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IBM Application Integration Middleware L1 Support Application Development Sample Questions:

1. A L1 support professional has worked on a Severity 1 Problem Management Record (PMR). The root cause of the issue has not yet been identified. The PMR is now being worked by two different L2 teams. A new set of documentation has arrived and triggered a new secondary onto the country FrontEnd queue.
Which one of the following is an appropriate course of action for the L1 support professional?
Verify that the new documentation is readable.

A) Call generate a secondary onto one of the Backend L2 team's entry queue and Re-queue the new secondary to the other L2 team's entry queue.
B) Review the documentation to try to identify the cause of the problem. Re-queue the new secondary PMR directly to the queue on which the Primary resides.
C) Call generate another secondary onto the country FrontEnd queue while reviewing the documentation to try to identify the cause of the problem and Re-queue the new secondary PMR directly using the Automatic Queue Selection (AQS) to route it.
D) Review the documentation to try to identify the cause of the problem. Re-queue the new secondary PMR directly using the Automatic Queue Selection (AQS) to route it.

2. 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

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

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

4. Which of the required fields in a Design Change Request (DCR) has the most influence on the decision whether a requested functionality will be added to a product?

A) Priority
B) Requested Completion Date
C) IBM business justification
D) Description

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: