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IBM Information Management Front End Tools and Processes Sample Questions:

1. A customer has requested a full upgrade plan for their entire IBM application portfolio.
They are advised that this is beyond the scope of a PMR. How should the FrontEnd engineer proceed?

A) open an Enhancement Request for each product in the portfolio
B) close the PMR adding NCDNS in the header to indicate non-problem PMR
C) contact the Country On-Site services team advising of the opportunity
D) raise a new PMR for each application and environment and requeue appropriately

2. When a FrontEnd engineer receives a PMR, which steps must always be taken?

A) The engineer must take Ownership and then contact the customer.
B) The engineer must transfer the PMR to the BackEnd and make sure their e-mail address is in the PMR.
C) The engineer must write English=Y in the OneTeam format alter and transfer the PMR to BackEnd.
D) The engineer must Code CT in the PMR and send the PMR to the work queue.

3. A customer with a Passport Advantage contract has opened a Severityl PMR. What is the responsiveness target for this PMR?

A) within two hours
B) within one hour
C) within five hours
D) the best endeavors

4. What is a difference in the handling of FastPath PMRs in comparison to other OneTeam PMRs?

A) FastPath PMRs will be quickly transferred to BackEnd.
B) FastPath PMRs will not be worked on by the FrontEnd.
C) Customer will receive less Service for FastPath PMRs.
D) Customer will not be contacted in national language for FastPath PMRs.

Solutions: