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IBM C2090-045 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Service Processes & Standards | 25% | - APAR and fix handling - Service given codes and metrics - Problem diagnosis and resolution steps - CRF and DCF documentation |
| Topic 2: Support Tools | 35% | - CCWIN usage and navigation - Technote and CAST database - Flash and product support resources - IBM Support Assistant - RETAIN system commands and records |
| Topic 3: General Knowledge | 10% | - Information Management product basics - Customer entitlement and licensing |
| Topic 4: PMR Management & Workflow | 30% | - OneTeam support model - PMR ownership and tracking - Transfer between Front End and Back End - FastPath and escalation rules |
IBM Information Management Front End Tools and Processes Sample Questions:
1. A customer with a Passport Advantage contract has opened a Severity2 PMR. What is the responsiveness target for this PMR?
A) within 2 business hours
B) within 5 business hours
C) within 4 business hours
D) the best endeavors
2. What is purpose of the Assist on Site (AOS) tool?
A) It is a remote tool by which IBM Learning Services can perform remote education for a customer.
B) It is a remote tool by which a technical support engineer can contact another peer for problem analysis.
C) It is a live remote-assistance tool by which a technical support engineer can assist a customer in problem resolution.
D) It is a remote tool by which a BackEnd engineer can contact their customer.
3. If the OneTeam format alter is 1654 for your geography. What would be the command to report FA 1654 on a PMR managed by RETAIN?
A) type format alter and insert1654
B) typefa 1654
C) type p;1654
D) type fa and fill in the format alter number with 1654
4. What is the meaning of Premium Support - Onsite Technical Support Services?
A) Manage customer when he is complaining.
B) Helping to design a customer solution.
C) Provides on-site knowledge transfer and hands on training.
D) Performs product installation at the customers' site.
Solutions:
| Question # 1 Answer: C | Question # 2 Answer: C | Question # 3 Answer: D | Question # 4 Answer: C |
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