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Last Updated: Jun 03, 2026
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1. What is the purpose of the externally available IBM Support Assistant (ISA) tool? It is an IBM tool:
A) that helps customers find answers and resolve issues with IBM software products.
B) to open an Enhancement Request.
C) for the customer entitlement process.
D) where customers are able to download software products.
2. A Level 1 support professional would like to be kept informed of product-specific news or updated support content, such as publications, hints and tips, technical notes, product flashes (alerts)and downloads, and drivers. What is the advantage of the My Support webpage?
The information:
A) will be translated to the National Language.
B) can be refreshed to always show current information.
C) can be personalized.
D) can be animated like a Power Point presentation.
3. While working a new PMR, the L1 support professional finds an Open Problem Management Record (PMR) with the same issue and error that is being worked by BackEnd support.
What should be entered into the Owner ID field?
A) the Owner ID of the other PMR
B) the ID of the L2 support professional
C) the ID of the L1 Support professional
D) nothing; leave it empty to avoid any confusion
4. 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) fixtest given.
B) Codedefect.
C) Installassistance for an APAR or Program Temporary Fix (PTF).
D) Circumventiongiven.
5. What is measured by Service Given Days? The number of days from Call Entry (CE) to the:
A) non-definitive last service given code on PMRs.
B) first instance of a final service given code on PMRs.
C) T9 service given code.
D) last instance of a final service given code on PMRs.
Solutions:
| Question # 1 Answer: A | Question # 2 Answer: C | Question # 3 Answer: C | Question # 4 Answer: C | Question # 5 Answer: B |
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