Name: IBM M9560-670 Exam
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SKU: M9560-670
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Free IBM M9560-670 Exam Actual Questions

The questions for M9560-670 were last updated On 23-01-2018

Question #1

Which of the following is a way to validate that a customer is eligible for support?

APriority Level

BAnalyst's Discretion

CSupport Entitlement

DPassport Advantage

Reveal Solution

Correct Answer: A

https://public.dhe.ibm.com/partnerworld/pub/swg/tivoli/lessons/lesson_2_ibm_software_support_provider_processes_and_practices_v11.03.21.pdf (Slide 5)

Question #2

What actions does the Service Request (SR) Portal allow a Primary Support Provider to perform?

AView closed Problem Management Records (PMRs) online, transfer ownership to IBM, provide an overview of the customers software problem and environment.

BTransfer ownership to IBM, review their customer's entitlement online, view all open PMRs for their customers.

CView all open PMRs for their customers, communicate with IBM Development, describe the customers software problem and environment.

DView closed PMRs online, view all open PMRs for their customers, describe the customer's software problem and environment.

Reveal Solution

Correct Answer: C

e https://public.dhe.ibm.com/partnerworld/pub/swg/tivoli/lessons/lesson_3_ibm_software_support_provider_tools_and_resources_v11.03.21.pdf (slide 7)

Question #3

How should a Primary Support Provider respond to an aggressive customer who is waiting for a product fix?

AHang up

BTell them IBM Customer Support has let you down

CStay calm and reset their expectations

DTell them IBM Customer Support will probably provide a fix soon

Reveal Solution

Correct Answer: C

Question #4

How should a Primary Support Provider find whether a specific version of an IBM product has an Active support status?

AOpen a Problem Management Report (PMR) with IBM Customer Support

BConsult the IBM Software Support Lifecycle website

CAsk their customer

DPost the question on an on-line forum.

Reveal Solution

Correct Answer: B

http://www-01.ibm.com/software/support/lifecycle/

Question #5

During the problem determination analysis, which pieces of information are imperative to collect from customers in order to verify the problem?

AContact information for troubleshooting and customer log/error message history

BLog/error message history and verification of the program version and operating system

CContact information for troubleshooting and customer time and effort spent on resolving issue

DReview of other customers who have experienced similar situations and time and effort spent on resolving the issue

Reveal Solution

Correct Answer: B

https://public.dhe.ibm.com/partnerworld/pub/swg/tivoli/lessons/lesson_2_ibm_software_support_provider_processes_and_practices_v11.03.21.pdf (slide 12)

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