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IBM Information Management Front End Tools and Processes Sample Questions:

1. What is the purpose of the Service Given Days measurement?

A) It is the number of days from CE to the last final service given code on PMRs.
B) It is the number of days from Call Entry (CE) to the first final service given code on PMRs.
C) It is the number of days from CE to the non-definitive last service given code on PMRs.
D) It is the amount of time from CE to the service given code put at the first contact with customer.

2. What is the main purpose of ECuRep?

A) It is the repository for product download.
B) It is the repository for all customer PMR data.
C) It is the data repository for manuals.
D) It is the data repository for product Component IDs.

3. According to the Software Support Handbook how is a Severity 1 PMR defined?

A) Non-critical query
B) Criticalimpact or system down
C) Non-critical or impacting support team
D) Severeimpact and system running

4. When working on a OneTeam PMR, how does a FrontEnd engineer show that they have primary responsibility for the PMR from the beginning to the end?

A) Enter their name in the Resolver field of the PMR and demonstrate responsibility for resolution.
B) Taking Ownership and marking this in the Owner field of the PMR.
C) Write their name in the PMR text and explain that they are responsible for this PMR.
D) Taking Ownership and marking this in the Keyword 1 field of the PMR.

Solutions: