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

A. script

B. dumps

C. traces

D. file name

E. incident history

Which information does the IBM Information Center provide?

A. How to access and download IBM software.

B. How to change a customer's Primary Contact information.

C. Task oriented How To instructions and reference material.

D. Updated information regarding PMRs you have opened with IBM Tivoli Support.

What is Assist On-Site?

A. An IBM education program used to create and deliver client customized training.

B. An IBM dedicated resource who resides at the client's site to advise on technical issues.

C. An IBM web based technology used to troubleshoot by viewing or controlling a remote system.

D. An IBM team of support engineers that travel to customer locations to resolve critical problems.

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

A. approval from the End User

B. the customer's Telephone number

C. the customer's contact name and address

D. to be registered with IBM and have a login ID

E. to be setup as an Authorized User or a Site Technical Contact

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

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

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

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

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

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

A. There is no resolution given to the support provider, because they are not eligible receive defect support.

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

C. 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.

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

E. 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 concurrence from the support provider.

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

Which is a diagnostic tool provided by IBM?

A. Debugger

B. Log Analyzer

C. Beyondcompare

D. Integrity Analyzer

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

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

A. a minimum of 5 months after the publishing of a notice of support discontinuance (End of Support)

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

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

D. a minimum of 3 years beginning plus an additional 12 months only for customers who are migrating to a supported version of the product