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IBM Tivoli Level 2 Support Tools and Processes Sample Questions:

1. 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 last Contact Made (CT) coded in the call
B) Call Entry to first Contact Made {CT) coded in the call received
C) Call Entry to first Solution Given code
D) Call Entry to Call Requeue

2. What is needed to logon to IBM Extreme Leverage?

A) IBM Software Support User ID and password
B) IBM Intranet User ID and password
C) RETAIN User ID and password
D) Lotus Notes User ID and password

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

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

4. What is the purpose of IBM Redbooks?

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

5. For what purpose will a client use the Passport Advantage website?

A) Download products that the client is not entitled to.
B) Download products that the client is entitled to download.
C) Download fixes for products that the client is not entitled to download.
D) Download fixes for products that the client is entitled to download.

Solutions: