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IBM Application Integration Middleware L1 Support Application Development Sample Questions:

1. A customer opened a PMR to request a fixpack for WebSphere Application Server. What action should the L1 support professional take?

A) Contact L3 to get fixpack.
B) Close the PMR as it is out of L1 support scope.
C) Post thread in developerWorks forum and direct the customer to it.
D) Search for fixpack and provide link and instruction to customer.

2. 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) 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.
B) 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.
C) 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.
D) 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.

3. A L1 support professional has received an email to their personal Lotus ID, there were no other addressees. The customer used the external Bluepages to find the email address. The email indicates that this problem has now become critical to their business. The Problem Management Record (PMR) is with L2 support.
What action should the L1 support professional take?
Copy the information from the email into a PMR update, contact the customer and ask them to use the ECuRep mail address, and:

A) ask the customer to provide a 24x7 contact. Call Generate a new Severity 1 secondary on the L2 queue and if required follow the appropriate Contact Reference File (CRF) callout procedure.
B) Call Generate a new Severity 2 secondary PMR onto the L1 queue
C) Call Generate a new Severity 1 secondary on the L2 queue and if required follow the appropriate Contact Reference File (CRF) callout procedure.
D) Call Generate a new Severity 2 secondary PMR onto the L2 queue.

4. A L1 support professional has received an email from a customer in reply to a request for additional information.
Which one of the following is the correct course of action to updating the PMR?
The L1 support professional should copy the email:

A) editing out all of the error information, including any confidential information
B) in its entirety
C) the error information down to just the relevant section and remove any confidential information
D) Editingthe error information down to just the relevant section

5. The Format Alter (FA) 1654 has a timezone. TZ field.
This refers to the timezone of:

A) the customer contact
B) L2 support
C) the customer's support contract
D) L1 support

Solutions: