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IBM Application Integration Middleware L1 Support Application Development Sample Questions:

1. Premium Support offerings are services that provide:

A) additional and specialized support on Operating Systems.
B) specialized support on Operating Systems or Middleware products
C) additional and specialized support on Middleware products.
D) additional and specialized support on Operating Systems or Middleware products.

2. While working a Problem Management Record (PMR), a Level 1 support professional learns that the PMR has been added to an existing Critical Situation (CritSit) for the customer. What needs to be done to ensure proper handling of the PMR?

A) Update the Complaint field to include the CritSit number, ensure PMR is worked on a daily basis, and attend any customer CritSit calls requested by the Project Office.
B) Update the CritSit field to include the CritSit number, ensure PMR is worked in an agreed upon timeframe with the customer, and attend any customer CritSit calls requested by the Projectoffice.
C) Update the CritSit field to include the CritSit number, ensure PMR is worked on a daily basis, and attend any customer CritSit calls requested by the Project Office.
D) Update the Complaint field to include the CritSit number, ensure PMR is worked in an agreed upon timeframe with the customer, and attend any customer CritSit calls requested by the Project Office.

3. Which one of the following is a valid format when sending a file to ECuRep?

A) 87876.724.0LDconfig.txt
B) 87654.0L049config.txt
C) 87656 724999.config.txt
D) 87876765724config.txt

4. Communication is not what the L1 support professional says. It is what the customer hears and what they think the L1 support professional meant. It is the perception. NOT the:

A) understanding.
B) intent.
C) information.
D) words.

5. What is the total time aOneTeam Severity 3 Problem Management Record (PMR) should be worked before passing to the BackEnd?

A) 5 business days
B) 3 business days
C) 4 hours
D) 1 hour

Solutions: