Which of the following is NOT a responsibility for the IBM Business Partner?

Which of the following is NOT a responsibility for the IBM Business Partner?A . Show the client how to use the IBM SaaS Support chat functionB . Best practices consultationC . Errors and problem resolutionD . Problem ownership, including escalation to IBM using the proper channels when necessaryView AnswerAnswer: C

September 27, 2019 No Comments READ MORE +

Which of the following is NOT true regarding the IBM Service Request (SR)?

Which of the following is NOT true regarding the IBM Service Request (SR)?A . You can submit and manage PMRs on demand 24/7B . You need to describe your software problem using a list of preferred technical termsC . You can receive email notifications when an update has been made...

September 26, 2019 No Comments READ MORE +

Business Partner?

What is considered an aspect of the support relationship for Level 1 Support delivered by the IBM Business Partner?A . Manage all communication with your End UserB . Manage End User satisfaction issueC . Obtaining additional information from the End User for debuggingD . All of the aboveView AnswerAnswer: C

September 23, 2019 No Comments READ MORE +

What is considered Level 2 Support provided by IBM to the IBM Business Partner?

What is considered Level 2 Support provided by IBM to the IBM Business Partner?A . Provide an update to the ticket only when the issue is resolvedB . For any critical issue (Severity 1) have resources available to jointly work with the Business Partner until relief can be obtainedC ....

September 21, 2019 No Comments READ MORE +

Which of the following is NOT true regarding opening a new service request in the IBM SR Tool?

Which of the following is NOT true regarding opening a new service request in the IBM SR Tool?A . “New Service Request” can be found under Service Requests & PMRsB . Complete the title and problem description of the service requestC . Severity, Request Type, Operation System, Tracking ID and...

September 6, 2019 No Comments READ MORE +

What is NOT considered a responsibility for the IBM Business Partner?

What is NOT considered a responsibility for the IBM Business Partner?A . Tracking customer incidents/cases in a tracking toolB . Logging all callsC . Opening a new ticket for every callD . Having committed response timesView AnswerAnswer: C

September 1, 2019 No Comments READ MORE +

Which of the following is NOT a listed goal for IBM Support?

Which of the following is NOT a listed goal for IBM Support?A . Rapid response to your requestsB . Defer high risk fixes to avoid impacting additional clientsC . High quality fixes and informationD . Both A and CView AnswerAnswer: B

August 30, 2019 No Comments READ MORE +

Which of the following is true regarding contacting IBM SaaS Support?

Which of the following is true regarding contacting IBM SaaS Support?A . The Support Portal should be your primary means of communicationB . SaaS Support Hours are consistent across product groupsC . A and BD . Neither A nor BView AnswerAnswer: A

August 29, 2019 No Comments READ MORE +

Ownership and Problem Resolution?

Which of the following is true when dealing with problems regarding IBM Software Support Client Ownership and Problem Resolution?A . Do not document record of your commitment to the client in the problem in case it cannot be metB . If unable to meet commitments, contact the client with an...

August 28, 2019 No Comments READ MORE +

Updating Problem Record?

Which of the following is true when dealing with problems regarding IBM Software Support Updating Problem Record?A . Ensure the personal communications have been deletedB . Ensure the problem records contain the only the original informationC . Ensure the action plans are clearly documented in problem recordsD . B and...

August 28, 2019 No Comments READ MORE +