C9560-023 Online Practice Questions and Answers

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 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.

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.

Which two statements define the process to resolve an end users issues which are caused by product defects? (Choose two.)

A. There is no resolution given to the support provider, because they are not eligible receive defect support.

B. The end customer is responsible for contacting IBM Development to receive any software fixes needed for their installations.

C. The Support Provider will review generally available fixes and, if a fix is found, provide it to the customer and confirm resolution, without IBM escalation.

D. The IBM Tivoli L2 support engineer will work with their developers to determine a fix and will notify the support provider of the fix, and the support provider will provide it to the customer.

E. As standard practice the IBM Tivoli Level 2 (L2) support engineer will close the PMR once an APAR has been logged, since L2 support does not write any code changes without concurrence from the support provider.

A Level 1 Support Provider is working on a problem for ACME Corporation in Springfield, North Carolina. The Level 1 Support Provider has instructed the customer to apply a much needed product fix to the already in production system and it has caused some unexpected results to the system. Data is being corrupted by the system. The System Administrator at ACME has halted all use of the system to ensure that data is no longer affected by this problem.

Due to the critical nature of this problem the Level 1 Support Provider has reported this problem as a Severity 1 (highest) to IBM Tivoli Customer Support. The support provider has provided all the logs and information that has been requested by the IBM Tivoli Support Engineer.

Several days have gone by and the Support Provider has not heard back from the engineer working on the PMR. ACME Corporation is now losing an average of $7000.00 USD per day because the maintenance crew has had to revert to a very time consuming paper system to continue their daily operation. The support provider has sent e-mails and tried calling the engineer requesting an update to the PMR but is not getting any response back.

What two options are available to the support provider to receive the help they need to expedite a solution for ACME? (Choose two.)

A. Ask for a Duty Manager by calling IBM Support.

B. Wait another day. Calling will only slow down the resolution process and can distract Level 3 Support from fixing the issue.

C. Ask the IBM Sales representative to consider opening a Complaint or nominate the PMR as a Critical Situation or (Crit Sit).

D. Call IBM and ask for the Severity to be raise to the highest level (0). That will trigger a complaint to be filed with the Customer Support Production and Operations (CSPO) team.

E. Remove the fix was applied to the system to prevent further delays and continue to use it. Once the IBM Support Engineer has replied back with the proper fix then apply it to the system.

What is the name of the technical manuals that provide positioning and guidance, installation and implementation experiences, typical solution scenarios, and step-by-step how-to instructions?

A. Redbook

B. TechNote

C. product white papers

D. Tivoli Reference Guides

When searching knowledge entries on the IBM Support website, what does the Task Based Navigator provide for search isolation?

A. search for only the maintenance download records

B. navigate through product planning records, to find all related install tips

C. search for documents with keywords, service task and operating system

D. it guides through the troubleshooting documents to collect the right diagnostic information

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

In which format must service providers log PMRs?

A. web

B. verbal

C. e-mail

D. in person