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IBM > M9560-670 Exam Q/A and Practice Software



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IBM M9560-670

IBM SVP Primary Support Provider Mastery Test v1

Questions and Answers : 25
Q&A Update On : November 17, 2017
File Format : PDF
Windows Compatibility : Windows 10/8/7/Vista/2000/XP/98
Mac Compatibility : All Versions including iOS 4/5/6/7
Android : All Android Versions
Linux : All Linux Versions
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IBM M9560-670

IBM SVP Primary Support Provider Mastery Test v1

Exam Simulator Q&A : 25
Q&A Update On : November 17, 2017
File Format : Installable Setup (.EXE)
Windows Compatibility : Windows 10/8/7/Vista/2000/XP/98
Mac Compatibility : Through Wine, Virtual Computer, Dual Boot
Exam Simulator Software
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IBM M9560-670

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    IBM M9560-670 (IBM SVP Primary Support Provider Mastery Test v1)

    Questions and Answers : 25
    Q&A Update On : November 17, 2017
    File Format : PDF
    Windows Compatibility : Windows 10/8/7/Vista/2000/XP/98
    Mac Compatibility : All Versions including iOS 4/5/6/7
    Android : All Android Versions
    Linux : All Linux Versions
    Download M9560-670 Sample Questions

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  • Exam Simulator Software

    IBM M9560-670 (IBM SVP Primary Support Provider Mastery Test v1)

    Exam Simulator Q&A : 25
    Q&A Update On : November 17, 2017
    File Format : Installable Setup (.EXE)
    Windows Compatibility : Windows 10/8/7/Vista/2000/XP/98
    Mac Compatibility : Through Wine, Virtual Computer, Dual Boot
    Download Software Exam Simulator Software
    Download M9560-670 Sample Exam Simulator Exam Simulator Installation Guide

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M9560-670 Questions and Answers

M9560-670


D. Because both parties have a case open on the issue, the Primary Support Provider and the IBM Customer Support engineer are required to jointly present the final solution to the customer


Answer: A


Reference: https://public.dhe.ibm.com/partnerworld/pub/swg/tivoli/lessons/lesson_1_ibm_softwar e_sup port_provider_overview_v11.03.21.pdf (slide 11)


QUESTION: 22

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


  1. Contact information for troubleshooting and customer log/error message history

  2. Log/error message history and verification of the program version and operating system

  3. Contact information for troubleshooting and customer time and effort spent on resolving issue

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


Answer: B


Reference: https://public.dhe.ibm.com/partnerworld/pub/swg/tivoli/lessons/lesson_2_ibm_softwar e_sup port_provider_processes_and_practices_v11.03.21.pdf (slide 12)


QUESTION: 23

Which of these best describes a Primary Support Provider's Level 1 Customer Support responsibilities?


  1. Taking the first support call from their customer and escalating it to IBM

  2. Logging all calls in a call tracking system and utilizing the tools available to troubleshoot the issue.

  3. Testing new software versions of IBM products and communicating the release of said software to customers that have purchased the software from IBM.

  4. Incorporating and testing any program fix provided by IBM Customer Support (as


appropriate), and delivering or communicating the problem resolution, bypass, circumvention, or other notice of restriction to the customer.


Answer: B


Reference: https://public.dhe.ibm.com/partnerworld/pub/swg/tivoli/lessons/lesson_1_ibm_softwar e_sup port_provider_overview_v11.03.21.pdf


QUESTION: 24

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


  1. Hang up

  2. Tell them IBM Customer Support has let you down

  3. Stay calm and reset their expectations

  4. Tell them IBM Customer Support will probably provide a fix soon


Answer: C


QUESTION: 25

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


  1. Priority Level

  2. Analyst's Discretion

  3. Support Entitlement

  4. Passport Advantage


Answer: A


Reference: https://public.dhe.ibm.com/partnerworld/pub/swg/tivoli/lessons/lesson_2_ibm_softwar e_sup port_provider_processes_and_practices_v11.03.21.pdf (Slide 5)

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