IBM SVP Primary Support Provider Mastery Test v1 - M2110-670 Exam Practice Test

A. Patches, software updates, fix packs

B. Software Updates, historical feedback, customer satisfaction survey

C. Patches, monthly report of incidents, software updates

D. Historical Feedback, monthly report of incidents, fix packs and major releases

A. Incorporating and testing any program fix provided by IBM Customer Support (as appropriate), and delivering or communicating the problem resolution, bypass, circumvention, or other notice of restriction to the customer.

B. Logging all calls in a call tracking system and utilizing the tools available to troubleshoot the issue.

C. Taking the first support call from their customer and escalating it to IBM

D. Testing new software versions of IBM products and communicating the release of said software to customers that have purchased the software from IBM.

A. The Primary Support Provider will provide the final solution to the customer because they own the relationship with the customer

B. Since they are most familiar with the code, the IBM Developer will provide the final solution to the customer

C. Because both parties have a case open on the issue, the Primary Support Provider and the IBM Customer Support engineer are required to jointly present the final solution to the customer

D. The IBM Customer Support engineer will provide the final solution to the customer, because they own the relationship with the customer.