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IBM C2090-045 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Support Tools | 35% | - Technote and CAST database - Flash and product support resources - RETAIN system commands and records - IBM Support Assistant - CCWIN usage and navigation |
| Topic 2: PMR Management & Workflow | 30% | - OneTeam support model - PMR ownership and tracking - Transfer between Front End and Back End - FastPath and escalation rules |
| Topic 3: General Knowledge | 10% | - Customer entitlement and licensing - Information Management product basics |
| Topic 4: Service Processes & Standards | 25% | - Problem diagnosis and resolution steps - APAR and fix handling - Service given codes and metrics - CRF and DCF documentation |
IBM Information Management Front End Tools and Processes Sample Questions:
Question 1
What is one source of information that a FrontEnd engineer should use to resolve a PMR?
A. PD Tools home page
B. product support page
C. IMT Intranet home page
D. Extreme Leverage webpage
Question 2
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. raise a new PMR for each application and environment and requeue appropriately
B. open an Enhancement Request for each product in the portfolio
C. close the PMR adding NCDNS in the header to indicate non-problem PMR
D. contact the Country On-Site services team advising of the opportunity
Question 3
What is a difference in the handling of FastPath PMRs in comparison to other OneTeam PMRs?
A. Customer will not be contacted in national language for FastPath PMRs.
B. FastPath PMRs will not be worked on by the FrontEnd.
C. Customer will receive less Service for FastPath PMRs.
D. FastPath PMRs will be quickly transferred to BackEnd.
Question 4
Which version of VMWare can be installed on your local Windows machine?
A. VMWare Thinkpad
B. VMWare Database
C. VMWare Client
D. VMWare Server
Solutions:
| Question 1 Answer: B | Question 2 Answer: B | Question 3 Answer: D | Question 4 Answer: C |
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