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IBM Application Integration Middleware L1 Support Application Development Sample Questions:

1. The customer has expressed their concern on one of their Severity 1 Priority 1 Problem Management Records (PMRs)and has requested a call back from management. The L1 support professional needs to inform the Duty manager about the customer's escalation.
How does the L1 support professional find the Duty manager?
From the:

A) Account Representative responsible for the customer
B) BluePages
C) PMR scratch pad
D) Contact Reference File (CRF)

2. What is the encryption level and method that is used by Assist On-site (AOS)?

A) 64-bit Advanced Encryption Standard (AES)
B) 128-bit Advanced Encryption Standard (AES)
C) 128-bit Data Encryption Standard (DES)
D) 256-bit Triple Data Encryption Standard (DES)

3. When actively working with a customer on a PMR and the problem is resolved, what is the best practice to close the PMR?

A) Close the PMR without asking the customer if there is anything else IBM can help with.
B) Ask the customer for positive confirmation that the problem is resolved and follow-up a week later even if the customer states the PMR may be closed.
C) Discuss with a coworker as to whether the PMR should be closed.
D) Ask the customer for positive confirmation that the problem is resolved and that they agree the PMR may be closed.

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

5. A Level 1 support professional is working with a customer and notices the customer is getting more and more upset. The Problem Management Record (PMR) is being handled properly and the Level 1 support professional inquires if there are other issues being experienced outside of this PMR. The customer states that they have 12 PMRs open across WebSphere Application Server, WebSphere MQ. and WebSphere Message Broker. They are very frustrated as all of their PMRs are severity/priority 1 and they are not receiving any resolution.
What should the Level 1 support professional do?

A) Advise the customer to get with their Customer Support Rep to add the PMRs to their CritSit.
B) Advise the customer a Proactive Critical Situation (CritSit) is being opened.
C) Advise the customer that it takes time and many cycles to resolve a PMR and to be more patient.
D) Advise the customer that IBM is doing everything possible to resolve their PMRs.

Solutions: