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IBM Application Integration Middleware L1 Support Application Development Sample Questions:

1. A L1 support professional needs to assist the customer in collecting log files. Which is the best state of Assist on Site (AOS) to do this?

A) take over / full control
B) chat only
C) shared keyboard and mouse
D) view only

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

3. What information does the Hours Per Problem (HPP) metric measure? It measures the:

A) total number of hours reported by the L1 support professional on a single Problem Management Record (PMR).
B) average number of EPSAR hours on PMRs handled by the L1 support professional.
C) average number of Electronic Programming Service Activity Report (EPSAR) hours on PMRs handled by all L1 support.
D) average number of PMRs handled by the L1 support professional per month.

4. 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 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.
C) 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.
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.

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

Solutions: