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Advanced examination information

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IBM Tivoli Level 2 Support Tools and Processes Sample Questions:

1. Which three PMRs would it be appropriate to follow-up for a later date?

A) waiting for documentation to arrive
B) tracking APAR/PTF
C) resolving engineer on holiday
D) client to re-create the problem
E) too many PMRs for engineer to handle
F) Severity 1 Friday at the end of business

2. What is needed to logon to CAST?

A) Lotus Notes User ID and password
B) IBM Software Support User ID and password
C) RETAIN User ID and password
D) IBM intranet User ID and password

3. A client contacts support with a request for a product enhancement. Which tool should an engineer use to create the enhancement request for the client?

A) EHRT
B) FITS
C) PERT
D) FMRT

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

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

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

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

Solutions: