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IBM Tivoli Level 2 Support Tools and Processes Sample Questions:

1. An engineer working in the BackEnd (BE) receives a new One-Team PMR from the FrontEnd (FE).
What should the NextQ field contain?

A) the FE engineer's monitored queue
B) the NextQ field is only used for escalation
C) nothing, the NextQ will be filled in by the BE
D) the BE engineer's monitored queue

2. What is the main purpose of EcuRep?

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

3. Which operating systems are supported by IBM Support Assistant Agent?

A) Windows, Linux, and Solaris
B) Windows, Linux, AIX, and HPUnix
C) Windows. Linux, and AIX
D) Windows, Linux, AIX, and Solaris

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

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

5. How can a customer access the Assist on Site tool?

A) Once the customer connects to the service, a support engineer will supply them with the software package for remote assistance.
B) A support engineer will connect automatically to the customer's system using special software.
C) A support engineer will supply the customer with software to upload in their environment.
D) The customer accesses a secure website, supplied by the support engineer, where they are prompted to download a small, self-installing plug-in.

Solutions: