IBM C9560-023 Online Practice Questions and Exam Preparation

IBM C9560-023 Online Questions & Answers

• Question 1:

  A support provider opens a PMR for a customer. Who is the owner of the issue?

  A. customer
  B. support provider
  C. account manager
  D. IBM Tivoli Support
  D. IBM Tivoli Support

• Question 2:

  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
  D. to be registered with IBM and have a login ID
  E. to be setup as an Authorized User or a Site Technical Contact

• Question 3:

  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.
  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.

• Question 4:

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

• Question 5:

  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
  A. Software
  B. Hardware
  F. Driver and or Configuration

• Question 6:

  Which three upload protocols are supported by the ECuRep Tool? (Choose three.)

  A. SCP
  B. TCP
  C. e-mail
  D. UUCP
  E. HTTP and HTTPS
  F. FTP and Secure FTP
  C. e-mail
  E. HTTP and HTTPS
  F. FTP and Secure FTP

• Question 7:

  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
  C. relevant product configuration files
  E. log files from when the issue occurred

• Question 8:

  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.
  A. Ask for a Duty Manager by calling IBM Support.
  C. Ask the IBM Sales representative to consider opening a Complaint or nominate the PMR as a Critical Situation or (Crit Sit).

• Question 9:

  What does the acronym ICN stand for?

  A. Identity Country Name
  B. Internal Contact Name
  C. IBM Customer Number
  D. Identification Correspondence Number
  C. IBM Customer Number

• Question 10:

  Where can the most thorough searches on support be performed?

  A. anywhere with a search dialog
  B. top header of any IBM.com web page
  C. always from a specific product support page
  D. IBM Software Support Home page IBM.com/software/support
  D. IBM Software Support Home page IBM.com/software/support