C9560-023 Online Practice Questions and Answers

Prior to escalating an issue to IBM Tivoli Support, which action should the Level 2 support provider take?

A. Reboot the production server.

B. Verify Operating System is fully patched.

C. Delete current log file to allow new logs to be created.

D. Use debugging tools to capture detailed problem information.

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.

Which Maintenance Delivery Vehicles (MDVs) provides a cumulative, fully supported and formally tested software maintenance package of APAR fixes?

A. FITS

B. Test Fix

C. Fix Pack

D. Limited Availability Interim Fix

Which two statements are true of Interim Fix (IF) Maintenance Delivery Vehicles? (Choose two.)

A. Interim Fixes are formally tested and fully supported by IBM.

B. Interim Fixes are uncertified fixes that may be used for testing only.

C. Interim Fixes are installable packages which include one or more APAR fixes.

D. Interim Fixes are not published on the IBM website and must be requested from support.

E. Interim Fixes do not contain any documentation, Readme files or installation instructions.

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

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

A. within 1 hour

B. within 2 hours

C. within 30 minutes

D. within 90 minutes

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

What should the Level 2 support provider do upon escalation to IBM Tivoli Support?

A. Ask the customer to contact IBM Tivoli Support directly.

B. Remain the owner of the issue and work with IBM Tivoli Support.

C. Provide all must gather information to IBM Tivoli Support and close their internal ticket.

D. No longer interface with the customer as IBM Tivoli Support is now the primary contact.

At the end of each knowledge document on the IBM Support website is a survey known as Document Level Feedback. In what way is this used?

A. They define how well the web interface is delivering the right information.

B. Comments are sent to the content creator to improve existing documents.

C. These are summarized for assessing the usability of the product interface.

D. Allows the individual to request additional information from the knowledge author.

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