IBM Tivoli Support Provider Tools and Processes

Vendor: IBM
Exam Code: C2010-023
Exam Name: IBM Tivoli Support Provider Tools and Processes

QUESTION 1
Which two resources are available on the IBM developerWorks website? (Choose two.)

A.    Latest test fixes released by development.
B.    Software licenses for proof of concept installs.
C.    Web-based community forums and Wiki pages.
D.    List of new features still under development for each product.
E.    Technical tutorials and demos for developers and administrators.

Answer: CE

QUESTION 2
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

QUESTION 3
IBM Software Support Feeds allow one to stay up-to-date with the latest content created for specific IBM Software products. Which two statements are true? (Choose two.)

A.    feeds can include IBM stock prices
B.    feeds can be filtered using keywords
C.    feeds are updated several times a day
D.    feeds are delivered using IBM proprietary standards
E.    feeds may be customized to include PMR information

Answer: BC

QUESTION 4
What is Assist On-Site?

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

Answer: C

QUESTION 5
To access ESR/SR and open a PMR on behalf of an end user, what are two requirements? (Choose two)

A.    approval from the End User
B.    the customer’s Telephone number
C.    the customer’s contact name and address
D.    to be registered with IBM and have a login ID
E.    to be setup as an Authorized User or a Site Technical Contact

Answer: DE

QUESTION 6
Which two statements are true of Interim Fix (IF) Maintenance Delivery Vehicles? (Choose two.)

A.    Interim Fixes are formally tested and fully supported by IBM.
B.    Interim Fixes are uncertified fixes that may be used for testing only.
C.    Interim Fixes are installable packages which include one or more APAR fixes.
D.    Interim Fixes are not published on the IBM website and must be requested from support.
E.    Interim Fixes do not contain any documentation, Readme files or installation instructions.

Answer: AC

QUESTION 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

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