C9560-023 Online Practice Questions and Answers

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.

Which information does the IBM Information Center provide?

A. How to access and download IBM software.

B. How to change a customer's Primary Contact information.

C. Task oriented How To instructions and reference material.

D. Updated information regarding PMRs you have opened with IBM Tivoli Support.

What is Assist On-Site?

A. An IBM education program used to create and deliver client customized training.

B. An IBM dedicated resource who resides at the client's site to advise on technical issues.

C. An IBM web based technology used to troubleshoot by viewing or controlling a remote system.

D. An IBM team of support engineers that travel to customer locations to resolve critical problems.

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.

If an individual needs to search knowledge for several products in one step, how can this be done?

A. use the product selector dialog to select All

B. perform separate searches for each product

C. enter the keywords in for a search, without selecting a product

D. go to the search dialog for task types and select up to 5 products

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.

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.

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

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

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.