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IBM C2090-045 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| PMR Management & Workflow | 30% | - OneTeam support model - FastPath and escalation rules - PMR ownership and tracking - Transfer between Front End and Back End |
| Service Processes & Standards | 25% | - Problem diagnosis and resolution steps - Service given codes and metrics - CRF and DCF documentation - APAR and fix handling |
| Support Tools | 35% | - RETAIN system commands and records - IBM Support Assistant - CCWIN usage and navigation - Flash and product support resources - Technote and CAST database |
| General Knowledge | 10% | - Information Management product basics - Customer entitlement and licensing |
IBM Information Management Front End Tools and Processes Sample Questions:
Question 1
What action must always be performed before submitting a new DCF technote?
A. Install the DCF Item Creator application.
B. Check for duplicate items in CAST or the Technote Database.
C. Ask the customer if they agree to open a technote.
D. Forward the PMR to the BackEnd.
Question 2
What is the meaning of Premium Support - Onsite Technical Support Services?
A. Performs product installation at the customers' site.
B. Provides on-site knowledge transfer and hands on training.
C. Helping to design a customer solution.
D. Manage customer when he is complaining.
Question 3
Which guidelines must be followed when a FrontEnd engineer transfers a PMR to the BackEnd?
A. OneTeam guidelines
B. FastPath guidelines
C. guidelines onw3.ibm.com/oneteam
D. guidelines on Product Support page
Question 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. close the call advising of APAR details in next release
B. send customer APAR details and details of next release
C. pass the call to next level of support to confirm fix
D. send customer a closure request and details of APAR
Solutions:
| Question 1 Answer: B | Question 2 Answer: B | Question 3 Answer: B | Question 4 Answer: D |
