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Exam code: 000-023
Exam name: IBM Tivoli Support Provider Tools and Processes
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IBM 000-023 Exam - Cheat-Test.com Free 000-023 Sample Questions: 1. A support provider opens a PMR for a customer. Who is the owner of this issue? A. customer B. support provider C. account manager D. IBM Tivoli Support Answer: D 2. What are three correct classifications when reporting a problem? (Choose three.) A. Software B. Hardware C. ICN Number D. Priority Level E. Response Time F. Driver and or Configuration Answer: A, B, F 3. What are two examples of diagnostic Information? (Choose two.) A. script B. dumps C. traces D. file name E. incident history Answer: B, C 4. 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? A. Primary Contact B. IBM Tivoli Support C. Passport Advantage D. Site Technical Contact Answer: D 5. Which information does the IBM Information Center provide? A. How to access and download IBM software. B. How to change a customer's Primary Contact information. C. Task oriented How to instructions and reference material. D. Updated information regarding PMRs you have opened with IBM Tivoli Support. Answer: C 6. Which Maintenance Delivery Vehicles (MDVs) provides a cumulative, fully supported and formally tested software maintenance package of APAR fixes? A. FITS B. Test Fix C. Fix Pack D. Limited Availability Interim Fix Answer: C 7. Based upon user feedback of the IBM Support Assistant tool, what increased resolution time have they observed? A. 2% B. 5% C. 10% D. 15% Answer: C 8. What is the IBM Tivoli Support response goal for severity 1 PMRs? A. within 1 hour B. within 2 hours C. within 30 minutes D. within 90 minutes Answer: B 9. Which item can be sent to a Support Provider using e-mail as a temporary solution? A. upgrade B. source code C. new release D. hotfix or test fix Answer: D 10. Which is a way to validate that a customer is eligible for support? A. Priority Level B. Analyst's Discretion C. Support Entitlement D. Passport Advantage Answer: C

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