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IBM Tivoli Level 2 Support Tools and Processes Sample Questions:

1. What are two pieces of information regarding software product versions located on the Product Support Lifecycle webpage?

A) announcement date
B) link to the product support page
C) product out of support date if known
D) fix pack release date
E) general availability date

2. An engineer needs to know if a Component ID belongs to their product set. Where can this information be found?

A) in the CompID library on the IBM Support website
B) on Xtreme Leverage
C) on the Product Support Lifecycle website
D) in the CompID search tool or on the taxonomy spreadsheet

3. When a System Down PMR is received by BackEnd support, within what timeframe should every effort be made to contact the client?

A) 30 minutes
B) 1 hour
C) 2 hours
D) 1 business day

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

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

5. What is VMWare?

A) Virtualizationsoftware that allows an engineer to create multiple virtual machines on the same hardware.
B) A Product set, which has been acquired by IBM and is supported by IBM Support.
C) A Company which is a competitor to IBM and is building mainframes.
D) A new education platform in Learning@IBM.

Solutions: