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IBM Application Integration Middleware L1 Support Application Development Sample Questions:

1. Which of the required fields in a Design Change Request (DCR) has the most influence on the decision whether a requested functionality will be added to a product?

A) Requested Completion Date
B) IBM business justification
C) Priority
D) Description

2. A L1 support professional has worked on a Severity 1 Problem Management Record (PMR). The root cause of the issue has not yet been identified. The PMR is now being worked by two different L2 teams. A new set of documentation has arrived and triggered a new secondary onto the country FrontEnd queue.
Which one of the following is an appropriate course of action for the L1 support professional?
Verify that the new documentation is readable.

A) Review the documentation to try to identify the cause of the problem. Re-queue the new secondary PMR directly using the Automatic Queue Selection (AQS) to route it.
B) Review the documentation to try to identify the cause of the problem. Re-queue the new secondary PMR directly to the queue on which the Primary resides.
C) Call generate a secondary onto one of the Backend L2 team's entry queue and Re-queue the new secondary to the other L2 team's entry queue.
D) Call generate another secondary onto the country FrontEnd queue while reviewing the documentation to try to identify the cause of the problem and Re-queue the new secondary PMR directly using the Automatic Queue Selection (AQS) to route it.

3. When setting a follow up (FUP) date with the customer, what should the L1 support professional do?

A) Inform the customer in writing of the date of the next follow up, and set the date to that date.
B) In talking with the customer, ask them when it would be best to set a follow up and set the date to that date.
C) Choose a date that is best for the L1 support professional.
D) If working on a voice Problem Management Record (PMR). ask the customer for the date, or. if working on an electronic PMR. advise of the date.

4. While working on a Problem Management Record (PMR), the L1 support professional is called to an urgent meeting. When returning from that meeting, it appears that the PMR is still dispatched. What is the correct action for the L1 support professional to take?

A) Continue to work on the PMR with no time adjustment.
B) Requeue the PMR using the "No Change" option to adjust time recording.
C) Immediately requeue the PMR with no time adjustment.
D) Continue to work on the PMR and adjust time recording for the meeting.

5. 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) Transaction data
C) Target
D) Transfer

Solutions: