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A Level 1 Support Provider is working on a problem for ACME Corporation in Springfield, North Carolina. The Level 1 Support Provider has instructed the customer to apply a much needed product fix to the already in production system and it has caused some unexpected results to the system. Data is being corrupted by the system. The System Administrator at ACME has halted all use of the system to ensure that data is no longer affected by this problem. Due to the critical nature of this problem the Level 1 Support Provider has reported this problem as a Severity 1 (highest) to IBM Tivoli Customer Support. The support provider has provided all the logs and information that has been requested by the IBM Tivoli Support Engineer. Several days have gone by and the Support Provider has not heard back from the engineer working on the PMR. ACME Corporation is now losing an average of $7000.00 USD per day because the maintenance crew has had to revert to a very time consuming paper system to continue their daily operation. The support provider has sent e-mails and tried calling the engineer requesting an update to the PMR but is not getting any response back. What two options are available to the support provider to receive the help they need to expedite a solution for ACME? (Choose two.)
Ask for a Duty Manager by calling IBM Support.
Wait another day. Calling will only slow down the resolution process and can distract Level 3 Support from fixing the issue.
Ask the IBM Sales representative to consider opening a Complaint or nominate the PMR as a Critical Situation or (Crit Sit).
Call IBM and ask for the Severity to be raise to the highest level (0). That will trigger a complaint to be filed with the Customer Support Production and Operations (CSPO) team.
Remove the fix was applied to the system to prevent further delays and continue to use it. Once the IBM Support Engineer has replied back with the proper fix then apply it to the system.
Answer: A, C
During the Problem Determination analysis, which two types of information are imperative to collect in order to verify the problem? (Choose two.)
end users log / error message history
verify the program version and operating system
end users contact information for troubleshooting
end users time and effort spent on resolving issue
review of other customers who have experienced similar situations
Answer: A, B
What are three correct classifications when reporting a problem? (Choose three.)
Driver and or Configuration
Answer: A, B, F
The Site Technical Contact (STC) is responsible for support compliance for the end customers site. What are two additional responsibilities of the STC? (Choose two.)
Maintains authorizations to support-related web and tool access.
Approving nominations for access to ESR/SR on an individual basis.
Maintains authorizations to access Tivoli frequently asked questions.
Approving IBM Tivoli Support PMRs for escalation to the development team.
Approving IBM Tivoli Support engineers access to customer support tickets.
Answer: A, B
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?
They define how well the web interface is delivering the right information.
Comments are sent to the content creator to improve existing documents.
These are summarized for assessing the usability of the product interface.
Allows the individual to request additional information from the knowledge author.
What is the IBM Tivoli Support response goal for severity 1 PMRs?
within 1 hour
within 2 hours
within 30 minutes
within 90 minutes
IBM C9560-023 Exam (IBM Cloud & Smarter Infrastructure Support Provider Tools and Processes ) Detailed Information
C9560-023 Test Information / Examination Information
Number of questions : 28 Time allowed in minutes: 60 Required passing score : 72% Languages : English
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C9560-023 IBM Cloud & Smarter Infrastructure Support Provider Tools and Processes
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Test Code : C9560-023
Test Name : IBM Cloud & Smarter Infrastructure Support Provider Tools and Processes
Vendor Name : IBM
Q&A : 53 Real Questions
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IBM scored a key cloud deal that offers it more credibility in a market that CEO Ginni Rometty believes could be worth $1 trillion | C9560-023 Real Questions and VCE Practice Test
IBM is poised to establish a much bigger footprint in a massive market after signing a five-12 months contend with Vodafone theory, one in every of India's largest telecom operators. The multi-million dollar deal could also provide big Blue a a whole lot-crucial raise in an area the place it's struggling to catch up with extra dominant opponents: cloud computing.
IBM will support Vodafone idea build a hybrid cloud community with AI capabilities to greater serve the telecom company's roughly 400 million shoppers, the tech tremendous said Friday.
below the contract, Vodafone conception could be able to build "a more agile platform" with the aid of leveraging IBM's artificial intelligcne automation and hybrid cloud technology, Steve Canepa, widely wide-spread manager of the company's media and amusement team, informed business Insider.
"this is a strategic transformation of their structure to enable them to turn into more productive in getting their work carried out," he added.
IBM's fight in cloud
it be a crucial win for huge Blue. while traditionally dominant powerhouse in corporate expertise, IBM has lagged competitors within the essential and quickly-growing to be cloud computing capabilities market. the general public cloud functions market, with total seller earnings of $95 billion within the second half of 2018, is dominated through Amazon internet capabilities, with 12.2% market share and Microsoft, with 10.2%, adopted with the aid of Salesforce, with 6.8%, Oracle, three.5%, and Google, with 3.2%, in response to analyst enterprise IDC. IBM is in 6th place, with 2.seventy five%, by way of IDC's reckoning.
"They did not make investments early sufficient," IDC analyst Deepak Mohan instructed enterprise Insider. "It took time for them to get their message right."
but IBM launched a cloud offensive lately via touting a hybrid method that permits organizations to run their networks throughout each a public cloud and a private statistics middle. earlier this yr, IBM CEO Ginni Rometty expected the enterprise will turn into the largest participant within the hybrid computing market, which she projected will at last be value $1 trillion — a key intent, she says, for the enterprise's huge $34 billion buy of software company red Hat.
The Vodafone conception deal underscored this new cloud push, which additionally highlights a key part of IBM's hybrid cloud strategy: Watson, IBM's AI expertise. past this year, IBM announced the broader deployment of its AI offering with Watson anyplace, which allows for the use of the technology on any cloud a user would really like.
The India deal also points IBM's Cloud inner most providing — software functions that permit companies to manipulate their networks across both public clouds and private records facilities.
Hybrid Cloud strategy
"Hybrid's certainly been a robust point of the brand new IBM positioning, above all with the focal point on IBM Cloud private and Watson any place," IDC's Mohan stated. "They took ages to consolidate inner assets and offerings, and branding, around a common cloud message. It looks to be slowly coming together now."
Analyst Roger Kay of Endpoint applied sciences friends echoed this factor, telling company Insider: "The enterprise is bringing to undergo a lot of the capabilities it has been touting because the forward-searching agencies, the place it wants to make its mark."
Michael Brook, chief expertise officer of Pitchly, a content material functions platform, pointed out the deal highlighted IBM's bid to develop into greater competitive in a troublesome market.
"With competition biting at its heels, IBM has had to discover methods to differentiate itself out there, and hybrid cloud and AI are its two largest bets," he informed business Insider.
nonetheless, IBM faces a challenging street ahead in a incredibly-competitive market, he delivered: "Underlying all of it, IBM is in a really undesirable area. it's building technology first and in the hunt for software of its expertise second, and it is closely reliant on its existing company to push its enterprise forward."
Telco, tech partnerships
The Vodafone conception deal additionally underscores the push towards more partnerships between telcos and tech agencies.
In January, IBM also unveiled an alliance with Vodafone wherein the two companies will collaborate to increase new technologies and functions for adapting to AI, 5G and different principal know-how tendencies. Vodafone thought is a component of a partnership between Vodafone neighborhood and Aditya Birla community in India.
The alliance underscored the need for telecom groups to forge partnerships to be a hit in embracing and maximizing the benefits of cloud computing, in accordance with IDC.
"Telcos should associate," IDC analysts mentioned in a analysis be aware. "This undertaking matches the blueprint. … Telcos need to accomplice if they want to address the entire breadth of cloud capabilities alternatives, combining their networks and access to hyperscale platform providers with companions' infrastructures and additional capabilities. This project makes it possible for Vodafone to speed up its personal digital transformation."
examine greater: IBM CEO says huge Blue might be No. 1 in new trillion-greenback cloud market
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