IBM C2010-023 Online Practice Questions and Exam Preparation

IBM C2010-023 Online Questions & Answers

• Question 11:

  What are two responsibilities of the Primary Site Technical Contact? (Choose two.)

  A. Opening all PMRs on behalf of all their Support Analysts.
  B. Downloading software from Passport Advantage for use by the end user.
  C. Assigning up to nine Secondary Site Technical Contact per end user contract.
  D. Uploading all End User Debug files to ESR/SR on behalf of their support analysts.
  E. Accept or deny a request for a Support Provider's engineer to obtain access to an end users account.
  C. Assigning up to nine Secondary Site Technical Contact per end user contract.
  E. Accept or deny a request for a Support Provider's engineer to obtain access to an end users account.

• Question 12:

  Which statement best describes the Test Fix Maintenance Delivery Vehicle?

  A. Test fixes may only be released on one fixed date each quarter.
  B. Test fixes include enhancements or new features for the product.
  C. Test fixes are announced by IBM and can be downloaded on the IBM website.
  D. Test fixes may be file replacements without formal packaging or documentation.
  D. Test fixes may be file replacements without formal packaging or documentation.

• Question 13:

  When a PMR gets assigned a FITS ID which statement is true?

  A. A Bug ID will be associated with the ticket.
  B. A report of the suspected defect is forwarded to IBM Tivoli development.
  C. The customer should expect daily updates from IBM Tivoli Support regarding the issue.
  D. The associated PMR is closed, and the customer should request updates from their Account Manager.
  D. The associated PMR is closed, and the customer should request updates from their Account Manager.

• Question 14:

  How many PMRs and APARs is a customer allowed to open after the effective date of End of Support for a product?

  A. No new APARs or PMRs may be reported.
  B. A total of 12 APARs and 12 PMRs, one per month for twelve months.
  C. No new APARs or PMRs may be reported 12 months prior to the End of Support date.
  D. A total of 12 APARs and 12 PMRs, one per month for twelve months only if they have paid for enhanced support.
  B. A total of 12 APARs and 12 PMRs, one per month for twelve months.

• Question 15:

  Which two pieces of information must the Level 2 support provider include when opening a PMR with IBM Tivoli Support? (Choose two.)

  A. product license file
  B. system shadow password file
  C. relevant product configuration files
  D. product entitlement contact number
  E. log files from when the issue occurred
  C. relevant product configuration files
  E. log files from when the issue occurred

• Question 16:

  When searching knowledge entries on the IBM Support website, what does the Task Based Navigator provide for search isolation?

  A. search for only the maintenance download records
  B. navigate through product planning records, to find all related install tips
  C. search for documents with keywords, service task and operating system
  D. it guides through the troubleshooting documents to collect the right diagnostic information
  C. search for documents with keywords, service task and operating system

• Question 17:

  What does the acronym ICN stand for?

  A. Identity Country Name
  B. Internal Contact Name
  C. IBM Customer Number
  D. Identification Correspondence Number
  C. IBM Customer Number

• Question 18:

  During the Problem Determination analysis, which two types of information are imperative to collect in order to verify the problem? (Choose two.)

  A. end users log / error message history
  B. verify the program version and operating system
  C. end users contact information for troubleshooting
  D. end users time and effort spent on resolving issue
  E. review of other customers who have experienced similar situations
  A. end users log / error message history
  B. verify the program version and operating system

• Question 19:

  The ESR/SR tool is used to open, update and report on PMRs online. Whose responsibility is it to grant and deny access to the ESR/SR?

  A. Primary Contact
  B. IBM Tivoli Support
  C. Passport Advantage
  D. Site Technical Contact
  D. Site Technical Contact

• Question 20:

  Which two statements define the process to resolve an end users issues which are caused by product defects? (Choose two.)

  A. There is no resolution given to the support provider, because they are not eligible receive defect support.
  B. The end customer is responsible for contacting IBM Development to receive any software fixes needed for their installations.
  C. The Support Provider will review generally available fixes and, if a fix is found, provide it to the customer and confirm resolution, without IBM escalation.
  D. The IBM Tivoli L2 support engineer will work with their developers to determine a fix and will notify the support provider of the fix, and the support provider will provide it to the customer.
  E. As standard practice the IBM Tivoli Level 2 (L2) support engineer will close the PMR once an APAR has been logged, since L2 support does not write any code changes without concurrence from the support provider.
  C. The Support Provider will review generally available fixes and, if a fix is found, provide it to the customer and confirm resolution, without IBM escalation.
  D. The IBM Tivoli L2 support engineer will work with their developers to determine a fix and will notify the support provider of the fix, and the support provider will provide it to the customer.