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IBM C9510-526 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Application Integration Middleware Fundamentals | - Middleware Concepts
|
| Topic 2: Support Tools and Best Practices | - Support Resources
|
| Topic 3: Troubleshooting and Diagnostics | - Problem Analysis
|
| Topic 4: Application Development Support | - Development Environment
|
| Topic 5: L1 Support Processes | - Support Operations
|
IBM Application Integration Middleware L1 Support Application Development Sample Questions:
Which one of the following is not a service of the IBM Passport Advantage offering?
- A. software maintenance and support
- B. software download and licensing
- C. product updates
- D. 24x7 support on all Problem Management Records (PMRs)
Correct Answer: A 🗳️
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. open, update and list their PMRs.
- B. register and ask for software support.
- C. download official patches and fixes for their PMRs.
- D. search for old PMRs, including their own.
Correct Answer: A 🗳️
Communication is not what the L1 support professional says. It is what the customer hears and what they think the L1 support professional meant. It is the perception. NOT the:
- A. intent.
- B. understanding.
- C. words.
- D. information.
Correct Answer: B 🗳️
A L1 support professional has received an email to their personal Lotus ID, there were no other addressees. The customer used the external Bluepages to find the email address. The email indicates that this problem has now become critical to their business. The Problem Management Record (PMR) is with L2 support.
What action should the L1 support professional take?
Copy the information from the email into a PMR update, contact the customer and ask them to use the ECuRep mail address, and:
- A. Call Generate a new Severity 1 secondary on the L2 queue and if required follow the appropriate Contact Reference File (CRF) callout procedure.
- B. ask the customer to provide a 24x7 contact. Call Generate a new Severity 1 secondary on the L2 queue and if required follow the appropriate Contact Reference File (CRF) callout procedure.
- C. Call Generate a new Severity 2 secondary PMR onto the L2 queue.
- D. Call Generate a new Severity 2 secondary PMR onto the L1 queue
Correct Answer: A 🗳️
A L1 support professional has received an email from a customer in reply to a request for additional information.
Which one of the following is the correct course of action to updating the PMR?
The L1 support professional should copy the email:
- A. Editingthe error information down to just the relevant section
- B. editing out all of the error information, including any confidential information
- C. the error information down to just the relevant section and remove any confidential information
- D. in its entirety
Correct Answer: A 🗳️
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