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IBM Application Integration Middleware L1 Support Application Development Sample Questions:

1. Premium Support offerings are services that provide:

A) additional and specialized support on Middleware products.
B) additional and specialized support on Operating Systems.
C) additional and specialized support on Operating Systems or Middleware products.
D) specialized support on Operating Systems or Middleware products

2. A customer opened a PMR to request a fixpack for WebSphere Application Server. What action should the L1 support professional take?

A) Post thread in developerWorks forum and direct the customer to it.
B) Contact L3 to get fixpack.
C) Close the PMR as it is out of L1 support scope.
D) Search for fixpack and provide link and instruction to customer.

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

4. A L1 support professional has worked on a Severity 1 Problem Management Record (PMR). The root cause of the issue has not yet been identified. The PMR is now being worked by two different L2 teams. A new set of documentation has arrived and triggered a new secondary onto the country FrontEnd queue.
Which one of the following is an appropriate course of action for the L1 support professional?
Verify that the new documentation is readable.

A) Review the documentation to try to identify the cause of the problem. Re-queue the new secondary PMR directly using the Automatic Queue Selection (AQS) to route it.
B) Call generate a secondary onto one of the Backend L2 team's entry queue and Re-queue the new secondary to the other L2 team's entry queue.
C) Review the documentation to try to identify the cause of the problem. Re-queue the new secondary PMR directly to the queue on which the Primary resides.
D) Call generate another secondary onto the country FrontEnd queue while reviewing the documentation to try to identify the cause of the problem and Re-queue the new secondary PMR directly using the Automatic Queue Selection (AQS) to route it.

5. What is measured by Service Given Days? The number of days from Call Entry (CE) to the:

A) non-definitive last service given code on PMRs.
B) T9 service given code.
C) first instance of a final service given code on PMRs.
D) last instance of a final service given code on PMRs.

Solutions: