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Exam : IBM 000-023
Title : IBM Tivoli Support
Provider Tools and
Processes
Version : Demo
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1. Which two statements are true regarding Support Provider Level 1 Customer Support?
(Choose two.)
A. Level 1 Support is responsible for taking the first support call from a Customer (during
normal business
hours, Monday - Friday in line with IBMs standard 5x8 support).
B. Level 1 Support is responsible for testing new software versions of IBM products and
communicating
the release of said software to clients that have purchased it from IBM.
C. Level 1 Support is responsible for incorporating and testing any program fix provided by
Level 3 Support
(as appropriate), and delivering or communicating the problem resolution, bypass,
circumvention, or other
notice of restriction to the End User.
D. Level 1 Support is responsible logging all calls in an electronic call management system
capable of
opening an internal PMR or other form of trouble ticket that captures and can report in
electronic format
historic information relating to a problem, from the first Call through to the resolution of the
problem.
E. Level 1 Support is responsible for logging all calls in an XML, Excel or Lotus 123 spread
sheet so that
Level 2 support can open an internal PMR or other form of trouble ticket that captures and
can report in
electronic format historic information relating to a problem, from the first call through to the
resolution of the
problem.
AnsweAnswer: CD
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 suppo