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

2. 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

3. What is the meaning of Premium Support - Onsite Technical Support Services?

A) Provides on-site knowledge transfer and hands on training.
B) Manage customer when he is complaining.
C) Helping to design a customer solution.
D) Performs product installation at the customers' site.

4. Which RETAIN commands allow an engineer to modify an EPSAR record?

A) TIME and DATE
B) ARandPSAR
C) EPS and sar
D) CR and CT and cc

Solutions: