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IBM Application Integration Middleware L1 Support Application Development Sample Questions:

1. What is the encryption level and method that is used by Assist On-site (AOS)?

A) 64-bit Advanced Encryption Standard (AES)
B) 128-bit Data Encryption Standard (DES)
C) 128-bit Advanced Encryption Standard (AES)
D) 256-bit Triple Data Encryption Standard (DES)

2. 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.

3. When actively working with a customer on a PMR and the problem is resolved, what is the best practice to close the PMR?

A) Close the PMR without asking the customer if there is anything else IBM can help with.
B) Ask the customer for positive confirmation that the problem is resolved and that they agree the PMR may be closed.
C) Discuss with a coworker as to whether the PMR should be closed.
D) Ask the customer for positive confirmation that the problem is resolved and follow-up a week later even if the customer states the PMR may be closed.

4. When writing a technical document which will be available for both internal and external use, how should the L1 support professional utilize acronyms?

A) Use them; if people do not know then it is up to them to figure them out.
B) Use them; write out the name then in parenthesis place the acronym.
C) Do not use them as the external and internal users may not know them.
D) Do not use them as the external users may not know them.

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

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

Solutions:

Question # 1 Answer: D

Question # 2 Answer: C

Question # 3 Answer: A

Question # 4 Answer: D

Question # 5 Answer: B