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IBM Application Integration Middleware L1 Support Application Development Sample Questions:

1. A customer has phoned in and asked for the Severity of their Problem Management Record (PMR) to be changed, because it is now severely impacting their business. According to the Software Support Handbook, to what Severity should the L1 support professional change the PMR?

A) 4
B) 1
C) 2
D) 3

2. Which one of the following is a valid format when sending a file to ECuRep?

A) 87654.0L049config.txt
B) 87876765724config.txt
C) 87876.724.0LDconfig.txt
D) 87656 724999.config.txt

3. What information does the Hours Per Problem (HPP) metric measure? It measures the:

A) average number of PMRs handled by the L1 support professional per month.
B) average number of EPSAR hours on PMRs handled by the L1 support professional.
C) total number of hours reported by the L1 support professional on a single Problem Management Record (PMR).
D) average number of Electronic Programming Service Activity Report (EPSAR) hours on PMRs handled by all L1 support.

4. As a L1 support professional there are numerous Problem Management Record (PMR) tools that canbeutilized. When should Assist On Site (AOS) be used instead of IBM Support Assistant (ISA)?
To:

A) search numerous databases concurrently
B) run diagnostic tools
C) collect the correct set of documentation
D) remote log-in to a client's machine to assist in gathering log files

5. While working on a defect Problem Management Report (PMR). the customer needs extensive
"how to" assistance from the L1 support professional in obtaining needed documentation.
Report the time spent:

A) using a service given code of T9.
B) on a new non-defect PMR.
C) on the defect PMR.
D) using a service given code of R9.

Solutions: