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IBM Application Integration Middleware L1 Support Application Development Sample Questions:

1. The IBM Support Assistant (ISA) Blue tool is an?

A) tool for both internal and external use
B) externally available tool for customers
C) internal offering for IBM SWG products for support professionals, providing an integrated and extensible toolset for problem resolution
D) internal tool to capture audit trail information of customer navigation to support site.

2. Prior to transferring a FrontEnd Problem Management Record (PMR) to the BackEnd , a problem summary should be added to the PMR. The FrontEnd process uses the term BEDANT to describe the mandatory information that must be included in the problem summary.
What does the T in BEDANT stand for?

A) Test Case
B) Target
C) Transaction data
D) Transfer

3. Where can a published Technotebe found?

A) in the LI Support teamroom
B) in RETAIN
C) on the IBM Support Web site
D) inCallCenter

4. Premium Support offerings are services that provide:

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

5. While working a Problem Management Record (PMR), a Level 1 support professional learns that the PMR has been added to an existing Critical Situation (CritSit) for the customer. What needs to be done to ensure proper handling of the PMR?

A) Update the Complaint field to include the CritSit number, ensure PMR is worked in an agreed upon timeframe with the customer, and attend any customer CritSit calls requested by the Project Office.
B) Update the CritSit field to include the CritSit number, ensure PMR is worked in an agreed upon timeframe with the customer, and attend any customer CritSit calls requested by the Projectoffice.
C) Update the CritSit field to include the CritSit number, ensure PMR is worked on a daily basis, and attend any customer CritSit calls requested by the Project Office.
D) Update the Complaint field to include the CritSit number, ensure PMR is worked on a daily basis, and attend any customer CritSit calls requested by the Project Office.

Solutions: