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| Section | Weight | Objectives |
|---|---|---|
| IBM Integration Bus Architecture & Runtime | 25% | - Security and access control - Runtime topology and deployment models - IBM Integration Bus v10 core components - Message flows and execution groups |
| Problem Determination & Analysis | 25% | - Log collection and interpretation - Trace and diagnostic tools - EcuRep and Assist on Site (AOS) usage - Common errors and resolution steps |
| Technical Documentation & Customer Support | 20% | - Writing clear technical communications - IBM Redbooks, Technotes, and Techdocs - Support metrics: HPP, EPSAR reporting |
| L1 Support Processes & PMR Management | 30% | - Severity levels and response guidelines - Escalation procedures to L2/L3 support - CallCenter and OneTeam tools usage - Problem Management Record (PMR) lifecycle |
1. AnL1 support professional has receivedaProblem Management Record (PMR), and identified an Authorized Program Analysis Report (APAR). The APAR has recently been raised and a test fix is available from Level 3. The L1 support professional has guided the customer through downloading this temporary fix.
How should the L1 support professional update the PMR?
Code a Service Given (SG) for:
A) Codedefect.
B) Installassistance for an APAR or Program Temporary Fix (PTF).
C) Circumventiongiven.
D) fixtest given.
2. Refer to the Exhibit.
In CallCenter.the VM ID and node fields are set on the options notebook registration tab.
What is the purpose of these fields?
They are used for:
A) CallCenter to authenticate at the login time.
B) an email address to send notification when password is locked.
C) notification to the resolution team on critsit PMRs
D) RETAIN Notify to send Problem Management Report (PMR) notification.
3. The Format Alter (FA) 1654 has a timezone. TZ field.
This refers to the timezone of:
A) the customer's support contract
B) the customer contact
C) L1 support
D) L2 support
4. 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) Description
C) IBM business justification
D) Priority
5. Where would a L1 support professional point the customer for practical information, configuration scenarios, and installation of IBM software?
A) IBMBluebooks
B) IBMTechnotes
C) IBMTechbooks
D) IBMRedbooks
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: A | Question # 3 Answer: D | Question # 4 Answer: D | Question # 5 Answer: D |
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