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

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

3. While working a new PMR, the L1 support professional finds an Open Problem Management Record (PMR) with the same issue and error that is being worked by BackEnd support.
What should be entered into the Owner ID field?

A) the ID of the L1 Support professional
B) the ID of the L2 support professional
C) nothing; leave it empty to avoid any confusion
D) the Owner ID of the other PMR

4. 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) Description
C) Priority
D) IBM business justification

5. Where can a published Technotebe found?

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

Solutions: