IBM M9560-670 - IBM SVP Primary Support Provider Mastery Test v1 Exam
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Total 25 questions
Question #6 (Topic: )
When troubleshooting, it is imperative to gather log files from what time period?
A. After the issue occurred
B. Before the issue occurred
C. When the issued occurred
D. One month before and one month after the issue occurred
Answer: B
Question #7 (Topic: )
Are Primary Support Providers expected to know how to submit content?
A. Yes, in all instances
B. Yes, but only for certain products
C. Yes, but only for certain customers
D. No
Answer: A
Question #8 (Topic: )
How can Primary Support Providers contribute to the IBM Knowledge base?
A. By calling their local IBM office and leaving a recorded message
B. By completing and submitting the Submit Knowledge form on the IBM developerWorks Wiki
C. By sending an email with their knowledge contribution to IBM Customer Support
D. Primary Support Providers are not able to contribute to the IBM Knowledge base
Answer: B
Question #9 (Topic: )
What is required of the customer when a Primary Support Provider wishes to escalate an
issue to IBM Customer Support?
issue to IBM Customer Support?
A. The customer must open a Problem Management Report (PMR) through the Service Request (SR) Portal.
B. The customer must grant IBM Customer Support access to their systems so they can upgrade their software.
C. There is no customer requirement, the Primary Support Provider will escalate the issue to IBM Customer Support
D. The customer must install the latest version and patches of the software before IBM Customer Support can be engaged.
Answer: C
Question #10 (Topic: )
What are the next steps after a Primary Support Provider has determined their customer
has encountered a product defect?
has encountered a product defect?
A. The Primary Support Provider should contact IBM Customer Support to ask if a fix is available.
B. The customer should contact IBM Customer Support to ask if a fix is available
C. The Primary Support Provider should review available fixes and, if one is found, provide it to their customer, without IBM escalation.
D. The Primary Support Provider should inform their customer that the defect will probably be addressed in the next major product release.
Answer: C
