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IBM Tivoli Level 2 Support Tools and Processes Sample Questions:

1. What is the main purpose of EcuRep?

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

2. When a PMR has been misqueued to an incorrect inbound queue, who should be notified and how?

A) For a OneTeam PMR, open a Software Centre Track record and for a US PMR, contact the person who opened the PMR.
B) For a OneTeam PMR. open a OneTeam Centre Track record and for a US PMR, open a Software Centre Track record.
C) For a OneTeam PMR. send a secondary back to the FrontEnd (FE) and for a US PMR. call the person who opened the PMR.
D) For a OneTeam PMR, send a secondary back to the FE and for a US PMR. open a Software Centre Track record.

3. What is the purpose of IBM Redbooks?

A) provide guidance on how to manage PMRs
B) provide how-to guidelines on RETAIN activity
C) provide guidance on how to search in CCWin
D) provide specific information about products

4. What is a Component ID?

A) the IBM assigned number representing a particular customer
B) the RETAIN ID for a specific Level 3 team. i.e. change team
C) the IBM ID of a product that is sold to the customer
D) the IBM ID of all or part of a product serviced by support

5. A PMR has been raised in order to know if a particular operating system is supported on a specific product. Where can this information be found?

A) in the taxonomy spreadsheet
B) on the Tivoli Platform Support Matrix webpage
C) on the Component ID search tool
D) in the Lotus Notes BackEnd Support teamroom

Solutions: