IBM C2010-024

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IBM Tivoli Level 2 Support Tools and Processes Sample Questions:

1. Which action must always be performed before submitting a new DCF technote?

A) Install the DCF Item Creator application.
B) Check for duplicate items in CAST or the Technote database.
C) Ask the customer if they agree to open a technote.
D) Forward the PMR to the BackEnd.

2. A new problem is identified by the client while their OneTeam PMR is being worked. Which action should the BackEnd engineer working the original PMR take about the new problem?

A) Create a secondary call with a description of the new problem and requeue it to the FE Entry queue requesting a new PMR to be created.
B) Explain the situation to a FrontEnd (FE) engineer and ask them to create a separate PMR for the new problem.
C) Change the details of the original PMR to match the new problem, and begin investigating it.
D) Create a new PMR for the client and assign it to himself.

3. What does a BackEnd (BE) engineer need to document for follow-up commitments?

A) when the BE engineer will work the PMR next
B) who will initiate the next client/engineer contact
C) the method the BE engineer will use to communicate with the customer
D) when the PMR will un-FUP
E) when the next client/engineer contact should occur

4. The client has been contacted. How is this contact recorded in CCWin or RETAIN while dispatched to the PMR?

A) CCWin - click the Stop Assist option in the PMR "Actions" menu; RETAIN - issue the ST command.
B) CCWin - click the Contact button on the PMR Notebook; RETAIN - issue the CT command.
C) CCWin - click the Stop Time button on the Problem Management Window; RETAIN issue the CM command
D) CCWin - click the Dispatch button on the PMR Notebook; RETAIN - issue the CD command.

5. In searching about the problem in a PMR, a BackEnd engineer finds that there is already a closed APAR for the problem which exactly matches the problem described in their PMR. Before associating the APAR with their PMR, which three steps should be taken?

A) Re-open the APAR so it can be associated to.
B) Notify L3 that an additional PMR needs to be added to the Interested Party list of the closed APAR.
C) Check the APAR closure code.
D) Check the associated CMVC record for the resolution detailed by Level 3 (L3).
E) Confirm it is for the same Component ID.
F) Check the fix provided is not already included in the release level quoted in the PMR.

Solutions: