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IBM Application Integration Middleware L1 Support Application Development Sample Questions:

1. Where would a L1 support professional point the customer for practical information, configuration scenarios, and installation of IBM software?

A) IBMRedbooks
B) IBMTechnotes
C) IBMBluebooks
D) IBMTechbooks

2. The server "ftp.ecurep.ibm.com" is an anonymous FTP server, who can access this server?

A) Only IBM employees where they can access it from the intranet.
B) IBM employees that are registered in ECuRep.
C) IBM employees and Customers who are registered in ECuRep
D) Every one as it'sacess is public from the internet.

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

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

4. 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 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.
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 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.

5. 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) nothing; leave it empty to avoid any confusion
C) the ID of the L2 support professional
D) the Owner ID of the other PMR

Solutions: