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.

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

A. script

B. dumps

C. traces

D. file name

E. incident history

When searching the knowledge base on the IBM Support website, what is the best search strategy for finding targeted information?

A. Select just one product and only one keyword.

B. Select the product, operating system and a date range.

C. Target a wide set of records, by using just one keyword.

D. Select the product(s) and other specific criteria for which a solution is required.

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

Which Maintenance Delivery Vehicles (MDVs) provides a cumulative, fully supported and formally tested software maintenance package of APAR fixes?

A. FITS

B. Test Fix

C. Fix Pack

D. Limited Availability Interim Fix

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.

What is the minimum length of time that technical support will be offered for certain products under the Enhance IBM Support Lifecycle policy?

A. a minimum of 5 months after the publishing of a notice of support discontinuance End of Support

B. a minimum of 5 years beginning at the planned availability date of the version/release of the product

C. a minimum of 3 years beginning at the planned availability date of the version/release of the product

D. A minimum of 3 years beginning plus an additional 12 months only for customers who are migrating to a supported version of the product

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.

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

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 statement best describes the Test Fix Maintenance Delivery Vehicle?

A. Test fixes may only be released on one fixed date each quarter.

B. Test fixes include enhancements or new features for the product.

C. Test fixes are announced by IBM and can be downloaded on the IBM website.

D. Test fixes may be file replacements without formal packaging or documentation.

What do Support Technical Exchange (STEs) webcasts provide?

A. only post deployment information

B. hints and tips which are seen in the field

C. fee based education utilizing pre-recorded webcasts

D. pre-recorded webcasts which do not allow for QandA with subject matter experts

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