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IBM C9510-526 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Problem Determination & Analysis | 25% | - Log collection and interpretation - Trace and diagnostic tools - EcuRep and Assist on Site (AOS) usage - Common errors and resolution steps |
| Topic 2: IBM Integration Bus Architecture & Runtime | 25% | - Runtime topology and deployment models - IBM Integration Bus v10 core components - Message flows and execution groups - Security and access control |
| Topic 3: Technical Documentation & Customer Support | 20% | - Support metrics: HPP, EPSAR reporting - Writing clear technical communications - IBM Redbooks, Technotes, and Techdocs |
| Topic 4: L1 Support Processes & PMR Management | 30% | - Problem Management Record (PMR) lifecycle - Escalation procedures to L2/L3 support - CallCenter and OneTeam tools usage - Severity levels and response guidelines |
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 contact their Account Representative, and then close the PMR.
- B. ask the customer to engage IBM Services, and then close the PMR.
- C. close the PMR.
- D. ask the customer to engage their development team, and then close the PMR.
Correct Answer: B 🗳️
A L1 support professional has worked on a Severity 1 Problem Management Record (PMR). The root cause of the issue has not yet been identified. The PMR is now being worked by two different L2 teams. A new set of documentation has arrived and triggered a new secondary onto the country FrontEnd queue.
Which one of the following is an appropriate course of action for the L1 support professional?
Verify that the new documentation is readable.
- A. Call generate another secondary onto the country FrontEnd queue while reviewing the documentation to try to identify the cause of the problem and Re-queue the new secondary PMR directly using the Automatic Queue Selection (AQS) to route it.
- B. Review the documentation to try to identify the cause of the problem. Re-queue the new secondary PMR directly to the queue on which the Primary resides.
- C. Review the documentation to try to identify the cause of the problem. Re-queue the new secondary PMR directly using the Automatic Queue Selection (AQS) to route it.
- D. Call generate a secondary onto one of the Backend L2 team's entry queue and Re-queue the new secondary to the other L2 team's entry queue.
Correct Answer: B 🗳️
The L1 support professional received a secondary Problem Management Record (PMR) and needs to requeue this secondary PMR to the primary PMR location. Which function does the L1 support professional use to locate the primary PMR using CallCenter?
- A. List Primary
- B. ListPMRs
- C. List Queues
- D. List Calls
Correct Answer: C 🗳️
At what stage must the OneTeam Format Alter (1654) be completed?
- A. After the customer has been contacted for the first time.
- B. Before escalating the PMR to L2 support.
- C. When analyzing the problem.
- D. During Problem Management Record (PMR) closure.
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. In talking with the customer, ask them when it would be best to set a follow up and set the date to that date.
- D. Inform the customer in writing of the date of the next follow up, and set the date to that date.
Correct Answer: C 🗳️
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