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IBM Information Management Front End Tools and Processes Sample Questions:

1. An engineer has found a very good match for a customer'sproblem;the customer has advised that the workaround provided has alleviated the problem. An APAR has been raised and closed and is included in the next release of the product.
What is your next course of action?

A) send customer APAR details and details of next release
B) pass the call to next level of support to confirm fix
C) send customer a closure request and details of APAR
D) close the call advising of APAR details in next release

2. How can a CRF be changed when incorrect/missing information is found?

A) Contact the CRF owner and have them change the CRF.
B) Everyone can change a CRF using RETAIN.
C) Everyone can change a CRF using CCWIN.
D) Contact the Duty Manager to change the CRF.

3. What is the purpose of the Owner ID field in a OneTeam PMR?

A) clearly identifies the BackEnd (BE) PMR owner
B) clearly identifies the FrontEnd PMR owner
C) identify APAR number
D) allow BE to find customer contract number

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

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

Solutions: