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| Section | Weight | Objectives |
|---|---|---|
| PMR Management & Workflow | 30% | - Creating and updating PMRs - Component ID (CompID) usage - Transferring and escalating PMRs - Severity level assignment |
| IBM Support Tools | 25% | - Xtreme Leverage - ISST Workbench - RETAIN and CCWin - CESARE reporting tool |
| Problem Analysis & Documentation | 25% | - Symptom/Keyword coding - APAR creation and management - Searching Technotes, Redbooks, and APARs - Log and diagnostic file review |
| Support Processes & Guidelines | 20% | - Level 2 support responsibilities - Product taxonomy and component mapping - Customer communication standards - IBM support lifecycle policies |
1. Response Time Met shows what percentage of calls were responded to within criteria. How is response time measured for a call?
A) Call Entry to last Contact Made (CT) coded in the call
B) Call Entry to first Solution Given code
C) Call Entry to first Contact Made {CT) coded in the call received
D) Call Entry to Call Requeue
2. After a month,Level 3 provides an engineer with a proven workaround for the problem reported in an APAR that they created for a PMR. Apart fromupdating theclient with the work around, what else should the engineer do?
A) Add the provided workaround to the Error description field of the APAR if not described.
B) Create and publish a DCF with details of the workaround for the problem reported.
C) Notify the other clients listed on the Interested Party for the APAR.
D) Edit the APAR and add the provided workaround to the Local Fix field of the APAR if not present.
3. A client contacts support with a request for a product enhancement. Which tool should an engineer use to create the enhancement request for the client?
A) EHRT
B) FITS
C) PERT
D) FMRT
4. When a System Down PMR is received by BackEnd support, within what timeframe should every effort be made to contact the client?
A) 1 business day
B) 30 minutes
C) 2 hours
D) 1 hour
5. When would a Solution Given code of 1 be entered into a PMR?
A) when a circumvention or workaround is determined and communicated to the client
B) when a final solution is provided to the client
C) when a test solution as a fix is provided to the client
D) when a client chooses to terminate problem resolution activities
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: C | Question # 3 Answer: B | Question # 4 Answer: B | Question # 5 Answer: B |
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