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IBM Application Integration Middleware L1 Support Application Development Sample Questions:

1. Explain why the customer would use a Problem Management Record (PMR) online tool (e.g.. Electronic Service Request (ESR), Service Request (SR))?
It is an IBM application where customers can:

A) open, update and list their PMRs.
B) download official patches and fixes for their PMRs.
C) register and ask for software support.
D) search for old PMRs, including their own.

2. AnL1 support professional has receivedaProblem Management Record (PMR), and identified an Authorized Program Analysis Report (APAR). The APAR has recently been raised and a test fix is available from Level 3. The L1 support professional has guided the customer through downloading this temporary fix.
How should the L1 support professional update the PMR?
Code a Service Given (SG) for:

A) Circumventiongiven.
B) Installassistance for an APAR or Program Temporary Fix (PTF).
C) fixtest given.
D) Codedefect.

3. While talking to a customer regarding a Problem Management (PMR), the customer raises
a different "moderate impact" question.
What should the L1 support professional do?
Answer the unrelated question and:

A) open a new severity 3 PMR.
B) open a new PMR at the same severity as the original PMR.
C) do nothing further.
D) document it in the current PMR.

4. While working on a Problem Management Record (PMR), the L1 support professional is called to an urgent meeting. When returning from that meeting, it appears that the PMR is still dispatched. What is the correct action for the L1 support professional to take?

A) Continue to work on the PMR with no time adjustment.
B) Immediately requeue the PMR with no time adjustment.
C) Continue to work on the PMR and adjust time recording for the meeting.
D) Requeue the PMR using the "No Change" option to adjust time recording.

5. The IBM Support Assistant (ISA) Blue tool is an?

A) externally available tool for customers
B) tool for both internal and external use
C) internal offering for IBM SWG products for support professionals, providing an integrated and extensible toolset for problem resolution
D) internal tool to capture audit trail information of customer navigation to support site.

Solutions: