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IBM Tivoli Level 2 Support Tools and Processes Sample Questions:

1. When a PMR has been misqueued to an incorrect inbound queue, who should be notified and how?

A) For a OneTeam PMR, open a Software Centre Track record and for a US PMR, contact the person who opened the PMR.
B) For a OneTeam PMR, send a secondary back to the FE and for a US PMR. open a Software Centre Track record.
C) For a OneTeam PMR. open a OneTeam Centre Track record and for a US PMR, open a Software Centre Track record.
D) For a OneTeam PMR. send a secondary back to the FrontEnd (FE) and for a US PMR. call the person who opened the PMR.

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

3. 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 3 field
D) Owner field
E) Keyword 2 field a

4. A PMR has been opened. The client prefers contact using e-mail.
Where does the FrontEnd engineer report thisinformation in the PMR?

A) in the Keyword 2 field KW2
B) in the OneTeam format alter
C) in the Keyword 1 field KW1
D) in the scratch pad

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

Solutions: