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IBM Application Integration Middleware L1 Support Application Development Sample Questions:

1. A L1 support professional has received an email to their personal Lotus ID, there were no other addressees. The customer used the external Bluepages to find the email address. The email indicates that this problem has now become critical to their business. The Problem Management Record (PMR) is with L2 support.
What action should the L1 support professional take?
Copy the information from the email into a PMR update, contact the customer and ask them to use the ECuRep mail address, and:

A) ask the customer to provide a 24x7 contact. Call Generate a new Severity 1 secondary on the L2 queue and if required follow the appropriate Contact Reference File (CRF) callout procedure.
B) Call Generate a new Severity 1 secondary on the L2 queue and if required follow the appropriate Contact Reference File (CRF) callout procedure.
C) Call Generate a new Severity 2 secondary PMR onto the L1 queue
D) Call Generate a new Severity 2 secondary PMR onto the L2 queue.

2. When working on a Problem Management Record (PMR), how should the L1 support professional contact the customer?

A) Call the customer as it is quicker to talk to them to figure out the issue.
B) Email the customer as it is quicker than calling them.
C) Communicate in the fashion desired by the customer.
D) Call or email them, both are useful tools of communication.

3. Communication is not what the L1 support professional says. It is what the customer hears and what they think the L1 support professional meant. It is the perception. NOT the:

A) information.
B) intent.
C) words.
D) understanding.

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

5. The server "ftp.ecurep.ibm.com" is an anonymous FTP server, who can access this server?

A) IBM employees and Customers who are registered in ECuRep
B) Every one as it'sacess is public from the internet.
C) Only IBM employees where they can access it from the intranet.
D) IBM employees that are registered in ECuRep.

Solutions: