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IBM Application Integration Middleware L1 Support Application Development Sample Questions:

1. When writing instructions to a customer, creating technical documentation, or updating a Problem Management (PMR), which is the best way to ensure ease of comprehension and completeness?
Utilize paragraph:

A) and screen prints.
B) numbered items, and screen prints.
C) and numbered items.
D) format only.

2. The customer has expressed their concern on one of their Severity 1 Priority 1 Problem Management Records (PMRs)and has requested a call back from management. The L1 support professional needs to inform the Duty manager about the customer's escalation.
How does the L1 support professional find the Duty manager?
From the:

A) Account Representative responsible for the customer
B) PMR scratch pad
C) Contact Reference File (CRF)
D) BluePages

3. A customer opened a PMR to request a fixpack for WebSphere Application Server. What action should the L1 support professional take?

A) Close the PMR as it is out of L1 support scope.
B) Post thread in developerWorks forum and direct the customer to it.
C) Contact L3 to get fixpack.
D) Search for fixpack and provide link and instruction to customer.

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

5. 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) search numerous databases concurrently
C) remote log-in to a client's machine to assist in gathering log files
D) collect the correct set of documentation

Solutions: