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IBM C2090-045 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| PMR Management & Workflow | 30% | - FastPath and escalation rules - OneTeam support model - Transfer between Front End and Back End - PMR ownership and tracking |
| Service Processes & Standards | 25% | - CRF and DCF documentation - Problem diagnosis and resolution steps - Service given codes and metrics - APAR and fix handling |
| Support Tools | 35% | - Flash and product support resources - RETAIN system commands and records - CCWIN usage and navigation - IBM Support Assistant - Technote and CAST database |
| General Knowledge | 10% | - Customer entitlement and licensing - Information Management product basics |
IBM Information Management Front End Tools and Processes Sample Questions:
1. What are three services that Passport Advantage offers to IBM entitled customers?
A) licensing
B) immediate response to technical calls
C) software upgrades
D) downloads
E) on-site 24x7 support
F) order new hardware
2. What is the main purpose of ECuRep?
A) It is the repository for product download.
B) It is the data repository for product Component IDs.
C) It is the data repository for manuals.
D) It is the repository for all customer PMR data.
3. A customer with a Passport Advantage contract has opened a Severityl PMR. What is the responsiveness target for this PMR?
A) within two hours
B) within one hour
C) within five hours
D) the best endeavors
4. What action must always be performed before submitting a new DCF technote?
A) Check for duplicate items in CAST or the Technote Database.
B) Ask the customer if they agree to open a technote.
C) Install the DCF Item Creator application.
D) Forward the PMR to the BackEnd.
Solutions:
| Question # 1 Answer: B,C,E | Question # 2 Answer: D | Question # 3 Answer: A | Question # 4 Answer: A |
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