C9560-023 Online Practice Questions and Answers

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.

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%

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.

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 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.

Which statement best describes the Test Fix Maintenance Delivery Vehicle?

A. Test fixes may only be released on one fixed date each quarter.

B. Test fixes include enhancements or new features for the product.

C. Test fixes are announced by IBM and can be downloaded on the IBM website.

D. Test fixes may be file replacements without formal packaging or documentation.

Which two statements are true of Passport Advantage? (Choose two.)

A. Passport Advantage is only used to download Fix Packs.

B. The end customers Primary Contact must authorize any self-nomination for access to Passport Advantage.

C. The end customer is unable to download software until a Business Partner authorizes access to Passport Advantage.

D. Business Partners automatically receive access to Passport Advantage on behalf of their clients once software is purchased.

E. Business Partners may request access to Passport Advantage from their end customers, in order to download software on the clients behalf.

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

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

What is the IBM Tivoli Support response goal for severities 2, 3 and 4 PMRs?

A. within one business hour

B. within two business hours

C. within three business hours

D. within 30 minutes during business hours