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IBM C9510-526 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| L1 Support Processes & PMR Management | 30% | - Severity levels and response guidelines - Escalation procedures to L2/L3 support - CallCenter and OneTeam tools usage - Problem Management Record (PMR) lifecycle |
| IBM Integration Bus Architecture & Runtime | 25% | - Security and access control - Message flows and execution groups - IBM Integration Bus v10 core components - Runtime topology and deployment models |
| Problem Determination & Analysis | 25% | - EcuRep and Assist on Site (AOS) usage - Log collection and interpretation - Trace and diagnostic tools - Common errors and resolution steps |
| Technical Documentation & Customer Support | 20% | - Writing clear technical communications - Support metrics: HPP, EPSAR reporting - IBM Redbooks, Technotes, and Techdocs |
IBM Application Integration Middleware L1 Support Application Development Sample Questions:
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 PMR at the same severity as the original PMR.
- B. open a new severity 3 PMR.
- C. document it in the current PMR.
- D. do nothing further.
Correct Answer: A 🗳️
On EcuRepwhat file action for the problem analysis section is valid?
- A. IBM Thread and Monitor Analyzer
- B. Search Files
- C. Explore
- D. Log analyzer
Correct Answer: C 🗳️
The L1 support professional received a secondary Problem Management Record (PMR) and needs to requeue this secondary PMR to the primary PMR location. Which function does the L1 support professional use to locate the primary PMR using CallCenter?
- A. List Queues
- B. ListPMRs
- C. List Primary
- D. List Calls
Correct Answer: A 🗳️
Where would a L1 support professional point the customer for practical information, configuration scenarios, and installation of IBM software?
- A. IBMRedbooks
- B. IBMTechnotes
- C. IBMTechbooks
- D. IBMBluebooks
Correct Answer: A 🗳️
When writing a technical document which will be available for both internal and external use, how should the L1 support professional utilize acronyms?
- A. Use them; write out the name then in parenthesis place the acronym.
- B. Use them; if people do not know then it is up to them to figure them out.
- C. Do not use them as the external users may not know them.
- D. Do not use them as the external and internal users may not know them.
Correct Answer: C 🗳️
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