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IBM test exam 000-023 dumpms Related certifications: * IBM Certified Support Associate - 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 2. @RSSfeeds, IBM Support Assistant, IBM Education Assistant, Assist on Site, Support Technical Exchanges IBM developerWorks and communities such as Wikis and Webcasts 3. @Maintenance Delivery Vehicles (MDVs) utilized by Tivoli support 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. More informations view: http://www.test4pass.com/000-023-exam.html easier way to success!

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