IBM C2010-023 Online Practice Questions and Exam Preparation

IBM C2010-023 Online Questions & Answers

• Question 21:

  A Level 1 Support Provider is working on a problem for ACME Corporation in Springfield, North Carolina. The Level 1 Support Provider has instructed the customer to apply a much needed product fix to the already in production system and it has caused some unexpected results to the system. Data is being corrupted by the system. The System Administrator at ACME has halted all use of the system to ensure that data is no longer affected by this problem.

  Due to the critical nature of this problem the Level 1 Support Provider has reported this problem as a Severity 1 (highest) to IBM Tivoli Customer Support. The support provider has provided all the logs and information that has been requested by the IBM Tivoli Support Engineer.

  Several days have gone by and the Support Provider has not heard back from the engineer working on the PMR. ACME Corporation is now losing an average of $7000.00 USD per day because the maintenance crew has had to revert to a very time consuming paper system to continue their daily operation. The support provider has sent e-mails and tried calling the engineer requesting an update to the PMR but is not getting any response back.

  What two options are available to the support provider to receive the help they need to expedite a solution for ACME? (Choose two.)

  A. Ask for a Duty Manager by calling IBM Support.
  B. Wait another day. Calling will only slow down the resolution process and can distract Level 3 Support from fixing the issue.
  C. Ask the IBM Sales representative to consider opening a Complaint or nominate the PMR as a Critical Situation or (Crit Sit).
  D. Call IBM and ask for the Severity to be raise to the highest level (0). That will trigger a complaint to be filed with the Customer Support Production and Operations (CSPO) team.
  E. Remove the fix was applied to the system to prevent further delays and continue to use it. Once the IBM Support Engineer has replied back with the proper fix then apply it to the system.
  A. Ask for a Duty Manager by calling IBM Support.
  C. Ask the IBM Sales representative to consider opening a Complaint or nominate the PMR as a Critical Situation or (Crit Sit).

• Question 22:

  Which item can be sent to a Support Provider using e-mail as a temporary solution?

  A. upgrade
  B. source code
  C. new release
  D. hotfix or test fix
  D. hotfix or test fix

• Question 23:

  In which format must service providers log PMRs?

  A. web
  B. verbal
  C. e-mail
  D. in person
  A. web

• Question 24:

  The Site Technical Contact (STC) is responsible for support compliance for the end customers site. What are two additional responsibilities of the STC? (Choose two.)

  A. Maintains authorizations to support-related web and tool access.
  B. Approving nominations for access to ESR/SR on an individual basis.
  C. Maintains authorizations to access Tivoli frequently asked questions.
  D. Approving IBM Tivoli Support PMRs for escalation to the development team.
  E. Approving IBM Tivoli Support engineers access to customer support tickets.
  A. Maintains authorizations to support-related web and tool access.
  B. Approving nominations for access to ESR/SR on an individual basis.

• Question 25:

  Where can the most thorough searches on support be performed?

  A. anywhere with a search dialog
  B. top header of any IBM.com web page
  C. always from a specific product support page
  D. IBM Software Support Home page IBM.com/software/support
  D. IBM Software Support Home page IBM.com/software/support

• Question 26:

  If an individual needs to search knowledge for several products in one step, how can this be done?

  A. use the product selector dialog to select All
  B. perform separate searches for each product
  C. enter the keywords in for a search, without selecting a product
  D. go to the search dialog for task types and select up to 5 products
  D. go to the search dialog for task types and select up to 5 products

• Question 27:

  Which information does the IBM Information Center provide?

  A. How to access and download IBM software.
  B. How to change a customer's Primary Contact information.
  C. Task oriented How To instructions and reference material.
  D. Updated information regarding PMRs you have opened with IBM Tivoli Support.
  C. Task oriented How To instructions and reference material.

• Question 28:

  Which is a way to validate that a customer is eligible for support?

  A. Priority Level
  B. Analyst's Discretion
  C. Support Entitlement
  D. Passport Advantage
  C. Support Entitlement

• Question 29:

  Which two statements are true regarding Support Provider Level 1 Customer Support? (Choose two.)

  A. Level 1 Support is responsible for taking the first support call from a Customer (during normal business hours, Monday - Friday in line with IBMs standard 5x8 support).
  B. Level 1 Support is responsible for testing new software versions of IBM products and communicating the release of said software to clients that have purchased it from IBM.
  C. Level 1 Support is responsible for incorporating and testing any program fix provided by Level 3 Support (as appropriate), and delivering orcommunicating the problem resolution, bypass, circumvention, or other notice of restriction to the End User.
  D. Level 1 Support is responsible logging all calls in an electronic call management system capable of opening an internal PMR or other form of trouble ticket that captures and can report in electronic format historic information relating to a problem, from the first Call through to the resolution of the problem.
  E. Level 1 Support is responsible for logging all calls in an XML, Excel or Lotus 123 spread sheet so that Level 2 support can open an internal PMR or other form of trouble ticket that captures and can report in electronic format historic information relating to a problem, from the first call through to the resolution of the problem.
  C. Level 1 Support is responsible for incorporating and testing any program fix provided by Level 3 Support (as appropriate), and delivering orcommunicating the problem resolution, bypass, circumvention, or other notice of restriction to the End User.
  D. Level 1 Support is responsible logging all calls in an electronic call management system capable of opening an internal PMR or other form of trouble ticket that captures and can report in electronic format historic information relating to a problem, from the first Call through to the resolution of the problem.

• Question 30:

  To which tier of support does IBM route PMRs submitted by Support Providers?

  A. Support Providers PMRs receive no special routing.
  B. Support Providers PMRs are routed directly to Tivoli Level 2 to perform problem determination and recreate if necessary.
  C. Support Providers PMRs are routed directly to Tivoli Level 1 to verify software version information and logs have been provided.
  D. Support Providers PMRs are routed directly to Tivoli Level 3 (development) because only defects may be submitted by support providers.
  B. Support Providers PMRs are routed directly to Tivoli Level 2 to perform problem determination and recreate if necessary.