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IBM Application Integration Middleware L1 Support Application Development Sample Questions:

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

2. While working on a Problem Management Record (PMR), the L1 support professional is called to an urgent meeting. When returning from that meeting, it appears that the PMR is still dispatched. What is the correct action for the L1 support professional to take?

A) Continue to work on the PMR with no time adjustment.
B) Immediately requeue the PMR with no time adjustment.
C) Continue to work on the PMR and adjust time recording for the meeting.
D) Requeue the PMR using the "No Change" option to adjust time recording.

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

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

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) average number of PMRs handled by the L1 support professional per month.
C) average number of EPSAR hours on PMRs handled by the L1 support professional.
D) total number of hours reported by the L1 support professional on a single Problem Management Record (PMR).

5. A customer has phoned in and asked for the Severity of their Problem Management Record (PMR) to be changed, because it is now severely impacting their business. According to the Software Support Handbook, to what Severity should the L1 support professional change the PMR?

A) 4
B) 3
C) 1
D) 2

Solutions: