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IBM Tivoli Level 2 Support Tools and Processes Sample Questions:

1. 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) Set it to a special routing CompID used for all transfers.
B) Change it to a best guess for the CompID of the product that the new team will work on.
C) Leave it set to its current value, so that the receiving engineer can change it.
D) Blank out the CompID so that the receiving engineer can set it.

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

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

3. In a OneTeam PMR, whose Retain ID should be in the Owner ID field?

A) the ID of the SME for the product
B) the ID of the BackEnd engineer
C) the ID of the centralized GTS center
D) the ID of the FrontEnd engineer

4. How can a Contact Reference File (CRF) be changed when incorrect or missing information is found?

A) Contact the CRF owner and have them change the CRF.
B) Everyone can change a CRF using RETAIN.
C) Everyone can change a CRF using CCWin.
D) Contact the Duty Manager to change the CRF.

5. 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) Create a new PMR for the client and assign it to himself.
C) Explain the situation to a FrontEnd (FE) engineer and ask them to create a separate PMR for the new problem.
D) Change the details of the original PMR to match the new problem, and begin investigating it.

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