The ESR/SR tool is used to open, update and report on PMRs online. Whose responsibility is it to grant and deny access to the ESR/SR?

A. Primary Contact

B. IBM Tivoli Support

C. Passport Advantage

D. Site Technical Contact

Which two resources are available on the IBM developerWorks website? (Choose two.)

A. Latest test fixes released by development.

B. Software licenses for proof of concept installs.

C. Web-based community forums and Wiki pages.

D. List of new features still under development for each product.

E. Technical tutorials and demos for developers and administrators.

Which Maintenance Delivery Vehicles (MDVs) provides a cumulative, fully supported and formally tested software maintenance package of APAR fixes?

A. FITS

B. Test Fix

C. Fix Pack

D. Limited Availability Interim Fix

At the end of each knowledge document on the IBM Support website is a survey known as Document Level Feedback. In what way is this used?

A. They define how well the web interface is delivering the right information.

B. Comments are sent to the content creator to improve existing documents.

C. These are summarized for assessing the usability of the product interface.

D. Allows the individual to request additional information from the knowledge author.

Which IBM website provides community-based resources, such as forums, blogs and wikis concerning IBM products?

A. developerWorks

B. Information Center

C. Passport Advantage

D. Electronic Service Request

What is the IBM Education Assistant tool?

A. a collection of multimedia educational modules

B. a online chat tool used to assist users with training questions

C. an online tool used to locate available IBM Training courses worldwide

D. a collection of sample tests which assist users in preparing for IBM certifications

Which two statements are true of Passport Advantage? (Choose two.)

A. Passport Advantage is only used to download Fix Packs.

B. The end customers Primary Contact must authorize any self-nomination for access to Passport Advantage.

C. The end customer is unable to download software until a Business Partner authorizes access to Passport Advantage.

D. Business Partners automatically receive access to Passport Advantage on behalf of their clients once software is purchased.

E. Business Partners may request access to Passport Advantage from their end customers, in order to download software on the clients behalf.

Which two statements are true pertaining End of Support? (Choose two.)

A. There are no follow-on products with the same product identifier.

B. This is the date at which IBM will no longer provide Technical (defect or non-defect) Support.

C. This is the date at which IBM will no longer provide product fixes but will provide phone support only.

D. This is the date at which IBM will no longer provide Level 3 support, but will provide Level 1 and 2 support.

E. Follow-on products with the X.X.X.X.ext product identifier will receive product support after they have purchased it using their IBM representative.

What is the minimum length of time that technical support will be offered for certain products under the standard IBM Support Lifecycle?

A. a minimum of 5 months after the publishing of a notice of support discontinuance (End of Support)

B. a minimum of 5 years beginning at the planned availability date of the version/release of the product

C. a minimum of 3 years beginning at the planned availability date of the version/release of the product

D. a minimum of 3 years beginning plus an additional 12 months only for customers who are migrating to a supported version of the product

What is the IBM Tivoli Support response goal for severity 1 PMRs outside business hours?

A. within 1 hour

B. within 2 hours

C. within 30 minutes

D. within 90 minutes