IBM Tivoli Support Provider Tools and Processes

1.

Prior to escalating an issue to IBM Tivoli Support, which action should the Level 2 support provider take?

Reboot the production server. Verify Operating System is fully patched. Delete current log file to allow new logs to be created. Use debugging tools to capture detailed problem information.

2.

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

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 to asupported version of the product

3.

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?

Primary Contact IBM Tivoli Support Passport Advantage Site Technical Contact

4.

What is the name of the technical manuals that provide positioning and guidance, installation and implementation experiences, typical solution scenarios, and step-by-step how-to instructions?

Redbook TechNote product white papers Tivoli Reference Guides

5.

What does the acronym ICN stand for?

Identity Country Name Internal Contact Name IBM Customer Number Identification Correspondence Number

6.

When a PMR gets assigned a FITS ID which statement is true?

A Bug ID will be associated with the ticket. A report of the suspected defect is forwarded to IBM Tivoli development. The customer should expect daily updates from IBM Tivoli Support regarding the issue. The associated PMR is closed, and the customer should request updates from their Account Manager.

7.

If an individual needs to search knowledge for several products in one step, how can this be done?

use the product selector dialog to select All perform separate searches for each product enter the keywords in for a search, without selecting a product go to the search dialog for task types and select up to 5 products

8.

Based upon user feedback of the IBM Support Assistant tool, what increased resolution time have they observed?

0% 0% 0% 0%

9.

How many PMRs and APARs is a customer allowed to open after the effective date of End of Support for a product?

No new APARs or PMRs may be reported. A total of 12 APARs and 12 PMRs, one per month for twelve months. No new APARs or PMRs may be reported 12 months prior to the End of Support date. A total of 12 APARs and 12 PMRs, one per month for twelve months only if they have paid forenhanced support.

10.

When searching the knowledge base on the IBM Support website, what is the best search strategy for finding targeted information?

Select just one product and only one keyword. Select the product, operating system and a date range. Target a wide set of records, by using just one keyword. Select the product(s) and other specific criteria for which a solution is required.

IBM Tivoli Support Provider Tools and Processes

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