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IBM Information Management Front End Tools and Processes Sample Questions:

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

A) within one hour
B) the best endeavors
C) within two hours
D) within five hours

2. 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) Last Service Given days
D) Total Turn around time

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

4. What is the IBM Support Assistant tool?

A) an IBM tool that helps customers resolve issues with IBM software products
B) an IBM tool for customer entitlement process
C) an IBM internal tool to open an Enhancement Request
D) an IBM site where customer is able to download software products

Solutions: