IBM C9560-023 Online Practice Questions and Exam Preparation

IBM C9560-023 Online Questions & Answers

• Question 51:

  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 52:

  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 53:

  IBM customer support provides information and processes designed to help its customers successfully use the IBM software they acquired by providing which two options to customers? (Choose two.)

  A. fixes to known problems
  B. a global network of support centers with expertise across their broad portfolio
  C. on-site IBM consultants to implement the software they have purchased from IBM
  D. a global network of implementation consultants with expertise across our broad portfolio
  E. a global network of support centers and developers in 247 countries with the sole purpose of fixing known problems the same day they are reported
  A. fixes to known problems
  B. a global network of support centers with expertise across their broad portfolio

• Question 54:

  Which two statements are true pertaining End of Support? (Choose two.)

  A. There are no follow-on products with the same product identifier.
  B. This is the date at which IBM will no longer provide Technical (defect or non-defect) Support.
  C. This is the date at which IBM will no longer provide product fixes but will provide phone support only.
  D. This is the date at which IBM will no longer provide Level 3 support, but will provide Level 1 and 2 support.
  E. Follow-on products with the X.X.X.X.ext product identifier will receive product support after they have purchased it using their IBM representative.
  A. There are no follow-on products with the same product identifier.
  B. This is the date at which IBM will no longer provide Technical (defect or non-defect) Support.

• Question 55:

  What three actions does ESR/SR allow a Support Provider to perform? (Choose three.)

  A. to view closed PMRs online B. to transfer ownership to IBM
  C. to speak directly with IBM Level 2
  D. to view all open PMRs for their End Users
  E. to review their end user's entitlement online
  F. to describe the end user's software problem and environment in their own words
  A. to view closed PMRs online B. to transfer ownership to IBM
  D. to view all open PMRs for their End Users
  F. to describe the end user's software problem and environment in their own words

• Question 56:

  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.