Last Updated: Sep 12, 2026
No. of Questions: 140 Questions & Answers with Testing Engine
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| Section | Weight | Objectives |
|---|---|---|
| Technical Support Structure & Channels | 25% | - Support portal and case management tools - Remote vs on-site support processes - IBM support hierarchy and escalation paths |
| Problem Resolution & Maintenance Delivery | 25% | - Upgrade, migration and end-of-support guidance - Diagnosis and troubleshooting methodologies - Parts replacement and logistics |
| EMEA Specific Policies & Procedures | 25% | - Local compliance and regulations - Regional support terms and conditions - Service level agreements (SLAs) in EMEA |
| IBM Maintenance Offerings & Portfolio | 25% | - Warranty vs extended maintenance - Types of IBM maintenance contracts - Maintenance coverage scope |
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