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IBM Information Management Front End Tools and Processes Sample Questions:

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

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

2. Which version of VMWare can be installed on your local Windows machine?

A) VMWare Database
B) VMWare Thinkpad
C) VMWare Client
D) VMWare Server

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

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

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) close the call advising of APAR details in next release
C) send customer a closure request and details of APAR
D) send customer APAR details and details of next release

Solutions: