This Assistance Provider On-Boarding knowledge is
mainly for associates who will be significant with IBM Tivoli in the supply of
support to their end customers. This knowledge will protect the characteristics
of support shipping in performance and shipping as well as support procedures,
sources available and resources that will guide you support IBM application.
IBM says about this, “We value you as a Tivoli Assistance Company and it is important
to the IBM Customer Assistance company for you to comprehend IBM support
involvement methods as it provides a level of reliability in the way IBM can
handle our Customers. We will also figure out regularly our Partners to figure
out procedure conformity and self-sufficiency.”
Required Skill Level for IBM Certified Support Associate
Certification
·
Familiarity
with basic performance and ideas may need to depend on support from
certification or other resources.
·
Working
knowledge of performance and ideas can use product or describe principles with
little or no support.
·
Substantial
encounter with performance or principles can show others how to use performance
or describe principles.
·
Extensive
and complete encounter with performance or principles can create or personalize
code, structure, or procedures.
Certification Exam
IBM requires the candidates to pass
only 1 exam in order to be an IBM Certified Support Associate professional.
This exam is IBM test 000-023: IBM Tivoli Support Provider Tools and Processes.
Exam details are as follows:
Test 000-023: IBM Tivoli Support Provider Tools
and Processes
This test contains 28 questions and time allowed is 60
minutes or 1 hour. Required passing score of this Test 000-023 is 78%. Test
000-023 is divided in 7 sections according to the core topics of the exam.
Section 1: Tivoli Worldwide Customer Support Overview
- Support Provider's Level 1 & Level 2 roles & responsibilities.
- Options available to our customers to obtain IBM customer support.
Section 2: Support Provider's Roles and
Responsibilities
·
Support Provider Level 1 assistance techniques
and problem perseverance actions.
·
Support Provider Level 2 assistance techniques
and problem perseverance actions.
Section 3: Terminology
- Knowledge of various IBM Tivoli Support terms and definitions.
Section 4: Support Tools
- Knowledgebase and Documentation
- RSS feeds, IBM Support Assistant, IBM Education Assistant, Assist on Site, Support Technical Exchanges
- IBM developer Works 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.
Section 7: PMR Escalation
- Escalation of a PMR using the Duty Manager and CSPO process.
An IBM
Certified Support Associate in the area of
IBM Tivoli Support Provider Tools and Processes is accountable
for dealing with a wide range of queries or needs for assistance from their
clients. The assistance company is
accountable for the possession and quality of these queries and may perform
with IBM Tivoli Support where appropriate to take care of them.
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