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IBM Application Integration Middleware L1 Support Application Development Sample Questions:

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

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

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

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

3. Why is performing follow up (FUP) on the date set important?

A) To show the customer that they have not responded.
B) To ensure the customer knows they need to send in files.
C) It shows commitment to our customers by the support professional.
D) It shows the customer that the Problem Management Record (PMR) is in need of being worked on.

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

5. The customer has expressed their concern on one of their Severity 1 Priority 1 Problem Management Records (PMRs)and has requested a call back from management. The L1 support professional needs to inform the Duty manager about the customer's escalation.
How does the L1 support professional find the Duty manager?
From the:

A) BluePages
B) Account Representative responsible for the customer
C) Contact Reference File (CRF)
D) PMR scratch pad

Solutions: