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IBM Tivoli Level 2 Support Tools and Processes Sample Questions:
1. An APAR which an engineer has created for a PMR has been closed by Level 3 (L3). Which three steps should the engineer check before contacting the client?
A) that an appropriate closing code has been given
B) that the status of the APAR is set to closed
C) that a download DCF has been created by L3 if an interim fix or fix pack is involved
D) that the resolution provides a fix at the product level the client reported the problem at
E) that sufficient resolution information has been provided
F) that L3 has created an appropriate DCF if the resolution is stated as working as designed
2. Response Time Met shows what percentage of calls were responded to within criteria. How is response time measured for a call?
A) Call Entry to first Contact Made {CT) coded in the call received
B) Call Entry to last Contact Made (CT) coded in the call
C) Call Entry to first Solution Given code
D) Call Entry to Call Requeue
3. What is the main purpose of EcuRep?
A) It is the data repository for manuals.
B) It is the repository for product download.
C) It is the repository for all customer PMR data.
D) It is the data repository for product Component IDs
4. When transferring a PMR to another team and the Component ID (CompID) is incorrect for the new team's product, what should the sending engineer do to the CompID (Component field in CCWin / Comp field in RETAIN)?
A) Blank out the CompID so that the receiving engineer can set it.
B) Set it to a special routing CompID used for all transfers.
C) Change it to a best guess for the CompID of the product that the new team will work on.
D) Leave it set to its current value, so that the receiving engineer can change it.
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) Confirm it is for the same Component ID.
B) Notify L3 that an additional PMR needs to be added to the Interested Party list of the closed APAR.
C) Check the associated CMVC record for the resolution detailed by Level 3 (L3).
D) Re-open the APAR so it can be associated to.
E) Check the APAR closure code.
F) Check the fix provided is not already included in the release level quoted in the PMR.
Solutions:
| Question # 1 Answer: D,E,F | Question # 2 Answer: C | Question # 3 Answer: C | Question # 4 Answer: B | Question # 5 Answer: A,C,E |
By Liz
