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A2010-023 - Assessment: IBM Tivoli Support Provider Tools and Processes - Dump Information
Vendor | : | IBM |
Exam Code | : | A2010-023 |
Exam Name | : | Assessment: IBM Tivoli Support Provider Tools and Processes |
Questions and Answers | : | 53 Q & A |
Updated On | : | November 8, 2017 |
PDF Download Mirror | : | A2010-023 Brain Dump |
Get Full Version | : | Pass4sure A2010-023 Full Version |
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- The end customer must open a PMR, since only the customer has access to IBM Tivoli Support.
- The end customer must give IBM Support access to their systems, so IBM can upgrade their software.
- There is no requirement of the customer, as the support provider will escalate the issue to IBM Tivoli Support.
- The end customer must install the latest version and patches of the product before IBM Tivoli Support will accept a PMR.
Answer: C
QUESTION: 46
What is the IBM Tivoli Support response goal for severities 2, 3 and 4 PMRs?
- within one business hour
- within two business hours
- within three business hours
- within 30 minutes during business hours
Answer: B
QUESTION: 47
To which tier of support does IBM route PMRs submitted by Support Providers?
- Support Providers PMRs receive no special routing.
- Support Providers PMRs are routed directly to Tivoli Level 2 to perform problem determination and recreate if necessary.
- Support Providers PMRs are routed directly to Tivoli Level 1 to verify softwareversion information and logs have been provided.
- Support Providers PMRs are routed directly to Tivoli Level 3 (development)because only defects may be submitted by support providers.
Answer: B
QUESTION: 48
What team has been created by IBM to manage Client Satisfaction issues, including
complaint management, and duty manager requests?
- Client Support Priority Operations
- Customer Satisfaction Project Office
- Customer Support Production and Operations
- Complaints and Severe Production issues Operations
Answer: B
QUESTION: 49
In which format must service providers log PMRs?
- web
- verbal
- e-mail
- in person
Answer: A
QUESTION: 50
What are two examples of diagnostic Information? (Choose two.)
- script
- dumps
- traces
- file name
- incident history
Answer: B, C
QUESTION: 51
The
Site Technical Contact (STC) is responsible for support
compliance for theend customers site. What are two additional
responsibilities of the STC? (Choose two.)
- Maintains authorizations to support-related web and tool access.
- Approving nominations for access to ESR/SR on an individual basis.
- Maintains authorizations toaccess Tivoli frequently asked questions.
- Approving IBM Tivoli Support PMRs for escalation to the development team.
- Approving IBM Tivoli Support engineers access to customer support tickets.
Answer: A, B
QUESTION: 52
The
ESR/SR tool is used to open, update and report on PMRs
online. Whose responsibility is it to grant and deny access to the
ESR/SR?
- Primary Contact
- IBM Tivoli Support
- Passport Advantage
- Site Technical Contact
Answer: D
QUESTION: 53
Which information does the IBM Information Center provide?
- How to access and download IBM software.
- How to change a customer's Primary Contact information.
- Task oriented How To instructions and reference material.
- Updated information regarding PMRs you have opened with IBM TivoliSupport.
Answer: C
IBM A2010-023 Exam (Assessment: IBM Tivoli Support Provider Tools and Processes) Detailed Information
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