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2017 Nov IBM Official New Released M9560-670
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IBM SVP Primary Support Provider Mastery Test v1

Question No: 11

What is an Authorized Program Analysis Report (APAR)?

  1. A list of fixes which are included in new releases of products.

  2. A count of the number of open support issues listed by product.

  3. A report to IBM Development of a suspected product defect.

  4. A list of interim fixes which have been released to selected customers

Answer: C

Reference: https://public.dhe.ibm.com/partnerworld/pub/swg/tivoli/lessons/lesson_3_ibm_software_sup port_provider_tools_and_resources_v11.03.21.pdf (slide 53)

Question No: 12

Which of these is available to Primary Support Providers from IBM Customer Support, enabling their customers to be successful?

  1. A global network of support centers with expertise across their broad portfolio

  2. A global network of on-site implementation consultants with expertise across IBMs portfolio

  3. On-site IBM consultants to implement their IBM software

  4. A global network of implementation consultants with expertise across IBMs broad portfolio

Answer: A

Reference: https://public.dhe.ibm.com/partnerworld/pub/swg/tivoli/lessons/lesson_1_ibm_software_sup port_provider_overview_v11.03.21.pdf (Slide 6, second bullet)

Question No: 13

How are the Collecting Data (aka MustGather) and Analyzing Data documents used by Primary Support Providers?

  1. To gather and analyze data to resolve their customers product issues

  2. To obtain a list of known product issues

  3. To determine whether their end customer has valid support

  4. Primary Support Providers do not have access to these documents

Answer: A

Reference: https://public.dhe.ibm.com/partnerworld/pub/swg/tivoli/lessons/lesson_2_ibm_software_sup port_provider_processes_and_practices_v11.03.21.pdf (slide 16)

Question No: 14

How should a Primary Support Provider find whether a specific version of an IBM product has an Active support status?

  1. Open a Problem Management Report (PMR) with IBM Customer Support

  2. Consult the IBM Software Support Lifecycle website

  3. Ask their customer

  4. Post the question on an on-line forum.

Answer: B

Reference: http://www-01.ibm.com/software/support/lifecycle/

Question No: 15

What actions does the Service Request (SR) Portal allow a Primary Support Provider to perform?

  1. View closed Problem Management Records (PMRs) online, transfer ownership to IBM, provide an overview of the customers software problem and environment.

  2. Transfer ownership to IBM, review their customer#39;s entitlement online, view all open PMRs for their customers.

  3. View all open PMRs for their customers, communicate with IBM Development, describe the customers software problem and environment.

  4. View closed PMRs online, view all open PMRs for their customers, describe the customer#39;s software problem and environment.

Answer: C

Reference: e https://public.dhe.ibm.com/partnerworld/pub/swg/tivoli/lessons/lesson_3_ibm_software_sup port_provider_tools_and_resources_v11.03.21.pdf (slide 7)

Question No: 16

During the problem determination analysis, the Primary Support Provider should apply their knowledge about which items?

  1. Patches, software updates, fix packs

  2. Software Updates, historical feedback, customer satisfaction survey

  3. Historical Feedback, monthly report of incidents, fix packs and major releases

  4. Patches, monthly report of incidents, software updates

Answer: A

Reference: https://public.dhe.ibm.com/partnerworld/pub/swg/tivoli/lessons/lesson_2_ibm_software_sup port_provider_processes_and_practices_v11.03.21.pdf (Slide 12)

Question No: 17

During the problem determination analysis, which pieces of information are imperative to collect from customers in order to verify the problem?

  1. Contact information for troubleshooting and customer log/error message history

  2. Log/error message history and verification of the program version and operating system

  3. Contact information for troubleshooting and customer time and effort spent on resolving issue

  4. Review of other customers who have experienced similar situations and time and effort spent on resolving the issue

Answer: B

Reference: https://public.dhe.ibm.com/partnerworld/pub/swg/tivoli/lessons/lesson_2_ibm_software_sup port_provider_processes_and_practices_v11.03.21.pdf (slide 12)

Question No: 18

What is the recommended IBM technology that may be used to view and control remote environments in order to troubleshoot an issue?

  1. Same time

  2. Fix Central

  3. Assist On-Site

  4. Electronic Service Request

Answer: C

Reference: http://www-304.ibm.com/support/assistonsite/

Question No: 19

Which of the following is a way to validate that a customer is eligible for support?

  1. Priority Level

  2. Analyst#39;s Discretion

  3. Support Entitlement

  4. Passport Advantage

Answer: A

Reference: https://public.dhe.ibm.com/partnerworld/pub/swg/tivoli/lessons/lesson_2_ibm_software_sup port_provider_processes_and_practices_v11.03.21.pdf (Slide 5)

Question No: 20

How should a Primary Support Provider respond to an aggressive customer who is waiting for a product fix?

  1. Hang up

  2. Tell them IBM Customer Support has let you down

  3. Stay calm and reset their expectations

  4. Tell them IBM Customer Support will probably provide a fix soon

Answer: C

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