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IBM Application Integration Middleware L1 Support Application Development Sample Questions:

1. 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

2. A L1 support professional receives a new Problem Management Report (PMR) and the
Next Queue field has not been set. What should be inserted into the Next Queue field?

A) the Back End monitored queue
B) nothing, the Next Queue will be filled in by the BackEnd
C) nothing, the Next Queue field is only used for escalation
D) the Front End monitored queue

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

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

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

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

Solutions: