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IBM Application Integration Middleware L1 Support Application Development Sample Questions:
1. Premium Support offerings are services that provide:
A) additional and specialized support on Operating Systems or Middleware products.
B) additional and specialized support on Middleware products.
C) specialized support on Operating Systems or Middleware products
D) additional and specialized support on Operating Systems.
2. A L1 support professional receives a new Problem Management Report (PMR) and the
Next Queue field has not been set. What should be inserted into the Next Queue field?
A) nothing, the Next Queue field is only used for escalation
B) the Front End monitored queue
C) the Back End monitored queue
D) nothing, the Next Queue will be filled in by the BackEnd
3. Where would a L1 support professional point the customer for practical information, configuration scenarios, and installation of IBM software?
A) IBMBluebooks
B) IBMTechnotes
C) IBMRedbooks
D) IBMTechbooks
4. While talking to a customer regarding a Problem Management (PMR), the customer raises
a different "moderate impact" question.
What should the L1 support professional do?
Answer the unrelated question and:
A) do nothing further.
B) open a new severity 3 PMR.
C) open a new PMR at the same severity as the original PMR.
D) document it in the current PMR.
5. The IBM Support Assistant (ISA) Blue tool is an?
A) tool for both internal and external use
B) internal offering for IBM SWG products for support professionals, providing an integrated and extensible toolset for problem resolution
C) externally available tool for customers
D) internal tool to capture audit trail information of customer navigation to support site.
Solutions:
| Question # 1 Answer: D | Question # 2 Answer: B | Question # 3 Answer: C | Question # 4 Answer: C | Question # 5 Answer: A |
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