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IBM C9510-526 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Customer Communication & Service Standards | 10% | - Follow-up & Resolution Communication - Effective Customer Interaction |
| Support Processes & PMR Management | 35% | - Documentation & Case Handling Standards - Severity Levels & Escalation Procedures - Problem Management Record (PMR) Lifecycle |
| IBM Support Tools & Resources | 30% | - IBM Support Assistant (ISA) - Assist On Site (AOS) - Knowledge Base & Entitlement Systems |
| Application Integration Middleware Fundamentals | 25% | - Common Integration Patterns - WebSphere Integration Architecture - Basic Troubleshooting Concepts |
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 download and licensing
- B. 24x7 support on all Problem Management Records (PMRs)
- C. product updates
- D. software maintenance and support
Correct Answer: D 🗳️
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. run diagnostic tools
- B. remote log-in to a client's machine to assist in gathering log files
- C. search numerous databases concurrently
- D. collect the correct set of documentation
Correct Answer: C 🗳️
When setting a follow up (FUP) date with the customer, what should the L1 support professional do?
- A. Choose a date that is best for the L1 support professional.
- B. If working on a voice Problem Management Record (PMR). ask the customer for the date, or. if working on an electronic PMR. advise of the date.
- C. Inform the customer in writing of the date of the next follow up, and set the date to that date.
- D. In talking with the customer, ask them when it would be best to set a follow up and set the date to that date.
Correct Answer: D 🗳️
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 contact their Account Representative, and then close the PMR.
- B. ask the customer to engage their development team, and then close the PMR.
- C. ask the customer to engage IBM Services, and then close the PMR.
- D. close the PMR.
Correct Answer: C 🗳️
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. Installassistance for an APAR or Program Temporary Fix (PTF).
- B. Codedefect.
- C. Circumventiongiven.
- D. fixtest given.
Correct Answer: A 🗳️
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