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IBM C9510-526 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: IBM Support Tools & Resources | 30% | - Knowledge Base & Entitlement Systems - Assist On Site (AOS) - IBM Support Assistant (ISA) |
| Topic 2: Support Processes & PMR Management | 35% | - Severity Levels & Escalation Procedures - Documentation & Case Handling Standards - Problem Management Record (PMR) Lifecycle |
| Topic 3: Application Integration Middleware Fundamentals | 25% | - Common Integration Patterns - WebSphere Integration Architecture - Basic Troubleshooting Concepts |
| Topic 4: Customer Communication & Service Standards | 10% | - Follow-up & Resolution Communication - Effective Customer Interaction |
IBM Application Integration Middleware L1 Support Application Development Sample Questions:
1. Where can a published Technotebe found?
A) in the LI Support teamroom
B) in RETAIN
C) on the IBM Support Web site
D) inCallCenter
2. The server "ftp.ecurep.ibm.com" is an anonymous FTP server, who can access this server?
A) IBM employees and Customers who are registered in ECuRep
B) IBM employees that are registered in ECuRep.
C) Only IBM employees where they can access it from the intranet.
D) Every one as it'sacess is public from the internet.
3. What is the purpose of the externally available IBM Support Assistant (ISA) tool? It is an IBM tool:
A) to open an Enhancement Request.
B) for the customer entitlement process.
C) where customers are able to download software products.
D) that helps customers find answers and resolve issues with IBM software products.
4. When setting a follow up (FUP) date with the customer, what should the L1 support professional do?
A) Inform the customer in writing of the date of the next follow up, and set the date to that date.
B) Choose a date that is best for the L1 support professional.
C) In talking with the customer, ask them when it would be best to set a follow up and set the date to that date.
D) 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.
5. 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) CallCenter to authenticate at the login time.
C) notification to the resolution team on critsit PMRs
D) RETAIN Notify to send Problem Management Report (PMR) notification.
Solutions:
| Question # 1 Answer: C | Question # 2 Answer: A | Question # 3 Answer: D | Question # 4 Answer: C | Question # 5 Answer: B |
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