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IBM C9510-526 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: L1 Support Processes & PMR Management | 30% | - Problem Management Record (PMR) lifecycle - Escalation procedures to L2/L3 support - Severity levels and response guidelines - CallCenter and OneTeam tools usage |
| Topic 2: IBM Integration Bus Architecture & Runtime | 25% | - IBM Integration Bus v10 core components - Security and access control - Message flows and execution groups - Runtime topology and deployment models |
| Topic 3: Problem Determination & Analysis | 25% | - Trace and diagnostic tools - EcuRep and Assist on Site (AOS) usage - Log collection and interpretation - Common errors and resolution steps |
| Topic 4: Technical Documentation & Customer Support | 20% | - Support metrics: HPP, EPSAR reporting - IBM Redbooks, Technotes, and Techdocs - Writing clear technical communications |
IBM Application Integration Middleware L1 Support Application Development Sample Questions:
What is measured by Service Given Days? The number of days from Call Entry (CE) to the:
- A. T9 service given code.
- B. last instance of a final service given code on PMRs.
- C. first instance of a final service given code on PMRs.
- D. non-definitive last service given code on PMRs.
Correct Answer: C 🗳️
Premium Support offerings are services that provide:
- A. specialized support on Operating Systems or Middleware products
- B. additional and specialized support on Operating Systems or Middleware products.
- C. additional and specialized support on Middleware products.
- D. additional and specialized support on Operating Systems.
Correct Answer: D 🗳️
Explanation: Only visible for Fast2test members. You can sign-up / login (it's free).
Which of the required fields in a Design Change Request (DCR) has the most influence on the decision whether a requested functionality will be added to a product?
- A. Priority
- B. Requested Completion Date
- C. IBM business justification
- D. Description
Correct Answer: A 🗳️
What is the usage of the Post Sales database (PSdb) Web site?
- A. It allows the Support Professionals to search for their problem in other reported PMRs.
- B. It allows the customers to search for their problem in other reported Problem Management Records (PMRs)
- C. It helps support professionals determine what documents they will need from the customer according to their product.
- D. It allows both customers and Support professionals to search for their problem in other reported PMRs.
Correct Answer: C 🗳️
When setting a follow up (FUP) date with the customer, what should the L1 support professional do?
- A. 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.
- B. In talking with the customer, ask them when it would be best to set a follow up and set the date to that date.
- C. Choose a date that is best for the L1 support professional.
- D. Inform the customer in writing of the date of the next follow up, and set the date to that date.
Correct Answer: B 🗳️
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