000-023 study guide
000-023 Exam
000-023 Exam
IBM Tivoli Support Provider Tools and Processes
Exam Number/Code : 000-023
Exam Name : IBM Tivoli Support Provider Tools and Processes
Questions and Answers : 56 Q&As
Update Time: 2010-09-08
000-023Test information:
Number of questions: 28
Time allowed in minutes: 60
Required passing score: 78%
Section 1: Tivoli Worldwide Customer Support Overview
Support Provider's Level 1 and Level 2 roles and responsibilities.
Options available to our customers to obtain IBM customer support.
Section 2: Support Provider's Roles and Responsibilities
Support Provider Level 1 support procedures and problem determination activities.
Support Provider's Level 2 support procedures and problem determination activities.
Section 3: Terminology
Knowledge of various IBM Tivoli Support terms and definitions.
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000-023 test
1. 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.
Answer: CE
2. What are two responsibilities of the Primary Site Technical Contact? (Choose two.)
A. Opening all PMRs on behalf of all their Support Analysts.
B. Downloading software from Passport Advantage for use by the end user.
C. Assigning up to nine Secondary Site Technical Contact per end user contract.
D. Uploading all End User Debug files to ESR/SR on behalf of their support analysts.
E. Accept or deny a request for a Support Provider's engineer to obtain access to an end users account.
Answer: CE
3. When searching the knowledge base on the IBM Support website, what is the best search strategy for finding targeted information?
A. Select just one product and only one keyword.
B. Select the product, operating system and a date range.
C. Target a wide set of records, by using just one keyword.
D. Select the product(s) and other specific criteria for which a solution is required.
Answer: D
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