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IBM C9510-526 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| IBM Integration Bus Architecture & Runtime | 25% | - Security and access control - IBM Integration Bus v10 core components - Message flows and execution groups - Runtime topology and deployment models |
| Technical Documentation & Customer Support | 20% | - IBM Redbooks, Technotes, and Techdocs - Writing clear technical communications - Support metrics: HPP, EPSAR reporting |
| Problem Determination & Analysis | 25% | - Common errors and resolution steps - EcuRep and Assist on Site (AOS) usage - Log collection and interpretation - Trace and diagnostic tools |
| 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 Application Integration Middleware L1 Support Application Development Sample Questions:
A customer has opened a new Problem Management Record (PMR). The L1 support professional has contacted the customer and determined the issue is a performance problem. The customer's system is functioning and the issue is not urgent.
What should the L1 support professional do in this situation?
Explain to the customer that this is not covered by their support contract, and:
- A. ask the customer to engage their development team, and then close the PMR.
- B. close the PMR.
- C. ask the customer to contact their Account Representative, and then close the PMR.
- D. ask the customer to engage IBM Services, and then close the PMR.
Correct Answer: D 🗳️
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. the error information down to just the relevant section and remove any confidential information
- B. in its entirety
- C. Editingthe error information down to just the relevant section
- D. editing out all of the error information, including any confidential information
Correct Answer: C 🗳️
A L1 support professional receives a new Problem Management Report (PMR) and the
Next Queue field has not been set. What should be inserted into the Next Queue field?
- A. nothing, the Next Queue field is only used for escalation
- B. the Front End monitored queue
- C. the Back End monitored queue
- D. nothing, the Next Queue will be filled in by the BackEnd
Correct Answer: B 🗳️
While working a Problem Management Record (PMR), a Level 1 support professional learns that the PMR has been added to an existing Critical Situation (CritSit) for the customer. What needs to be done to ensure proper handling of the PMR?
- A. Update the Complaint field to include the CritSit number, ensure PMR is worked on a daily basis, and attend any customer CritSit calls requested by the Project Office.
- B. Update the Complaint field to include the CritSit number, ensure PMR is worked in an agreed upon timeframe with the customer, and attend any customer CritSit calls requested by the Project Office.
- C. Update the CritSit field to include the CritSit number, ensure PMR is worked on a daily basis, and attend any customer CritSit calls requested by the Project Office.
- D. Update the CritSit field to include the CritSit number, ensure PMR is worked in an agreed upon timeframe with the customer, and attend any customer CritSit calls requested by the Projectoffice.
Correct Answer: C 🗳️
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. search for old PMRs, including their own.
- D. download official patches and fixes for their PMRs.
Correct Answer: A 🗳️
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