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IBM C9510-526 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Technical Documentation & Customer Support | 20% | - IBM Redbooks, Technotes, and Techdocs - Writing clear technical communications - Support metrics: HPP, EPSAR reporting |
| Topic 2: IBM Integration Bus Architecture & Runtime | 25% | - Runtime topology and deployment models - IBM Integration Bus v10 core components - Security and access control - Message flows and execution groups |
| Topic 3: Problem Determination & Analysis | 25% | - Common errors and resolution steps - EcuRep and Assist on Site (AOS) usage - Trace and diagnostic tools - Log collection and interpretation |
| Topic 4: L1 Support Processes & PMR Management | 30% | - Severity levels and response guidelines - Problem Management Record (PMR) lifecycle - Escalation procedures to L2/L3 support - CallCenter and OneTeam tools usage |
IBM Application Integration Middleware L1 Support Application Development Sample Questions:
As a L1 support professional there are numerous Problem Management Record (PMR) tools that canbeutilized. When should Assist On Site (AOS) be used instead of IBM Support Assistant (ISA)?
To:
- A. remote log-in to a client's machine to assist in gathering log files
- B. run diagnostic tools
- C. collect the correct set of documentation
- D. search numerous databases concurrently
Correct Answer: D 🗳️
A customer opens a Problem Management Record (PMR) electronically and provides a ComplD. The Level 1 support professional cannotfind entitlement for this CompID. When informing the customer that no support contract was found, the customer sends a fax to the L1 support professional with the customer's support document including the Passport Advantage number and customer number.What should the L1 support professional do in this case?
- A. Create a secondary PMR and requeue it to the entitlement exception team and requeue the primary PMR to the feedback queue until notified by the entitlement exception team.
- B. Create a secondary PMR and requeue it to the entitlement exception team and work on the primary PMR after entitling it with "no valid contract".
- C. Close the PMR.
- D. Re-entitle the PMR for any product and work on the PMR.
Correct Answer: A 🗳️
While working on a Problem Management Record (PMR), the L1 support professional is called to an urgent meeting. When returning from that meeting, it appears that the PMR is still dispatched. What is the correct action for the L1 support professional to take?
- A. Continue to work on the PMR with no time adjustment.
- B. Immediately requeue the PMR with no time adjustment.
- C. Continue to work on the PMR and adjust time recording for the meeting.
- D. Requeue the PMR using the "No Change" option to adjust time recording.
Correct Answer: C 🗳️
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 animated like a Power Point presentation.
- D. can be personalized.
Correct Answer: D 🗳️
When actively working with a customer on a PMR and the problem is resolved, what is the best practice to close the PMR?
- A. Discuss with a coworker as to whether the PMR should be closed.
- B. Close the PMR without asking the customer if there is anything else IBM can help with.
- C. Ask the customer for positive confirmation that the problem is resolved and that they agree the PMR may be closed.
- D. Ask the customer for positive confirmation that the problem is resolved and follow-up a week later even if the customer states the PMR may be closed.
Correct Answer: B 🗳️
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