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IBM C9510-526 Exam Syllabus Topics:

IBM Application Integration Middleware L1 Support Application Development Sample Questions:

1. What is the purpose of the externally available IBM Support Assistant (ISA) tool? It is an IBM tool:

A) where customers are able to download software products.
B) to open an Enhancement Request.
C) that helps customers find answers and resolve issues with IBM software products.
D) for the customer entitlement process.

2. A customer has phoned in and asked for the Severity of their Problem Management Record (PMR) to be changed, because it is now severely impacting their business. According to the Software Support Handbook, to what Severity should the L1 support professional change the PMR?

A) 1
B) 3
C) 4
D) 2

3. 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) close the PMR.
B) ask the customer to engage IBM Services, and then close the PMR.
C) ask the customer to engage their development team, and then close the PMR.
D) ask the customer to contact their Account Representative, and then close the PMR.

4. When writing a technical document which will be available for both internal and external use, how should the L1 support professional utilize acronyms?

A) Do not use them as the external users may not know them.
B) Do not use them as the external and internal users may not know them.
C) Use them; write out the name then in parenthesis place the acronym.
D) Use them; if people do not know then it is up to them to figure them out.

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

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

Solutions: