of IBM Redbooks?

A) provide guidance on how to search in CCWin
B) provide how-to guidelines on RETAIN activity
C) provide guidance on how to manage PMRs
D) provide specific information about products

5. Which three PMRs would it be appropriate to follow-up for a later date?

A) tracking APAR/PTF
B) client to re-create the problem
C) waiting for documentation to arrive
D) too many PMRs for engineer to handle
E) resolving engineer on holiday
F) Severity 1 Friday at the end of business

Solutions: