IBM Tivoli Level 1 Support Tools and Processes (C9560-940) Free Practice Test

Question 1

Which guidelines must be followed when a FrontEnd engineer transfers a PMR to the BackEnd?

A. OneTeam guidelines

B. FastPath guidelines

C. guidelines onw3.ibm.com/oneteam

D. guidelines on Product Support page

Correct Answer: A

Explanation: Only visible for TestSimulate members. You can sign-up / login (it's free).

Question 2

A customer with a Passport Advantage contract has opened a Severityl PMR.
What is the responsiveness target for this PMR?

A. the best endeavors

B. within one hour

C. within five hours

D. within two hours

Correct Answer: D

Question 3

An engineer has found a very good match for a customer's problem, the customer has advised that the workaround provided has alleviated the problem. An APAR has been raised and closed and is included in the next release of the product.
What is your next course of action?

A. pass the call to next level of support to confirm fix

B. close the call advising of APAR details in next release

C. send customer a closure request and details of APAR

D. send customer APAR details and details of next release

Correct Answer: A

Explanation: Only visible for TestSimulate members. You can sign-up / login (it's free).

Question 4

What is the main purpose of ECuRep?

A. It is the data repository for product Component IDs.

B. It is the repository for all customer PMR data.

C. It is the data repository for manuals.

D. It is the repository for product download.

Correct Answer: B

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IBM Tivoli Level 1 Support Tools and Processes (C9560-940) Free Practice Test