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IBM C2090-045 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Support Tools | 35% | - IBM Support Assistant - Technote and CAST database - Flash and product support resources - RETAIN system commands and records - CCWIN usage and navigation |
| General Knowledge | 10% | - Customer entitlement and licensing - Information Management product basics |
| Service Processes & Standards | 25% | - APAR and fix handling - Service given codes and metrics - CRF and DCF documentation - Problem diagnosis and resolution steps |
| PMR Management & Workflow | 30% | - OneTeam support model - FastPath and escalation rules - Transfer between Front End and Back End - PMR ownership and tracking |
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 5 business hours
B) within 2 business hours
C) the best endeavors
D) within 4 business hours
2. What should be done to ensure good communication inside the Front End teams and for Front End to Back End communications?
A) Before transferring a PMR to the Back Endalways check with your development contact, whether it is ok.
B) As soon as you are in the office, make sure that you tell everyone you are available now.
C) Make sure that Bluepages is always up to date with current contact information.
D) Make sure, all people have your mobile phone number, to contact you any time.
3. What is purpose of the Assist on Site (AOS) tool?
A) It is a remote tool by which a technical support engineer can contact another peer for problem analysis.
B) It is a remote tool by which IBM Learning Services can perform remote education for a customer.
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.
4. What are three services that Passport Advantage offers to IBM entitled customers?
A) order new hardware
B) software upgrades
C) downloads
D) licensing
E) on-site 24x7 support
F) immediate response to technical calls
Solutions:
| Question # 1 Answer: D | Question # 2 Answer: C | Question # 3 Answer: C | Question # 4 Answer: B,E,F |
