Free IBM P9560-043 Exam Dumps Questions & Answers

Which of the following is NOT true regarding the escalation process?

• A.  Include in the body, the reason for the escalation request on the previously submitted tickets (Please also include Client ID that was used to open the ticket), so we may prioritize your requests accordingly
• B.  To begin the process, you must submit a NEW ticket through http://support.ibmcloud.com with the issue summary line of "Escalation"
• C.  It is okay to request an escalation through a comment in an open ticket or forward a tracking system e-mail that you have already received as a response
• D.  Include in the body, the ticket number needing escalation in the format of 5377-XXXXXXX

Which of the following is NOT included when opening a Problem Management Record (PMR) in the IBM SR Tool?

• A.  Operating system where the failure is occuring
• B.  Requested date and time that the end user wants the issue resolved
• C.  Actions taken to resolve
• D.  Business impact

Which of the following is true regarding the escalation process for IBM Software Support?

• A.  Crit Sit or Critical Situation is always used when escalation a process
• B.  A non-technical escalation process occurs when the information and resolution provided by IBM Support has not been accepted
• C.  A technical escalation process occurs when IBM support has been non-responsive or service by IBM support has been unacceptable
• D.  Business impact, severity level, request for a duty manager is needed when requesting an escalation

Which of the following is true when dealing with problems regarding IBM Software Support Client Ownership and Problem Resolution?

• A.  If unable to meet commitments, contact the client with an explanation and current status
• B.  Do not document record of your commitment to the client in the problem in case it cannot be met
• C.  Provide a resolution only at the time agreed on with the client even if the problem is resolved before then
• D.  A and B

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

• A.  Defer high risk fixes to avoid impacting additional clients
• B.  Rapid response to your requests
• C.  High quality fixes and information
• D.  Both A and C