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IBM Tivoli Level 2 Support Tools and Processes Sample Questions:

1. An engineer is working with a US client and the client indicates they have another issue so another PMR is created. Which format insert isrequiredto perform entitlement on the new PMR?

A) Fl 1529
B) Fl 1586
C) Fl 1683
D) Fl 1654

2. The report CESARE creates can be filtered by a number of options. Which three options are valid for filtering?

A) Second Line Manager
B) Component ID
C) Severity
D) Employee
E) Country
F) Customer Name

3. Which step is required when closing a Non-OneTeam PMR?

A) Submit a Knowledge Item.
B) Fill out the final PMR update.
C) Change the Component ID.
D) Perform final entitlement procedures.

4. What is the main purpose of EcuRep?

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

5. Once an engineer has taken ownership of a Non-OneTeam PMR, which field must be updated?

A) APAR Number
B) Next Queue
C) Keyword 1
D) Keyword 2

Solutions: