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C2010-023 Questions and Answers
E. Business Partners may request access to Passport Advantage from their end customers, in order to download software on the clients behalf.
Answer: B, E
Which two statements are true pertaining End of Support? (Choose two.)
There are no follow-on products with the same product identifier.
This is the date at which IBM will no longer provide Technical (defect or non-defect) Support.
This is the date at which IBM will no longer provide product fixes but will provide phone support only.
This is the date at which IBM will no longer provide Level 3 support, but will provide Level 1 and 2 support.
Follow-on products with the X.X.X.X.ext product identifier will receive product support after they have purchased it using their IBM representative.
Answer: A, B
What is the minimum length of time that technical support will be offered for certain products under the standard IBM Support Lifecycle?
a minimum of 5 months after the publishing of a notice of support discontinuance (End of Support)
a minimum of 5 years beginning at the planned availability date of the version/release of the product
a minimum of 3 years beginning at the planned availability date of the version/release of the product
a minimum of 3 years beginning plus an additional 12 months only for customers who are migrating to a supported version of the product
What is the IBM Tivoli Support response goal for severity 1 PMRs outside business hours?
within 1 hour
within 2 hours
within 30 minutes
within 90 minutes
What is a requirement for an end customer when a support provider wishes to escalate an issue to IBM Tivoli Support?
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.
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
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 software version 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.
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
In which format must service providers log PMRs?
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Test ">C2010-023: IBM Cloud & Smarter Infrastructure Support Provider Tools and Processes
Study Guide for the certification test.
Below are the high level objectives for this exam. We recommend reviewing the Study Guide for more detailed information on the test objectives to provide a better idea of the content which will be covered on the exam.
Section 1: Cloud & Smarter Infrastructure Worldwide Customer Support Overview
Support Provider's Level 1 and Level 2 roles and responsibilities.
Options available to our customers to obtain IBM customer support.
Section 2: Support Provider's Roles and Responsibilities
Support Provider Level 1 support procedures and problem determination activities.
Support Provider's Level 2 support procedures and problem determination activities.
Section 3: Terminology
Knowledge of various IBM Support terms and definitions.
Section 4: Support Tools
Knowledgebase and Documentation
RSS feeds, IBM Support Assistant, IBM Education Assistant, Assist on Site, Support Technical Exchanges
IBM developerWorks, communities, Wikis, Webcasts and Maintenance Delivery Vehicles (MDVs) utilized by IBM support
Service Request (SR) and Ecurep
Section 5: IBM Software Support Lifecycle Policy
Enhanced and Standard Support Lifecycle policies.
EOS (End of Service)
Section 6: Accessing IBM Cloud & Smarter Infrastructure Level 2 Support Procedures
Processes for Level 1 and 2 Support Providers to access IBM Support.
IBM's standard Severity definitions and their associated response goals.
Section 7: PMR Escalation
Escalation of a PMR using the Duty Manager and CSPO process.
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