A support provider opens a PMR for a customer. Who is the owner of the issue?
A. customer
B. support provider
C. account manager
D. IBM Tivoli Support
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
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?
A. Primary Contact
B. IBM Tivoli Support
C. Passport Advantage
D. Site Technical Contact
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.
Which two resources are available on the IBM developerWorks website? (Choose two.)
A. Latest test fixes released by development.
B. Software licenses for proof of concept installs.
C. Web-based community forums and Wiki pages.
D. List of new features still under development for each product.
E. Technical tutorials and demos for developers and administrators.
Which IBM PMR Severity definition could be described as "A non-critical software component is malfunctioning, causing minimal impact, or a non-technical request is made"?
A. Severity 1
B. Severity 2
C. Severity 3
D. Severity 4
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
What do Support Technical Exchange (STEs) webcasts provide?
A. only post deployment information
B. hints and tips which are seen in the field
C. fee based education utilizing pre-recorded webcasts
D. pre-recorded webcasts which do not allow for QandA with subject matter experts
What is a requirement for an end customer when a support provider wishes to escalate an issue to IBM Tivoli Support?
A. The end customer must open a PMR, since only the customer has access to IBM Tivoli Support.
B. The end customer must give IBM Support access to their systems, so IBM can upgrade their software.
C. There is no requirement of the customer, as the support provider will escalate the issue to IBM Tivoli Support.
D. The end customer must install the latest version and patches of the product before IBM Tivoli Support will accept a PMR.
