IBM Tivoli Support Provider Tools and Processes Set 1

1.

Which Maintenance Delivery Vehicles (MDVs) provides a cumulative, fully supported and formally tested software maintenance package of APAR fixes?

FITS Test Fix Fix Pack Limited Availability Interim Fix

2.

What is Assist On-Site?

An IBM education program used to create and deliver client customized training. An IBM dedicated resource who resides at the client's site to advise on technical issues. An IBM web based technology used to troubleshoot by viewing or controlling a remote system. An IBM team of support engineers that travel to customer locations to resolve critical problems.

3.

What is the minimum length of time that technical support will be offered for certain products under the Enhance IBM Support Lifecycle policy?

a minimum of 5 months after the publishing of a notice of support discontinuance End of Support a minimum of 5 years beginning at the planned availability date of the version/release of the product a minimum of 3 years beginning at the planned availability date of the version/release of the product A minimum of 3 years beginning plus an additional 12 months only for customers who are migrating toa supported version of the product

4.

Which IBM PMR Severity definition could be described as "A non-critical software component is malfunctioning, causing minimal impact, or a non-technical request is made"?

Severity 1 Severity 2 Severity 3 Severity 4

5.

Which method is used to request assistance from IBM Tivoli Support for an end customer with support maintenance?

Support Provider should ask the end customer to call IBM support and create a PMR using the clients IBM Customer Number (ICN). Support Provider should open a PMR in ESR/SR using the clients ICN. Support Provider must e-mail IBM support and ask to have a PMR created. Support Provider should call IBM support and create a PMR using the Support Providers ICN.

6.

Which is a diagnostic tool provided by IBM?

Debugger Log Analyzer Beyondcompare Integrity Analyzer

7.

Which statement best describes the Test Fix Maintenance Delivery Vehicle?

Test fixes may only be released on one fixed date each quarter. Test fixes include enhancements or new features for the product. Test fixes are announced by IBM and can be downloaded on the IBM website. Test fixes may be file replacements without formal packaging or documentation.

8.

What do Support Technical Exchange (STEs) webcasts provide?

only post deployment information hints and tips which are seen in the field fee based education utilizing pre-recorded webcasts pre-recorded webcasts which do not allow for Q&A with subject matter experts

9.

Which IBM website provides community-based resources, such as forums, blogs and wikis concerning IBM products?

developerWorks Information Center Passport Advantage Electronic Service Request

10.

What is the IBM Education Assistant tool?

a collection of multimedia educational modules a online chat tool used to assist users with training questions an online tool used to locate available IBM Training courses worldwide a collection of sample tests which assist users in preparing for IBM certifications

IBM Tivoli Support Provider Tools and Processes Set 1

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IBM Tivoli Support Provider Tools and Processes Set 1

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