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IBM Application Integration Middleware L1 Support Application Development Sample Questions:

1. A L1 support professional has received an email from a customer in reply to a request for additional information.
Which one of the following is the correct course of action to updating the PMR?
The L1 support professional should copy the email:

A) editing out all of the error information, including any confidential information
B) in its entirety
C) Editingthe error information down to just the relevant section
D) the error information down to just the relevant section and remove any confidential information

2. 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) open a new severity 3 PMR.
C) document it in the current PMR.
D) do nothing further.

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

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

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

5. Which one of the following is not a service of the IBM Passport Advantage offering?

A) 24x7 support on all Problem Management Records (PMRs)
B) software download and licensing
C) product updates
D) software maintenance and support

Solutions: