質問 1：
What is the purpose of the externally available IBM Support Assistant (ISA) tool? It is an IBM tool:
A. to open an Enhancement Request.
B. for the customer entitlement process.
C. that helps customers find answers and resolve issues with IBM software products.
D. where customers are able to download software products.
正解：C
質問 2：
A customer has phoned in and asked for the Severity of their Problem Management Record (PMR) to be changed, because it is now severely impacting their business. According to the Software Support Handbook, to what Severity should the L1 support professional change the PMR?
A. 4
B. 1
C. 3
D. 2
正解：B
質問 3：
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. Priority
C. Description
D. IBM business justification
正解：B
質問 4：
Which one of the following is not a service of the IBM Passport Advantage offering?
A. 24x7 support on all Problem Management Records (PMRs)
B. software download and licensing
C. software maintenance and support
D. product updates
正解：C
質問 5：
What is the best reason for quality written technical communication?
A. Allows IBM to be competitive, provides greater understanding of message, and ensure less confusion of meaning and intent.
B. To ensure our clients can read and understand emails.
C. Allows IBM to stay competitive, helps sell the product, provides greater understanding of message, and ensures less confusion of meaning and intent.
D. To ensure our customers can understand what has been written.
正解：A
What is the purpose of the externally available IBM Support Assistant (ISA) tool? It is an IBM tool:
A. to open an Enhancement Request.
B. for the customer entitlement process.
C. that helps customers find answers and resolve issues with IBM software products.
D. where customers are able to download software products.
正解：C
質問 2：
A customer has phoned in and asked for the Severity of their Problem Management Record (PMR) to be changed, because it is now severely impacting their business. According to the Software Support Handbook, to what Severity should the L1 support professional change the PMR?
A. 4
B. 1
C. 3
D. 2
正解：B
質問 3：
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. Priority
C. Description
D. IBM business justification
正解：B
質問 4：
Which one of the following is not a service of the IBM Passport Advantage offering?
A. 24x7 support on all Problem Management Records (PMRs)
B. software download and licensing
C. software maintenance and support
D. product updates
正解：C
質問 5：
What is the best reason for quality written technical communication?
A. Allows IBM to be competitive, provides greater understanding of message, and ensure less confusion of meaning and intent.
B. To ensure our clients can read and understand emails.
C. Allows IBM to stay competitive, helps sell the product, provides greater understanding of message, and ensures less confusion of meaning and intent.
D. To ensure our customers can understand what has been written.
正解：A
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