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IBM Application Integration Middleware L1 Support Application Development Sample Questions:

1. A L1 support professional has received an email to their personal Lotus ID, there were no other addressees. The customer used the external Bluepages to find the email address. The email indicates that this problem has now become critical to their business. The Problem Management Record (PMR) is with L2 support.
What action should the L1 support professional take?
Copy the information from the email into a PMR update, contact the customer and ask them to use the ECuRep mail address, and:

A) ask the customer to provide a 24x7 contact. Call Generate a new Severity 1 secondary on the L2 queue and if required follow the appropriate Contact Reference File (CRF) callout procedure.
B) Call Generate a new Severity 2 secondary PMR onto the L2 queue.
C) Call Generate a new Severity 2 secondary PMR onto the L1 queue
D) Call Generate a new Severity 1 secondary on the L2 queue and if required follow the appropriate Contact Reference File (CRF) callout procedure.

2. When files are requested, a service given code of "W9" is utilized. What service given code is utilized when the files arrive?

A) 99
B) R9
C) 39
D) 19

3. On EcuRepwhat file action for the problem analysis section is valid?

A) Explore
B) Search Files
C) Log analyzer
D) IBM Thread and Monitor Analyzer

4. A customer opens a Problem Management Record (PMR) electronically and provides a ComplD. The Level 1 support professional cannotfind entitlement for this CompID. When informing the customer that no support contract was found, the customer sends a fax to the L1 support professional with the customer's support document including the Passport Advantage number and customer number.What should the L1 support professional do in this case?

A) Create a secondary PMR and requeue it to the entitlement exception team and work on the primary PMR after entitling it with "no valid contract".
B) Close the PMR.
C) Create a secondary PMR and requeue it to the entitlement exception team and requeue the primary PMR to the feedback queue until notified by the entitlement exception team.
D) Re-entitle the PMR for any product and work on the PMR.

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: