C9560-023 Online Practice Questions and Answers

What are three correct classifications when reporting a problem? (Choose three.)

A. Software

B. Hardware

C. ICN Number

D. Priority Level

E. Response Time

F. Driver and or Configuration

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

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.

To access ESR/SR and open a PMR on behalf of an end user, what are two requirements? (Choose two)

A. approval from the End User

B. the customer's Telephone number

C. the customer's contact name and address

D. to be registered with IBM and have a login ID

E. to be setup as an Authorized User or a Site Technical Contact

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

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

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

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

What does the acronym ICN stand for?

A. Identity Country Name

B. Internal Contact Name

C. IBM Customer Number

D. Identification Correspondence Number

What is the IBM Tivoli Support response goal for severity 1 PMRs outside business hours?

A. within 1 hour

B. within 2 hours

C. within 30 minutes

D. within 90 minutes