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IBM Application Integration Middleware L1 Support Application Development Sample Questions:

1. As a L1 support professional there are numerous Problem Management Record (PMR) tools that canbeutilized. When should Assist On Site (AOS) be used instead of IBM Support Assistant (ISA)?
To:

A) collect the correct set of documentation
B) search numerous databases concurrently
C) remote log-in to a client's machine to assist in gathering log files
D) run diagnostic tools

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

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

4. A customer opened a PMR to request a fixpack for WebSphere Application Server. What action should the L1 support professional take?

A) Close the PMR as it is out of L1 support scope.
B) Post thread in developerWorks forum and direct the customer to it.
C) Search for fixpack and provide link and instruction to customer.
D) Contact L3 to get fixpack.

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

Solutions: