IBM SVP Primary Support Provider Mastery Test v1

1.

When troubleshooting, it is imperative to gather log files from what time period?

After the issue occurred Before the issue occurred When the issued occurred One month before and one month after the issue occurred

2.

What is required of the customer when a Primary Support Provider wishes to escalate an issue to IBM Customer Support?

The customer must open a Problem Management Report (PMR) through the Service
Request (SR) Portal. The customer must grant IBM Customer Support access to their systems so they canupgrade their software. There is no customer requirement, the Primary Support Provider will escalate the issue toIBM Customer Support The customer must install the latest version and patches of the software before IBMCustomer Support can be engaged.

3.

What steps should a Primary Support Provider take before escalating an issue to IBM Customer Support1?

Ask the customer to download product documentation Forward emails from the customer to IBM Customer Support Run IBM Support Assistant Lite, get all MustGather information, search the IBMKnowledge Base All of the above

4.

Which upload protocols are supported by the ECuRep Tool?

SCP, TCP, FTP and Secure FTP TCP, UUCP, HTTP and HTTPS E-mail, HTTP and HTTPS, FTP and Secure FTP E-mail, UUCP, SCP, TCP

5.

Which of these best describes a Primary Support Provider's Level 1 Customer Support responsibilities?

Taking the first support call from their customer and escalating it to IBM Logging all calls in a call tracking system and utilizing the tools available to troubleshootthe issue. Testing new software versions of IBM products and communicating the release of saidsoftware to customers that have purchased the software from IBM. Incorporating and testing any program fix provided by IBM Customer Support (asappropriate), and delivering or communicating the problem resolution, bypass, circumvention,
or other notice of restriction to the customer.

6.

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

A global network of support centers with expertise across their broad portfolio A global network of on-site implementation consultants with expertise across IBMsportfolio On-site IBM consultants to implement their IBM software A global network of implementation consultants with expertise across IBMs broadportfolio

7.

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

Same time Fix Central Assist On-Site Electronic Service Request

8.

Which party owns the responsibility of communicating a Problem Management Record (PMR) solution to the end customer?

The Primary Support Provider will provide the final solution to the customer because they own the relationship with the customer Since they are most familiar with the code, the IBM Developer will provide the finalsolution to the customer The IBM Customer Support engineer will provide the final solution to the customer,because they own the relationship with the customer. Because both parties have a case open on the issue, the Primary Support Provider and theIBM Customer Support engineer are required to jointly present the final solution to the
customer

9.

When should a Primary Support Provider use the telephone to communicate with a customer that has logged a support call with them?

When the customer has to be told bad news When the customer is in a different time zone When the message includes links to documentation When the message has to be conveyed to more than one person

10.

What are the next steps after a Primary Support Provider has determined their customer has encountered a product defect?

The Primary Support Provider should contact IBM Customer Support to ask if a fix is
available. The customer should contact IBM Customer Support to ask if a fix is available The Primary Support Provider should review available fixes and, if one is found, provide itto their customer, without IBM escalation. The Primary Support Provider should inform their customer that the defect will probablybe addressed in the next major product release.

IBM SVP Primary Support Provider Mastery Test v1

Answer & Solution

Answer: Option B

Solution:

Answer & Solution

Answer: Option B

Solution:

Answer & Solution

Answer: Option B

Solution:

Answer & Solution

Answer: Option B

Solution:

Answer & Solution

Answer: Option B

Solution:

Answer & Solution

Answer: Option B

Solution:

Answer & Solution

Answer: Option B

Solution:

Answer & Solution

Answer: Option B

Solution:

Answer & Solution

Answer: Option B

Solution:

Answer & Solution

Answer: Option B

Solution:

Congratulations

COMPANY

Products

OTHERS

Partner

IBM SVP Primary Support Provider Mastery Test v1

Answer & Solution

Answer: Option B

Solution:

Answer & Solution

Answer: Option B

Solution:

Answer & Solution

Answer: Option B

Solution:

Answer & Solution

Answer: Option B

Solution:

Answer & Solution

Answer: Option B

Solution:

Answer & Solution

Answer: Option B

Solution:

Answer & Solution

Answer: Option B

Solution:

Answer & Solution

Answer: Option B

Solution:

Answer & Solution

Answer: Option B

Solution:

Answer & Solution

Answer: Option B

Solution:

Congratulations

Detail Form

COMPANY

Products

OTHERS

Partner