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1. Prior to transferring a OneTeam PMR to the BackEnd , a problem summary should be added to the PMR. The OneTeam process uses the term EDANT to describe the mandatory information that should be included in the problem summary.
What does the N in EDANT stand for?

A) Nice to have
B) Named Advice
C) New customer contact
D) Next Action

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

3. What is one source of information that a FrontEnd engineer should use to resolve a PMR?

A) IMT Intranet home page
B) Extreme Leverage webpage
C) product support page
D) PD Tools home page

4. 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) close the PMR adding NCDNS in the header to indicate non-problem PMR
B) open an Enhancement Request for each product in the portfolio
C) raise a new PMR for each application and environment and requeue appropriately
D) contact the Country On-Site services team advising of the opportunity

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