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IBM Application Integration Middleware L1 Support Application Development Sample Questions:

1. 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.

2. 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) Only IBM employees where they can access it from the intranet.
C) IBM employees that are registered in ECuRep.
D) IBM employees and Customers who are registered in ECuRep

3. What is the encryption level and method that is used by Assist On-site (AOS)?

A) 256-bit Triple Data Encryption Standard (DES)
B) 128-bit Data Encryption Standard (DES)
C) 128-bit Advanced Encryption Standard (AES)
D) 64-bit Advanced Encryption Standard (AES)

4. 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) Call Generate a new Severity 2 secondary PMR onto the L1 queue
B) Call Generate a new Severity 2 secondary PMR onto the L2 queue.
C) 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.
D) Call Generate a new Severity 1 secondary on the L2 queue and if required follow the appropriate Contact Reference File (CRF) callout procedure.

5. 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) Call or email them, both are useful tools of communication.
C) Email the customer as it is quicker than calling them.
D) Communicate in the fashion desired by the customer.

Solutions: