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IBM Application Integration Middleware L1 Support Application Development Sample Questions:

1. A L1 support professional has received an email to their personal Lotus ID, there were no other addressees. The customer used the external Bluepages to find the email address. The email indicates that this problem has now become critical to their business. The Problem Management Record (PMR) is with L2 support.
What action should the L1 support professional take?
Copy the information from the email into a PMR update, contact the customer and ask them to use the ECuRep mail address, and:

A) ask the customer to provide a 24x7 contact. Call Generate a new Severity 1 secondary on the L2 queue and if required follow the appropriate Contact Reference File (CRF) callout procedure.
B) Call Generate a new Severity 2 secondary PMR onto the L2 queue.
C) Call Generate a new Severity 2 secondary PMR onto the L1 queue
D) Call Generate a new Severity 1 secondary on the L2 queue and if required follow the appropriate Contact Reference File (CRF) callout procedure.

2. Which of the required fields in a Design Change Request (DCR) has the most influence on the decision whether a requested functionality will be added to a product?

A) Requested Completion Date
B) IBM business justification
C) Priority
D) Description

3. Premium Support offerings are services that provide:

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

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

5. Where can a published Technotebe found?

A) on the IBM Support Web site
B) in RETAIN
C) inCallCenter
D) in the LI Support teamroom

Solutions: