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IBM C9510-526 Exam Syllabus Topics:

IBM Application Integration Middleware L1 Support Application Development Sample Questions:

1. The IBM Support Assistant (ISA) Blue tool is an?

A) tool for both internal and external use
B) externally available tool for customers
C) internal offering for IBM SWG products for support professionals, providing an integrated and extensible toolset for problem resolution
D) internal tool to capture audit trail information of customer navigation to support site.

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

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

4. Refer to the Exhibit.
In CallCenter.the VM ID and node fields are set on the options notebook registration tab.
What is the purpose of these fields?
They are used for:

A) an email address to send notification when password is locked.
B) RETAIN Notify to send Problem Management Report (PMR) notification.
C) CallCenter to authenticate at the login time.
D) notification to the resolution team on critsit PMRs

5. 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) Description
B) Requested Completion Date
C) Priority
D) IBM business justification

Solutions: