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IBM C2090-045 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Service Processes & Standards | 25% | - Problem diagnosis and resolution steps - APAR and fix handling - CRF and DCF documentation - Service given codes and metrics |
| Topic 2: Support Tools | 35% | - CCWIN usage and navigation - RETAIN system commands and records - Technote and CAST database - Flash and product support resources - IBM Support Assistant |
| Topic 3: General Knowledge | 10% | - Customer entitlement and licensing - Information Management product basics |
| Topic 4: PMR Management & Workflow | 30% | - Transfer between Front End and Back End - PMR ownership and tracking - OneTeam support model - FastPath and escalation rules |
IBM Information Management Front End Tools and Processes Sample Questions:
Question 1
Acustomer needs to know when a product will be out of support.
Where can this information be found?
A. the Tivoli Support Platform matrix webpage
B. the Lotus Notes FrontEnd Support teamroom
C. the IBM Software Support Lifecycle website
D. the taxonomy spreadsheet
Question 2
A customer with a Passport Advantage contract has opened a Severity2 PMR. What is the responsiveness target for this PMR?
A. within 4 business hours
B. within 5 business hours
C. within 2 business hours
D. the best endeavors
Question 3
What is the main purpose of ECuRep?
A. It is the data repository for manuals.
B. It is the repository for all customer PMR data.
C. It is the repository for product download.
D. It is the data repository for product Component IDs.
Question 4
Where can IBM Flashes be found for any software product?
A. on the Extreme Leverage webpage
B. in RETAIN
C. on the product support page
D. inCCWIN
Solutions:
| Question 1 Answer: C | Question 2 Answer: A | Question 3 Answer: B | Question 4 Answer: C |
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