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IBM Information Management Front End Tools and Processes Sample Questions:

1. 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) raise a new PMR for each application and environment and requeue appropriately
C) contact the Country On-Site services team advising of the opportunity
D) close the PMR adding NCDNS in the header to indicate non-problem PMR

2. What are three services that Passport Advantage offers to IBM entitled customers?

A) on-site 24x7 support
B) downloads
C) immediate response to technical calls
D) order new hardware
E) licensing
F) software upgrades

3. Acustomer needs to know when a product will be out of support.
Where can this information be found?

A) the IBM Software Support Lifecycle website
B) the Tivoli Support Platform matrix webpage
C) the taxonomy spreadsheet
D) the Lotus Notes FrontEnd Support teamroom

4. An engineer has found a very good match for a customer'sproblem;the customer has advised that the workaround provided has alleviated the problem. An APAR has been raised and closed and is included in the next release of the product.
What is your next course of action?

A) pass the call to next level of support to confirm fix
B) send customer APAR details and details of next release
C) send customer a closure request and details of APAR
D) close the call advising of APAR details in next release

Solutions: