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IBM Information Management Front End Tools and Processes Sample Questions:

1. When working on a OneTeam PMR, how does a FrontEnd engineer show that they have primary responsibility for the PMR from the beginning to the end?

A) Enter their name in the Resolver field of the PMR and demonstrate responsibility for resolution.
B) Write their name in the PMR text and explain that they are responsible for this PMR.
C) Taking Ownership and marking this in the Keyword 1 field of the PMR.
D) Taking Ownership and marking this in the Owner field of the PMR.

2. When does a PMR need to be re-entitled?

A) When you find an APAR for the customer's problem.
B) When the product compid is changed.
C) When the customer cannot speak English.
D) When customer's telephone number is changed.

3. A new FrontEnd engineer would like a tool that will provide the latest information by product that can be personalized to their needs.
Where can this be found?

A) IBM Your News Lotus Notes Database
B) IBM Intranet Page
C) IBM ISSTWorkbench
D) IBM My Support webpage

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

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

Solutions: