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IBM Tivoli Level 2 Support Tools and Processes Sample Questions:

1. 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.

2. A PMR has been raised in order to know if a particular operating system is supported on a specific product. Where can this information be found?

A) on the Tivoli Platform Support Matrix webpage
B) on the Component ID search tool
C) in the Lotus Notes BackEnd Support teamroom
D) in the taxonomy spreadsheet

3. What are two pieces of information regarding software product versions located on the Product Support Lifecycle webpage?

A) announcement date
B) fix pack release date
C) link to the product support page
D) product out of support date if known
E) general availability date

4. Which activity will be performed by the client's Premium Support Analyst?

A) Provide guidance on the future directions of IBM Software.
B) Advise the client on critical fixes and workarounds that apply to their environment.
C) Provide a single point of contact within the IBM Support organization.
D) Manage the client's support relationship with the middleware IBM departments.

5. What is VMWare?

A) A Company which is a competitor to IBM and is building mainframes.
B) A Product set, which has been acquired by IBM and is supported by IBM Support.
C) Virtualizationsoftware that allows an engineer to create multiple virtual machines on the same hardware.
D) A new education platform in Learning@IBM.

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