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IBM Information Management Front End Tools and Processes Sample Questions:

1. Which actions can customers perform using the Electronic Service Request tool?

A) open, requeue and close their PMRs
B) open and close their PMRs
C) open and escalate their PMRs
D) open, update or search for their PMRs

2. What is the taxonomy spreadsheet?

A) alist of all OneTeam Component IDs for the Tivoli Domain
B) a list of all supported Component IDs for all Domain/Platform
C) a list of all Fastpath Component IDs for the Tivoli Domain
D) a list of all supported Component IDs for the Tivoli Domain

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

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

4. According to the Software Support Handbook how is a Severity 1 PMR defined?

A) Non-critical or impacting support team
B) Criticalimpact or system down
C) Non-critical query
D) Severeimpact and system running

Solutions: