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IBM Tivoli Level 2 Support Tools and Processes Sample Questions:
1. An engineer needs to know if a Component ID belongs to their product set. Where can this information be found?
A) on Xtreme Leverage
B) in the CompID library on the IBM Support website
C) in the CompID search tool or on the taxonomy spreadsheet
D) on the Product Support Lifecycle website
2. Which operating systems are supported by IBM Support Assistant Agent?
A) Windows, Linux, AIX, and Solaris
B) Windows, Linux, AIX, and HPUnix
C) Windows. Linux, and AIX
D) Windows, Linux, and Solaris
3. Which three PMRs would it be appropriate to follow-up for a later date?
A) waiting for documentation to arrive
B) Severity 1 Friday at the end of business
C) client to re-create the problem
D) resolving engineer on holiday
E) too many PMRs for engineer to handle
F) tracking APAR/PTF
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 3 client business days
B) specify a delay time for later that day
C) specify a delay time for 1 client business day
D) set the call for follow-up for 1 client business day
5. For what purpose will a client use the Passport Advantage website?
A) Download fixes for products that the client is not entitled to download.
B) Download products that the client is entitled to download.
C) Download fixes for products that the client is entitled to download.
D) Download products that the client is not entitled to.
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: B | Question # 3 Answer: A,C,F | Question # 4 Answer: D | Question # 5 Answer: C |
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