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IBM Tivoli Level 2 Support Tools and Processes Sample Questions:

1. What is a Component ID?

A) the IBM ID of all or part of a product serviced by support
B) the IBM assigned number representing a particular customer
C) the RETAIN ID for a specific Level 3 team. i.e. change team
D) the IBM ID of a product that is sold to the customer

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. Once a Non-OneTeam PMR created using Service Request has been received, which method should be used to contact the customer?

A) Contact the client simply by updating the PMR and setting it for follow-up.
B) Contact the client using the provided preferred method of contact.
C) Contact the client using the provided e-mail address in the PMR.
D) Contact the client using the provided telephone number in the PMR.

4. Once the first contact attempt has failed on a Non-OneTeam PMR requesting voice response in which the contact attempt was made at 9:00 AM (client time). Whichactivity should be taken by the engineer to enable a retry?

A) set the call for follow-up for 1 client business day
B) specify a delay time for 1 client business day
C) specify a delay time for later that day
D) set the call for follow-up for 3 client business days

5. 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

Solutions: