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

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

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

4. A L1 support professional needs to assist the customer in collecting log files. Which is the best state of Assist on Site (AOS) to do this?

A) view only
B) chat only
C) shared keyboard and mouse
D) take over / full control

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

A) average number of PMRs handled by the L1 support professional per month.
B) total number of hours reported by the L1 support professional on a single Problem Management Record (PMR).
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.

Solutions: