Test 000-023: IBM Tivoli Support Provider Tools and Processes

Section 1: Tivoli Worldwide Customer Support Overview

1. Support Provider’s Level 1 and Level 2 roles and responsibilities.
2. Options available to our customers to obtain IBM customer support.

Section 2: Support Provider’s Roles and Responsibilities

1. Support Provider Level 1 support procedures and problem determination activities.
2. Support Provider’s Level 2 support procedures and problem determination activities.

Section 3: Terminology

1. Knowledge of various IBM Tivoli Support terms and definitions.

Section 4: Support Tools

1. Knowledgebase and Documentation

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

@Maintenance Delivery Vehicles (MDVs) utilized by Tivoli support
3. ESR/SR and Ecurep

Section 5: IBM Software Support Lifecycle Policy

1. Enhanced and Standard Support Lifecycle policies.
2. EOS (End of Service)

Section 6: Accessing IBM Tivoli Level 2 Support Procedures

1. 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

1. Escalation of a PMR using the Duty Manager and CSPO process.