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IBM C2090-045 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Support Tools | 35% | - Flash and product support resources - IBM Support Assistant - Technote and CAST database - RETAIN system commands and records - CCWIN usage and navigation |
| Topic 2: Service Processes & Standards | 25% | - APAR and fix handling - CRF and DCF documentation - Problem diagnosis and resolution steps - Service given codes and metrics |
| Topic 3: PMR Management & Workflow | 30% | - PMR ownership and tracking - Transfer between Front End and Back End - OneTeam support model - FastPath and escalation rules |
| Topic 4: General Knowledge | 10% | - Information Management product basics - Customer entitlement and licensing |
IBM Information Management Front End Tools and Processes Sample Questions:
What is the purpose of the Service Given Days measurement?
- A. It is the number of days from CE to the last final service given code on PMRs.
- B. It is the amount of time from CE to the service given code put at the first contact with customer.
- C. It is the number of days from Call Entry (CE) to the first final service given code on PMRs.
- D. It is the number of days from CE to the non-definitive last service given code on PMRs.
Correct Answer: B 🗳️
What are three services that Passport Advantage offers to IBM entitled customers?
- A. on-site 24x7 support
- B. order new hardware
- C. immediate response to technical calls
- D. software upgrades
- E. downloads
- F. licensing
Correct Answer: A,C,D 🗳️
Patches and fixes require instructions to ensure that the correct installation procedures are followed. Where are these instructions available?
- A. the product set information database
- B. contact the engineer who created the patch
- C. PATCH file within the patch or fix download
- D. the README file contained in the patch/fix download
Correct Answer: A 🗳️
Where can content of a published Technote be found?
- A. in CCWIN
- B. in CAST
- C. in RETAIN
- D. in the Lotus Notes FrontEnd Support teamroom
Correct Answer: A 🗳️
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