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IBM Application Integration Middleware L1 Support Application Development Sample Questions:

1. A Level 1 support professional would like to be kept informed of product-specific news or updated support content, such as publications, hints and tips, technical notes, product flashes (alerts)and downloads, and drivers. What is the advantage of the My Support webpage?
The information:

A) can be animated like a Power Point presentation.
B) will be translated to the National Language.
C) can be refreshed to always show current information.
D) can be personalized.

2. What is measured by Service Given Days? The number of days from Call Entry (CE) to the:

A) first instance of a final service given code on PMRs.
B) last instance of a final service given code on PMRs.
C) T9 service given code.
D) non-definitive last service given code on PMRs.

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

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

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

5. Explain why the customer would use a Problem Management Record (PMR) online tool (e.g.. Electronic Service Request (ESR), Service Request (SR))?
It is an IBM application where customers can:

A) download official patches and fixes for their PMRs.
B) register and ask for software support.
C) open, update and list their PMRs.
D) search for old PMRs, including their own.

Solutions: