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| Section | Weight | Objectives |
|---|---|---|
| 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% | - Escalation procedures to L2/L3 support - Severity levels and response guidelines - Problem Management Record (PMR) lifecycle - CallCenter and OneTeam tools usage |
| IBM Integration Bus Architecture & Runtime | 25% | - Message flows and execution groups - Runtime topology and deployment models - IBM Integration Bus v10 core components - Security and access control |
| Problem Determination & Analysis | 25% | - EcuRep and Assist on Site (AOS) usage - Log collection and interpretation - Common errors and resolution steps - Trace and diagnostic tools |
1. What information does the Hours Per Problem (HPP) metric measure? It measures the:
A) total number of hours reported by the L1 support professional on a single Problem Management Record (PMR).
B) average number of PMRs handled by the L1 support professional per month.
C) average number of EPSAR hours on PMRs handled by the L1 support professional.
D) average number of Electronic Programming Service Activity Report (EPSAR) hours on PMRs handled by all L1 support.
2. What is the usage of the Post Sales database (PSdb) Web site?
A) It allows both customers and Support professionals to search for their problem in other reported PMRs.
B) It allows the Support Professionals to search for their problem in other reported PMRs.
C) It allows the customers to search for their problem in other reported Problem Management Records (PMRs)
D) It helps support professionals determine what documents they will need from the customer according to their product.
3. Where can a published Technotebe found?
A) on the IBM Support Web site
B) in RETAIN
C) in the LI Support teamroom
D) inCallCenter
4. 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) Target
B) Test Case
C) Transaction data
D) Transfer
5. On EcuRepwhat file action for the problem analysis section is valid?
A) Log analyzer
B) IBM Thread and Monitor Analyzer
C) Search Files
D) Explore
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: D | Question # 3 Answer: A | Question # 4 Answer: B | Question # 5 Answer: D |
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