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IBM Application Integration Middleware L1 Support Application Development Sample Questions:

1. Premium Support offerings are services that provide:

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

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

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

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

4. What is the purpose of the externally available IBM Support Assistant (ISA) tool? It is an IBM tool:

A) for the customer entitlement process.
B) that helps customers find answers and resolve issues with IBM software products.
C) to open an Enhancement Request.
D) where customers are able to download software products.

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

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

Solutions: