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IBM Information Management Front End Tools and Processes Sample Questions:

1. What should be done to ensure good communication inside the Front End teams and for Front End to Back End communications?

A) As soon as you are in the office, make sure that you tell everyone you are available now.
B) Make sure that Bluepages is always up to date with current contact information.
C) Before transferring a PMR to the Back Endalways check with your development contact, whether it is ok.
D) Make sure, all people have your mobile phone number, to contact you any time.

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) close the PMR adding NCDNS in the header to indicate non-problem PMR
B) contact the Country On-Site services team advising of the opportunity
C) raise a new PMR for each application and environment and requeue appropriately
D) open an Enhancement Request for each product in the portfolio

3. What is purpose of the Assist on Site (AOS) tool?

A) It is a remote tool by which a BackEnd engineer can contact their customer.
B) It is a remote tool by which IBM Learning Services can perform remote education for a customer.
C) It is a remote tool by which a technical support engineer can contact another peer for problem analysis.
D) It is a live remote-assistance tool by which a technical support engineer can assist a customer in problem resolution.

4. Which action must be done by a FrontEnd (FE) engineer in order to requeue a PMR to the BackEnd (BE) queue using CCWIN?

A) E-mail BE notifying them of the upcoming customer PMR.
B) Fill in the "NEXT QUEUE" field with the FE feedback queue.
C) Contact BE by phone or using Sametime chat.
D) Increase the AQS set level up to 6.

Solutions: