What is the role of the IBM Business Partner in the IBM Support Model? A. Work directly with the client B. Direct clients to product support for assistance C. Escalate all issues to product support D. Focus on the underlying…
IBM SaaS Support does NOT include which of the following? A. Perform technical analysis on errors/problems B. Network design C. Diagnosis and analysis of non-IBM products D. Both B and C
Which of the following is NOT true regarding the checklist for creating a PMR? A. Define the problem in English and be specific B. Gather background information such as version and previous issues C. Determine the business impact and assign…
The IBM Business Partner is responsible for which of the following? A. Performing technical analysis on error/problem submitted to IBM Level 2 Support B. Resolving/answering how-to, education and technical questions and provide best practices consultation C. Trying to debug and…
Which of the following is NOT true regarding the SaaS Support Portal? A. "View my Support" in the SaaS Support portal allows you to manage submitted tickets B. Click the desired ticket number to view ticket history, provide additional information…
Which of the following is NOT required when contacting IBM SaaS Support? A. Your name, company name, email ID and telephone number with extension B. End User contact information so that IBM Support can contact them directly C. Ticket/Incident/Support Case…
Which of the following is NOT true regarding searching and viewing a service request in the IBM SR Tool? A. "Search" can be found under Service Requests & PMRs B. Service Request Number, Dates, Date Ranges, and Request Status are…
Which of the following is NOT a step in requesting access to the IBM Service Request (SR) Tool? A. Request access, enter your IBM customer number, select the country region, and click Submit B. Verify email address, click the Send…
Which of the following is true regarding accessing the IBM SR Tool? A. You cannot register from the Software Support page, you must go back to the home page B. Under "Service Request & PMRs" you can manage support registrations…
Which of the following is NOT included when opening a Problem Management Record (PMR) in the IBM SR Tool? A. Requested date and time that the end user wants the issue resolved B. Business impact C. Operating system where the…