C9560-023 IBM Cloud & Smarter Infrastructure Support Provider Tools and Processes

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Number of questions: 28
Number of questions to pass: 22
Time allowed: 60 mins
Status: Live

This exam consists of 7 sections described below.

Section 1: Cloud & Smarter Infrastructure 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 Support terms and definitions.

Section 4: Support Tools
Knowledgebase and Documentation
RSS feeds, IBM Support Assistant, IBM Education Assistant, Assist on Site, Support Technical Exchanges
IBM developerWorks, communities, Wikis, Webcasts and Maintenance Delivery Vehicles (MDVs) utilized by IBM support
Service Request (SR) and Ecurep

Section 5: IBM Software Support Lifecycle Policy
Enhanced and Standard Support Lifecycle policies.
EOS (End of Service)

Section 6: Accessing IBM Cloud & Smarter Infrastructure Level 2 Support Procedures
Processes for Level 1 and 2 Support Providers to access IBM Support.
IBM’s standard Severity definitions and their associated response goals.

Section 7: PMR Escalation
Escalation of a PMR using the Duty Manager and CSPO process.

This exam has an Assessment Exam option: A9560-023 Assessment: IBM Cloud & Smarter Infrastructure Support Provider Tools and Processes

Assessment exams are web-based exams that provides you, at a cheaper costs, the ability to check your skills before taking the certification exam.
This assessment exam is available in: English

Passing the exam does not award you a certification, and it is only used to help you assess if you are ready or not to take the certification exam.

You can register for it at Pearson VUE and it will provide you a score report, showing you how you did in each section.

The resources below are offered to assist a support provider to prepare for the IBM Certified Support Associate – Cloud & Smarter Infrastructure Support Providers Tools and Processes certification.

Four presentations for preparation:
IBM Software Support Provider Overview
IBM Software Support Provider Processes and Practices
IBM Software Support Provider Tools and Resources
IBM Software Support Provider Best Practices

Overview
PartnerWorld Code: 24900401
Replaces PW Code: Not Applicable

Status: Live
An IBM Certified Support Associate in the area of IBM Cloud & Smarter Infrastructure Support Provider Tools and Processes is responsible for addressing a variety of inquiries or requests for service from their customers. The support provider is responsible for the ownership and resolution of these inquiries and may work with IBM Tivoli Support where appropriate to resolve them.

Recommended Prerequisite Skills

Utilize internal support provider tools and resources to attempt to resolve the customer issue prior to escalation to IBM Tivoli Support. Skill Level – 3
Utilize Electronic Service Request (ESR) to request assistance from IBM Tivoli Support. Skill Level – 2
Utilize IBM problem diagnostic tools and technologies such as IBM Support Assistant and Assist On Site. Skill Level – 2
Utilize on-line resources such as TechNotes, product manuals, Redbooks, whitepapers, IBM Tivoli Support websites, etc. Skill Level – 2
Utilize on-line training resources such as Support Technical Exchanges (STEs) and IBM Education Assistant (IEA) to expand product knowledge. Skill Level – 2
Demonstrate knowledge of the Support Providers Level 1 and Level 2 responsibilities. Skill Level – 3
Demonstrate effective communication with their customer and IBM Tivoli Support. Skill Level – 3
Demonstrate problem management and ownership in accordance with the Tivoli Support Provider process. Skill Level – 3
Demonstrate knowledge of IBM’s internal support structure and processes. Skill Level – 2
Demonstrate knowledge of IBM’s Product Life Cycle Policy. Skill Level – 2
Demonstrate knowledge of IBM’s severity definitions and response criteria. Skill Level – 2
Demonstrate knowledge of IBM’s software and maintenance delivery vehicles. Skill Level – 2
Demonstrate knowledge of escalation processes including Duty Manager and CSPO processes. Skill Level – 1

This individual will be expected to perform these tasks with limited assistance from peers or support resources.
Skill Level:
1 – Basic Skill/Knowledge: Familiarity with basic functionality and concepts, may need to rely on assistance from documentation or other resources.
2 – Working Skill/Knowledge: Working knowledge of functionality and concepts, can use product or explain concepts with little or no assistance.
3 – Advanced Skill/Knowledge: Substantial experience with functionality or concepts, can teach others how to use functionality or explain concepts.
4 – Expert Skill/Knowledge: Extensive and comprehensive experience with functionality or concepts, can create or customize code, architecture, or processes.

Requirements
This certification requires 1 exam

Exam Required:
Click on the link below to see exam details, exam objectives, suggested training and sample tests.

C9560-023 – IBM Cloud & Smarter Infrastructure Support Provider Tools and Processes

Related Exams
C9560-023 – IBM Cloud & Smarter Infrastructure Support Provider Tools and Processes


QUESTION 1
Which is a diagnostic tool provided by IBM?

A. Debugger
B. Log Analyzer
C. Beyondcompare
D. Integrity Analyzer

Answer: B


QUESTION 2
What is the minimum length of time that technical support will be offered for certain products under the Enhance IBM Support Lifecycle policy?

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

Answer: B


QUESTION 3
What is the IBM Tivoli Support response goal for severity 1 PMRs outside business hours?

A. within 1 hour
B. within 2 hours
C. within 30 minutes
D. within 90 minutes

Answer: B


QUESTION 4
Which two statements define the process to resolve an end users issues which are caused by product defects? (Choose two.)

A. There is no resolution given to the support provider, because they are not eligible receive defect support.
B. The end customer is responsible for contacting IBM Development to receive any software fixes needed for their installations.
C. The Support Provider will review generally available fixes and, if a fix is found, provide it to the customer and confirm resolution, without IBM escalation.
D. The IBM Tivoli L2 support engineer will work with their developers to determine a fix and will notify the support provider of the fix, and the support provider will provide it to the customer.
E. As standard practice the IBM Tivoli Level 2 (L2) support engineer will close the PMR once an
APAR has been logged, since L2 support does not write any code changes without concurrence from the support provider.

Answer: C,D


QUESTION 5
Which two pieces of information must the Level 2 support provider include when opening a PMR with IBM Tivoli Support? (Choose two.)

A. product license file
B. system shadow password file
C. relevant product configuration files
D. product entitlement contact number
E. log files from when the issue occurred

Answer: C,E

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