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IBM Application Integration Middleware L1 Support Application Development Sample Questions:

1. AnL1 support professional has receivedaProblem Management Record (PMR), and identified an Authorized Program Analysis Report (APAR). The APAR has recently been raised and a test fix is available from Level 3. The L1 support professional has guided the customer through downloading this temporary fix.
How should the L1 support professional update the PMR?
Code a Service Given (SG) for:

A) Circumventiongiven.
B) Codedefect.
C) fixtest given.
D) Installassistance for an APAR or Program Temporary Fix (PTF).

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

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

3. A customer has opened a new Problem Management Record (PMR). The L1 support professional has contacted the customer and determined the issue is a performance problem. The customer's system is functioning and the issue is not urgent.
What should the L1 support professional do in this situation?
Explain to the customer that this is not covered by their support contract, and:

A) ask the customer to engage IBM Services, and then close the PMR.
B) ask the customer to engage their development team, and then close the PMR.
C) close the PMR.
D) ask the customer to contact their Account Representative, and then close the PMR.

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

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

5. Premium Support offerings are services that provide:

A) additional and specialized support on Operating Systems.
B) additional and specialized support on Middleware products.
C) specialized support on Operating Systems or Middleware products
D) additional and specialized support on Operating Systems or Middleware products.

Solutions: