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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) close the call advising of APAR details in next release
D) send customer a closure request and details of APAR

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

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

3. A customer with a Passport Advantage contract has opened a Severity2 PMR. What is the responsiveness target for this PMR?

A) within 4 business hours
B) within 2 business hours
C) within 5 business hours
D) the best endeavors

4. Patches and fixes require instructions to ensure that the correct installation procedures are followed. Where are these instructions available?

A) PATCH file within the patch or fix download
B) the product set information database
C) contact the engineer who created the patch
D) the README file contained in the patch/fix download

Solutions: