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IBM Information Management Front End Tools and Processes Sample Questions:

1. A FrontEnd engineer has been waiting to receive documentation from a customer regarding their open PMR. Which service given code is used once the documentation has been received?

A) W9
B) 39
C) R9
D) 99

2. What is the OneTeam transfer criteria for PMRs based upon?

A) international research and management estimation
B) service objectives and GTS targets
C) customer feedback and PMR volumes
D) sales requirements and metrics

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

4. What is purpose of the Assist on Site (AOS) tool?

A) It is a remote tool by which a BackEnd engineer can contact their customer.
B) It is a remote tool by which a technical support engineer can contact another peer for problem analysis.
C) It is a remote tool by which IBM Learning Services can perform remote education for a customer.
D) It is a live remote-assistance tool by which a technical support engineer can assist a customer in problem resolution.

Solutions: