000-023

Exam number:000-023
Exam name:IBM Tivoli Support Provider Tools and Processes
Vendor:ibm
latest update: july 17th 2009

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Test information:
Number of questions: 28
Time allowed in minutes: 60
Required passing score: 78%

Sample / Assessment test:
Test your knowledge prior to taguide the test.

Related certifications:
IBM Certified Support Associate – Tivoli Support Provider Tools and Processes
Section 1: Tivoli Worldwide Customer Support Overview
Support Provider?s Level 1 and Level 2 roles and responsibilities.
Options available to our customers to obtain IBM customer support.
Section 2: Support Provider?s Roles and Responsibilities
Support Provider Level 1 support procedures and problem determination activities.
Support Provider?s Level 2 support procedures and problem determination activities.
Section 3: Terminology
Knowledge of various IBM Tivoli Support terms and definitions.
Section 4: Support Tools
Knowledgebase and Documentation

@RSSfeeds, IBM Support Assistant, IBM Education Assistant, Assist on Site, Support Technical Exchanges
IBM developerWorks and communities such as Wikis and Webcasts

@Maintenance Delivery Vehicles (MDVs) utilized by Tivoli support
ESR/SR and Ecurep
Section 5: IBM Software Support Lifecycle Policy
Enhanced and Standard Support Lifecycle policies.
EOS (End of Service)
Section 6: Accessing IBM Tivoli Level 2 Support Procedures
Processes for Level 1 and 2 Support Providers to access IBM Tivoli Support.

@IBM Tivoli’s standard Severity definitions and their associated response goals.
Section 7: PMR Escalation
Escalation of a PMR using the Duty Manager and CSPO process.

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