C9560-023 Online Practice Questions and Answers

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

A. script

B. dumps

C. traces

D. file name

E. incident history

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.

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.

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 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

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.

What does the acronym ICN stand for?

A. Identity Country Name

B. Internal Contact Name

C. IBM Customer Number

D. Identification Correspondence Number

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

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

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.

Which two security mechanisms are in place to ensure customer protection and safety when using Assist On-Site (AOS)? (Choose two.)

A. Data communication is encrypted using 128-bit AES encryption.

B. Access to an AOS session is granted using a random key unique to the session.

C. AOS protects the customers system by only allowing view access to the system.

D. AOS is installed on the customer's computer, allowing the customer to monitor attempts to access the system.

E. Each registered IBM.com user receives an AOS account where they can control access to their systems.

What is the IBM Education Assistant tool?

A. a collection of multimedia educational modules

B. a online chat tool used to assist users with training questions

C. an online tool used to locate available IBM Training courses worldwide

D. a collection of sample tests which assist users in preparing for IBM certifications

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