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IBM Tivoli Support Provider Tools and Processes

Question No: 11

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

  1. customer

  2. support provider

  3. account manager

  4. IBM Tivoli Support

Answer: D

Question No: 12

If an individualneeds to search knowledge for several products in one step, how can this be done?

  1. use the product selector dialog to select All

  2. perform separate searches for each product

  3. enter the keywords in for a search, without selecting a product

  4. go to thesearch dialog for task types and select up to 5 products

Answer: D

Question No: 13

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

  1. No new APARs or PMRs may be reported.

  2. A total of 12 APARs and 12 PMRs, one per month for twelve months.

  3. No new APARs or PMRs may be reported 12 months prior to the End of Support date.

  4. A total of 12 APARs and 12 PMRs, one per month for twelve months only if they have paid for enhanced support.

Answer: B

Question No: 14

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

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

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

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

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

Answer: B

Question No: 15

Which IBM PMR Severity definition could be described as quot;A non-critical software component is malfunctioning, causing minimal impact, or a non-technical request is

madequot;?

  1. Severity 1

  2. Severity 2

  3. Severity 3

  4. Severity 4

Answer: D

Question No: 16

Which method is used to request assistance from IBM Tivoli Support for an end customer with support maintenance?

  1. Support Providershould ask the end customer to call IBM support and create a PMR using the clients IBM Customer Number (ICN).

  2. Support Provider should open a PMR in ESR/SR using the clients ICN.

  3. Support Provider must e-mail IBM support and ask to have a PMR created.

  4. Support Provider should call IBM support and create a PMR using the Support Providers ICN.

Answer: B

Question No: 17

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

  1. There is noresolution given to the support provider, because they are not eligible receive defect support.

  2. The end customer is responsible for contacting IBM Development to receive any software fixes needed for their installations.

  3. 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.

  4. The IBM Tivoli L2 support engineer will work with their developers to determine a fix and will notify the support providerof the fix, and the support provider will provide it to the customer.

  5. 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 concurrencefrom the support provider.

Answer: C,D

Question No: 18

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

  1. within 1 hour

  2. within 2 hours

  3. within 30 minutes

  4. within 90 minutes

Answer: B

Question No: 19

A Level 1 Support Provideris working on a problem for ACME Corporation in Springfield, North Carolina. The Level 1 Support Provider has instructed the customer to apply a much needed product fix to the already in production system and it has caused some unexpected results to the system. Data is being corrupted by the system. The System Administrator at ACME has halted all use of the system to ensure that data is no longer affected by this problem. Due to the critical nature of this problem the Level 1 Support Provider has reported this problem as a Severity 1 (highest) to IBM Tivoli Customer Support. The support provider has provided all the logs and information that has been requested by the IBM Tivoli Support Engineer. Several days have gone by and the Support Provider has not heard back from the engineer working on the PMR. ACME Corporation is now losing an average of $7000.00 USD per day because the maintenance crew has had to revert to a very time consuming paper system to continue their daily operation. The support provider hassent e-mails and tried calling the engineer requesting an update to the PMR but is not getting any response back. What two options are available to the support provider to receive the help they need to expedite a solution for ACME? (Choose two.)

  1. Ask for a Duty Manager by calling IBM Support.

  2. Wait another day. Calling will only slow down the resolution process and can distract Level 3

    Support from fixing the issue.

  3. Ask the IBM Sales representative to consider opening a Complaint or nominate the PMRas a Critical Situation or (Crit Sit).

  4. Call IBM and ask for the Severity to be raise to the highest level (0). That will trigger a complaint to be filed with the Customer Support Production and Operations (CSPO) team.

  5. Remove the fix was applied to the system to prevent further delays and continue to use

it.

Once the IBM Support Engineer has replied back with the proper fix then apply it to the system.

Answer: A,C

Question No: 20

IBM customer support provides information and processes designed tohelp its customers successfully use the IBM software they acquired by providing which two options to customers?

(Choose two.)

  1. fixes to known problems

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

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

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

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

Answer: A,B

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