IBM C9560-023 Online Practice Questions and Exam Preparation

IBM C9560-023 Online Questions & Answers

• Question 41:

  Which two items should be provided when escalating an issue to IBM Tivoli Support? (Choose two.)

  A. severity of issue
  B. description of the business impact
  C. does customer have a development system
  D. preferred method of contacting the customer
  E. number days the ticket has been open with the partner
  A. severity of issue
  B. description of the business impact

• Question 42:

  Based upon user feedback of the IBM Support Assistant tool, what increased resolution time have they observed?

  A. 2%
  B. 5%
  C. 10%
  D. 15%
  C. 10%

• Question 43:

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

  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
  B. a minimum of 5 years beginning at the planned availability date of the version/release of the product

• Question 44:

  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 45:

  Which two resources are available on the IBM developerWorks website? (Choose two.)

  A. Latest test fixes released by development.
  B. Software licenses for proof of concept installs.
  C. Web-based community forums and Wiki pages.
  D. List of new features still under development for each product.
  E. Technical tutorials and demos for developers and administrators.
  C. Web-based community forums and Wiki pages.
  E. Technical tutorials and demos for developers and administrators.

• Question 46:

  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 47:

  Which IBM PMR Severity definition could be described as "A non-critical software component is malfunctioning, causing minimal impact, or a non-technical request is made"?

  A. Severity 1
  B. Severity 2
  C. Severity 3
  D. Severity 4
  D. Severity 4

• Question 48:

  Which IBM website provides community-based resources, such as forums, blogs and wikis concerning IBM products?

  A. developerWorks
  B. Information Center
  C. Passport Advantage
  D. Electronic Service Request
  A. developerWorks

• Question 49:

  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.

• Question 50:

  In which format must service providers log PMRs?

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