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IBM Information Management Front End Tools and Processes Sample Questions:

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

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

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

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

3. When an engineer codes a CT or clicks the Contact button on a PMR, which metric does it directly impact?

A) Response Time
B) Self Sufficiency
C) Total Turn around time
D) Last Service Given days

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

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

Solutions: