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IBM Application Integration Middleware L1 Support Application Development Sample Questions:

1. What is the purpose of the externally available IBM Support Assistant (ISA) tool? It is an IBM tool:

A) where customers are able to download software products.
B) for the customer entitlement process.
C) to open an Enhancement Request.
D) that helps customers find answers and resolve issues with IBM software products.

2. 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 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.
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 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.

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

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

4. On EcuRepwhat file action for the problem analysis section is valid?

A) Explore
B) IBM Thread and Monitor Analyzer
C) Search Files
D) Log analyzer

5. A customer has opened a new Problem Management Record (PMR). The L1 support professional has contacted the customer and determined the issue is a performance problem. The customer's system is functioning and the issue is not urgent.
What should the L1 support professional do in this situation?
Explain to the customer that this is not covered by their support contract, and:

A) ask the customer to engage their development team, and then close the PMR.
B) ask the customer to contact their Account Representative, and then close the PMR.
C) ask the customer to engage IBM Services, and then close the PMR.
D) close the PMR.

Solutions: