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IBM Application Integration Middleware L1 Support Application Development Sample Questions:

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

2. Communication is not what the L1 support professional says. It is what the customer hears and what they think the L1 support professional meant. It is the perception. NOT the:

A) words.
B) intent.
C) understanding.
D) information.

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 L2 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 L1 queue

4. When writing a technical document which will be available for both internal and external use, how should the L1 support professional utilize acronyms?

A) Use them; write out the name then in parenthesis place the acronym.
B) Use them; if people do not know then it is up to them to figure them out.
C) Do not use them as the external users may not know them.
D) Do not use them as the external and internal users may not know them.

5. While working on a defect Problem Management Report (PMR). the customer needs extensive
"how to" assistance from the L1 support professional in obtaining needed documentation.
Report the time spent:

A) on the defect PMR.
B) using a service given code of R9.
C) using a service given code of T9.
D) on a new non-defect PMR.

Solutions: