What does the acronym ICN stand for?
A. Identity Country Name
B. Internal Contact Name
C. IBM Customer Number
D. Identification Correspondence Number
When a PMR gets assigned a FITS ID which statement is true?
A. A Bug ID will be associated with the ticket.
B. A report of the suspected defect is forwarded to IBM Tivoli development.
C. The customer should expect daily updates from IBM Tivoli Support regarding the issue.
D. The associated PMR is closed, and the customer should request updates from their Account Manager.
Which two items should be provided when escalating an issue to IBM Tivoli Support? (Choose two.)
A. severity of issue
B. description of the business impact
C. does customer have a development system
D. preferred method of contacting the customer
E. number days the ticket has been open with the partner
Which is a diagnostic tool provided by IBM?
A. Debugger
B. Log Analyzer
C. Beyondcompare
D. Integrity Analyzer
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 item can be sent to a Support Provider using e-mail as a temporary solution?
A. upgrade
B. source code
C. new release
D. hotfix or test fix
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
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
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
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