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

2. After a month,Level 3 provides an engineer with a proven workaround for the problem reported in an APAR that they created for a PMR. Apart fromupdating theclient with the work around, what else should the engineer do?

A) Create and publish a DCF with details of the workaround for the problem reported.
B) Edit the APAR and add the provided workaround to the Local Fix field of the APAR if not present.
C) Notify the other clients listed on the Interested Party for the APAR.
D) Add the provided workaround to the Error description field of the APAR if not described.

3. An engineer identifies that an open APAR exists which matches the problem reported in a PMR and that the Component ID and release in the APAR match those defined in the PMR.
What should the engineer do next?

A) Associate the PMR to the APAR using the correct command in RETAIN/CCWin.
B) Fill in the APAR fietd in the PMR with the APAR Number.
C) Subscribe the PMR to the APAR using the correct command in RETAIN/CCWin.
D) Notify Level 3 that they have a PMR to be added to the Interested Party list of the APAR.

4. How can a Contact Reference File (CRF) be changed when incorrect or missing information is found?

A) Everyone can change a CRF using RETAIN.
B) Contact the Duty Manager to change the CRF.
C) Everyone can change a CRF using CCWin.
D) Contact the CRF owner and have them change the CRF.

5. What is the main purpose of EcuRep?

A) It is the repository for product download.
B) It is the data repository for product Component IDs
C) It is the data repository for manuals.
D) It is the repository for all customer PMR data.

Solutions: