C9560-023 Online Practice Questions and Answers

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

Which two pieces of information must the Level 2 support provider include when opening a PMR with IBM Tivoli Support? (Choose two.)

A. product license file

B. system shadow password file

C. relevant product configuration files

D. product entitlement contact number

E. log files from when the issue occurred

IBM customer support provides information and processes designed to help its customers successfully use the IBM software they acquired by providing which two options to customers? (Choose two.)

A. fixes to known problems

B. a global network of support centers with expertise across their broad portfolio

C. on-site IBM consultants to implement the software they have purchased from IBM

D. a global network of implementation consultants with expertise across our broad portfolio

E. a global network of support centers and developers in 247 countries with the sole purpose of fixing known problems the same day they are reported

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

What does the acronym ICN stand for?

A. Identity Country Name

B. Internal Contact Name

C. IBM Customer Number

D. Identification Correspondence Number

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 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.

Which IBM website provides community-based resources, such as forums, blogs and wikis concerning IBM products?

A. developerWorks

B. Information Center

C. Passport Advantage

D. Electronic Service Request

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

In which format must service providers log PMRs?

A. web

B. verbal

C. e-mail

D. in person