IBM C9510-526

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IBM Application Integration Middleware L1 Support Application Development Sample Questions:

1. What information does the Hours Per Problem (HPP) metric measure? It measures the:

A) average number of PMRs handled by the L1 support professional per month.
B) total number of hours reported by the L1 support professional on a single Problem Management Record (PMR).
C) average number of Electronic Programming Service Activity Report (EPSAR) hours on PMRs handled by all L1 support.
D) average number of EPSAR hours on PMRs handled by the L1 support professional.

2. A customer has opened a new Problem Management Record (PMR). The L1 support professional has contacted the customer and determined the issue is a performance problem. The customer's system is functioning and the issue is not urgent.
What should the L1 support professional do in this situation?
Explain to the customer that this is not covered by their support contract, and:

A) ask the customer to contact their Account Representative, and then close the PMR.
B) ask the customer to engage IBM Services, and then close the PMR.
C) ask the customer to engage their development team, and then close the PMR.
D) close the PMR.

3. Explain why the customer would use a Problem Management Record (PMR) online tool (e.g.. Electronic Service Request (ESR), Service Request (SR))?
It is an IBM application where customers can:

A) search for old PMRs, including their own.
B) register and ask for software support.
C) download official patches and fixes for their PMRs.
D) open, update and list their PMRs.

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

5. What is the usage of the Post Sales database (PSdb) Web site?

A) It helps support professionals determine what documents they will need from the customer according to their product.
B) It allows both customers and Support professionals to search for their problem in other reported PMRs.
C) It allows the Support Professionals to search for their problem in other reported PMRs.
D) It allows the customers to search for their problem in other reported Problem Management Records (PMRs)

Solutions: