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IBM Application Integration Middleware L1 Support Application Development Sample Questions:

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

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

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

A) average number of PMRs handled by the L1 support professional per month.
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 EPSAR hours on PMRs handled by the L1 support professional.

3. A L1 support professional needs to assist the customer in collecting log files. Which is the best state of Assist on Site (AOS) to do this?

A) take over / full control
B) chat only
C) view only
D) shared keyboard and mouse

4. When files are requested, a service given code of "W9" is utilized. What service given code is utilized when the files arrive?

A) 39
B) 19
C) 99
D) R9

5. What is the best reason for quality written technical communication?

A) To ensure our clients can read and understand emails.
B) To ensure our customers can understand what has been written.
C) Allows IBM to be competitive, provides greater understanding of message, and ensure less confusion of meaning and intent.
D) Allows IBM to stay competitive, helps sell the product, provides greater understanding of message, and ensures less confusion of meaning and intent.

Solutions: