C2010-023 Exam Questions

What are two responsibilities of the Primary Site Technical Contact? (Choose two.)

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

Where can the most thorough searches on support be performed?

Which two resources are available on the IBM developerWorks website? (Choose two.)

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

IBM Software Support Feeds allow one to stay up-to-date with the latest content created for specific IBM Software products. Which two statements are true? (Choose two.)

What is Assist On-Site?

Which two statements define the process to resolve an end users issues which are caused by product defects? (Choose two.)

What is the IBM Tivoli Support response goal for severity 1 PMRs?

A Level 1 Support Provider is working on a problem for ACME Corporation in Springfield, North Carolina. The Level 1 Support Provider has instructed the customer to apply a much nee...

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?...

Which item can be sent to a Support Provider using e-mail as a temporary solution?

During the Problem Determination analysis, which two types of information are imperative to collect in order to verify the problem? (Choose two.)

Which is a diagnostic tool provided by IBM?

What should the Level 2 support provider do upon escalation to IBM Tivoli Support?

Which two items should be provided when escalating an issue to IBM Tivoli Support? (Choose two.)

What is the name of the technical manuals that provide positioning and guidance, installation and implementation experiences, typical solution scenarios, and step-by-step how-to in...

What does the acronym ICN stand for?

When a PMR gets assigned a FITS ID which statement is true?

When searching knowledge entries on the IBM Support website, what does the Task Based Navigator provide for search isolation?

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?

Which three upload protocols are supported by the ECuRep Tool? (Choose three.)

Which statement best describes the Test Fix Maintenance Delivery Vehicle?

What do Support Technical Exchange (STEs) webcasts provide?

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

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

What is the IBM Education Assistant tool?

What three actions does ESR/SR allow a Support Provider to perform? (Choose three.)

Which two statements are true of Passport Advantage? (Choose two.)

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

What is the IBM Tivoli Support response goal for severity 1 PMRs outside business hours?

What is a requirement for an end customer when a support provider wishes to escalate an issue to IBM Tivoli Support?

What is the IBM Tivoli Support response goal for severities 2, 3 and 4 PMRs?

To which tier of support does IBM route PMRs submitted by Support Providers?

What team has been created by IBM to manage Client Satisfaction issues, including complaint management, and duty manager requests?

In which format must service providers log PMRs?

Which two statements are true regarding Support Provider Level 1 Customer Support? (Choose two.)

A support provider opens a PMR for a customer. Who is the owner of the issue?

What are three correct classifications when reporting a problem? (Choose three.)

Prior to escalating an issue to IBM Tivoli Support, which action should the Level 2 support provider take?

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

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

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.)

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?

Which information does the IBM Information Center provide?

To access ESR/SR and open a PMR on behalf of an end user, what are two requirements? (Choose two)

Which two statements are true of Interim Fix (IF) Maintenance Delivery Vehicles? (Choose two.)

Based upon user feedback of the IBM Support Assistant tool, what increased resolution time have they observed?

How many PMRs and APARs is a customer allowed to open after the effective date of End of Support for a product?

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