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IBM C9510-526 Exam Syllabus Topics:

IBM Application Integration Middleware L1 Support Application Development Sample Questions:

Question 1

The customer has expressed their concern on one of their Severity 1 Priority 1 Problem Management Records (PMRs)and has requested a call back from management. The L1 support professional needs to inform the Duty manager about the customer's escalation.
How does the L1 support professional find the Duty manager?
From the:

A. Contact Reference File (CRF)
B. Account Representative responsible for the customer
C. BluePages
D. PMR scratch pad

Question 2

What information does the Hours Per Problem (HPP) metric measure? It measures the:

A. total number of hours reported by the L1 support professional on a single Problem Management Record (PMR).
B. average number of PMRs handled by the L1 support professional per month.
C. average number of EPSAR hours on PMRs handled by the L1 support professional.
D. average number of Electronic Programming Service Activity Report (EPSAR) hours on PMRs handled by all L1 support.

Question 3

A Level 1 support professional is working with a customer and notices the customer is getting more and more upset. The Problem Management Record (PMR) is being handled properly and the Level 1 support professional inquires if there are other issues being experienced outside of this PMR. The customer states that they have 12 PMRs open across WebSphere Application Server, WebSphere MQ. and WebSphere Message Broker. They are very frustrated as all of their PMRs are severity/priority 1 and they are not receiving any resolution.
What should the Level 1 support professional do?

A. Advise the customer a Proactive Critical Situation (CritSit) is being opened.
B. Advise the customer that IBM is doing everything possible to resolve their PMRs.
C. Advise the customer to get with their Customer Support Rep to add the PMRs to their CritSit.
D. Advise the customer that it takes time and many cycles to resolve a PMR and to be more patient.

Question 4

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 and adjust time recording for the meeting.
B. Immediately requeue the PMR with no time adjustment.
C. Continue to work on the PMR with no time adjustment.
D. Requeue the PMR using the "No Change" option to adjust time recording.

Question 5

Which one of the following is not a service of the IBM Passport Advantage offering?

A. 24x7 support on all Problem Management Records (PMRs)
B. software download and licensing
C. product updates
D. software maintenance and support

Solutions: