IBM IBM Certification C9560-023 Questions & Answers

• Question 51:

  What are two examples of diagnostic Information? (Choose two.)

  A. script

  B. dumps

  C. traces

  D. file name

  E. incident history

  Correct Answer: BC

• Question 52:

  The Site Technical Contact (STC) is responsible for support compliance for the end customers site. What are two additional responsibilities of the STC? (Choose two.)

  A. Maintains authorizations to support-related web and tool access.

  B. Approving nominations for access to ESR/SR on an individual basis.

  C. Maintains authorizations to access Tivoli frequently asked questions.

  D. Approving IBM Tivoli Support PMRs for escalation to the development team.

  E. Approving IBM Tivoli Support engineers access to customer support tickets.

  Correct Answer: AB

• Question 53:

  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

  Correct Answer: D

• Question 54:

  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

  Correct Answer: ABF

• Question 55:

  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.

  Correct Answer: D

• Question 56:

  Which two statements are true regarding Support Provider Level 1 Customer Support? (Choose two.)

  A. Level 1 Support is responsible for taking the first support call from a Customer (during normal business hours, Monday - Friday in line with IBMs standard 5x8 support).

  B. Level 1 Support is responsible for testing new software versions of IBM products and communicating the release of said software to clients that have purchased it from IBM.

  C. Level 1 Support is responsible for incorporating and testing any program fix provided by Level 3 Support (as appropriate), and delivering orcommunicating the problem resolution, bypass, circumvention, or other notice of restriction to the End User.

  D. Level 1 Support is responsible logging all calls in an electronic call management system capable of opening an internal PMR or other form of trouble ticket that captures and can report in electronic format historic information relating to a problem, from the first Call through to the resolution of the problem.

  E. Level 1 Support is responsible for logging all calls in an XML, Excel or Lotus 123 spread sheet so that Level 2 support can open an internal PMR or other form of trouble ticket that captures and can report in electronic format historic information relating to a problem, from the first call through to the resolution of the problem.

  Correct Answer: CD