IBM C9510-526

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IBM C9510-526 Exam Syllabus Topics:

IBM Application Integration Middleware L1 Support Application Development Sample Questions:

1. A L1 support professional has received an email from a customer in reply to a request for additional information.
Which one of the following is the correct course of action to updating the PMR?
The L1 support professional should copy the email:

A) the error information down to just the relevant section and remove any confidential information
B) editing out all of the error information, including any confidential information
C) in its entirety
D) Editingthe error information down to just the relevant section

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

3. A L1 support professional has received an email to their personal Lotus ID, there were no other addressees. The customer used the external Bluepages to find the email address. The email indicates that this problem has now become critical to their business. The Problem Management Record (PMR) is with L2 support.
What action should the L1 support professional take?
Copy the information from the email into a PMR update, contact the customer and ask them to use the ECuRep mail address, and:

A) Call Generate a new Severity 2 secondary PMR onto the L2 queue.
B) ask the customer to provide a 24x7 contact. Call Generate a new Severity 1 secondary on the L2 queue and if required follow the appropriate Contact Reference File (CRF) callout procedure.
C) Call Generate a new Severity 2 secondary PMR onto the L1 queue
D) Call Generate a new Severity 1 secondary on the L2 queue and if required follow the appropriate Contact Reference File (CRF) callout procedure.

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

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

5. While talking to a customer regarding a Problem Management (PMR), the customer raises
a different "moderate impact" question.
What should the L1 support professional do?
Answer the unrelated question and:

A) open a new severity 3 PMR.
B) open a new PMR at the same severity as the original PMR.
C) document it in the current PMR.
D) do nothing further.

Solutions: