IBM M9560-670 - IBM SVP Primary Support Provider Mastery Test v1 Exam
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Total 25 questions
Question #11 (Topic: )
What is an Authorized Program Analysis Report (APAR)?
A. A list of fixes which are included in new releases of products.
B. A count of the number of open support issues listed by product.
C. A report to IBM Development of a suspected product defect.
D. A list of interim fixes which have been released to selected customers
Answer: C
Question #12 (Topic: )
Which of these is available to Primary Support Providers from IBM Customer Support,
enabling their customers to be successful?
enabling their customers to be successful?
A. A global network of support centers with expertise across their broad portfolio
B. A global network of on-site implementation consultants with expertise across IBMs portfolio
C. On-site IBM consultants to implement their IBM software
D. A global network of implementation consultants with expertise across IBMs broad portfolio
Answer: A
Question #13 (Topic: )
How are the Collecting Data (aka MustGather) and Analyzing Data documents used by
Primary Support Providers?
Primary Support Providers?
A. To gather and analyze data to resolve their customers product issues
B. To obtain a list of known product issues
C. To determine whether their end customer has valid support
D. Primary Support Providers do not have access to these documents
Answer: A
Question #14 (Topic: )
How should a Primary Support Provider find whether a specific version of an IBM product
has an Active support status?
has an Active support status?
A. Open a Problem Management Report (PMR) with IBM Customer Support
B. Consult the IBM Software Support Lifecycle website
C. Ask their customer
D. Post the question on an on-line forum.
Answer: B
Question #15 (Topic: )
What actions does the Service Request (SR) Portal allow a Primary Support Provider to
perform?
perform?
A. View closed Problem Management Records (PMRs) online, transfer ownership to IBM, provide an overview of the customers software problem and environment.
B. Transfer ownership to IBM, review their customer's entitlement online, view all open PMRs for their customers.
C. View all open PMRs for their customers, communicate with IBM Development, describe the customers software problem and environment.
D. View closed PMRs online, view all open PMRs for their customers, describe the customer's software problem and environment.
Answer: C
