IBM C9560-023 Online Practice Questions and Exam Preparation

IBM C9560-023 Online Questions & Answers

• Question 31:

  What is a requirement for an end customer when a support provider wishes to escalate an issue to IBM Tivoli Support?

  A. The end customer must open a PMR, since only the customer has access to IBM Tivoli Support.
  B. The end customer must give IBM Support access to their systems, so IBM can upgrade their software.
  C. There is no requirement of the customer, as the support provider will escalate the issue to IBM Tivoli Support.
  D. The end customer must install the latest version and patches of the product before IBM Tivoli Support will accept a PMR.
  C. There is no requirement of the customer, as the support provider will escalate the issue to IBM Tivoli Support.

• Question 32:

  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 33:

  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 34:

  Which is a diagnostic tool provided by IBM?

  A. Debugger
  B. Log Analyzer
  C. Beyondcompare
  D. Integrity Analyzer
  B. Log Analyzer

• Question 35:

  What is the name of the technical manuals that provide positioning and guidance, installation and implementation experiences, typical solution scenarios, and step-by-step how-to instructions?

  A. Redbook
  B. TechNote
  C. product white papers
  D. Tivoli Reference Guides
  A. Redbook

• Question 36:

  When searching the knowledge base on the IBM Support website, what is the best search strategy for finding targeted information?

  A. Select just one product and only one keyword.
  B. Select the product, operating system and a date range.
  C. Target a wide set of records, by using just one keyword.
  D. Select the product(s) and other specific criteria for which a solution is required.
  D. Select the product(s) and other specific criteria for which a solution is required.

• Question 37:

  What is the minimum length of time that technical support will be offered for certain products under the standard IBM Support Lifecycle?

  A. a minimum of 5 months after the publishing of a notice of support discontinuance (End of Support)
  B. a minimum of 5 years beginning at the planned availability date of the version/release of the product
  C. a minimum of 3 years beginning at the planned availability date of the version/release of the product
  D. a minimum of 3 years beginning plus an additional 12 months only for customers who are migrating to a supported version of the product
  C. a minimum of 3 years beginning at the planned availability date of the version/release of the product

• Question 38:

  Which method is used to request assistance from IBM Tivoli Support for an end customer with support maintenance?

  A. Support Provider should ask the end customer to call IBM support and create a PMR using the clients IBM Customer Number (ICN).
  B. Support Provider should open a PMR in ESR/SR using the clients ICN.
  C. Support Provider must e-mail IBM support and ask to have a PMR created.
  D. Support Provider should call IBM support and create a PMR using the Support Providers ICN.
  B. Support Provider should open a PMR in ESR/SR using the clients ICN.

• Question 39:

  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 40:

  What team has been created by IBM to manage Client Satisfaction issues, including complaint management, and duty manager requests?

  A. Client Support Priority Operations
  B. Customer Satisfaction Project Office
  C. Customer Support Production and Operations
  D. Complaints and Severe Production issues Operations
  B. Customer Satisfaction Project Office