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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) 1 hour
C) 4 hours
D) 3 business days

2. The Format Alter (FA) 1654 has a timezone. TZ field.
This refers to the timezone of:

A) the customer contact
B) the customer's support contract
C) L1 support
D) L2 support

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

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

4. Which one of the following troubleshooting and diagnostic tools available for customers, is designed to primarily help answer questions and gather data for support personnel.

A) IBM Software Assistant
B) IBM Support Assistant
C) IBM Electronic Knowledge Database
D) IBM Assist on Site

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) search for old PMRs, including their own.
C) open, update and list their PMRs.
D) register and ask for software support.

Solutions: