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000-023 Questions and Answers
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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?
What are two examples of diagnostic Information? (Choose two.)
Answer: B, C
The Site Technical Contact (STC) is responsible for support compliance for the end customers site. What are two additional responsibilities of the STC? (Choose two.)
Maintains authorizations to support-related web and tool access.
Approving nominations for access to ESR/SR on an individual basis.
Maintains authorizations to access Tivoli frequently asked questions.
Approving IBM Tivoli Support PMRs for escalation to the development team.
Approving IBM Tivoli Support engineers access to customer support tickets.
Answer: A, B
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?
IBM Tivoli Support
Site Technical Contact
Which information does the IBM Information Center provide?
How to access and download IBM software.
How to change a customer's Primary Contact information.
Task oriented How To instructions and reference material.
Updated information regarding PMRs you have opened with IBM Tivoli Support.