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IBM C9510-526 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Technical Documentation & Customer Support | 20% | - Writing clear technical communications - Support metrics: HPP, EPSAR reporting - IBM Redbooks, Technotes, and Techdocs |
| Topic 2: IBM Integration Bus Architecture & Runtime | 25% | - Runtime topology and deployment models - Message flows and execution groups - Security and access control - IBM Integration Bus v10 core components |
| Topic 3: Problem Determination & Analysis | 25% | - Trace and diagnostic tools - Common errors and resolution steps - EcuRep and Assist on Site (AOS) usage - Log collection and interpretation |
| Topic 4: L1 Support Processes & PMR Management | 30% | - CallCenter and OneTeam tools usage - Severity levels and response guidelines - Escalation procedures to L2/L3 support - Problem Management Record (PMR) lifecycle |
IBM Application Integration Middleware L1 Support Application Development Sample Questions:
Prior to transferring a FrontEnd Problem Management Record (PMR) to the BackEnd , a problem summary should be added to the PMR. The FrontEnd process uses the term BEDANT to describe the mandatory information that must be included in the problem summary.
What does the T in BEDANT stand for?
- A. Test Case
- B. Transfer
- C. Target
- D. Transaction data
Correct Answer: A 🗳️
Why is performing follow up (FUP) on the date set important?
- A. To ensure the customer knows they need to send in files.
- B. To show the customer that they have not responded.
- C. It shows commitment to our customers by the support professional.
- D. It shows the customer that the Problem Management Record (PMR) is in need of being worked on.
Correct Answer: A 🗳️
A Level 1 support professional would like to be kept informed of product-specific news or updated support content, such as publications, hints and tips, technical notes, product flashes (alerts)and downloads, and drivers. What is the advantage of the My Support webpage?
The information:
- A. can be personalized.
- B. will be translated to the National Language.
- C. can be refreshed to always show current information.
- D. can be animated like a Power Point presentation.
Correct Answer: A 🗳️
Explain why the customer would use a Problem Management Record (PMR) online tool (e.g.. Electronic Service Request (ESR), Service Request (SR))?
It is an IBM application where customers can:
- A. register and ask for software support.
- B. open, update and list their PMRs.
- C. download official patches and fixes for their PMRs.
- D. search for old PMRs, including their own.
Correct Answer: B 🗳️
What is measured by Service Given Days? The number of days from Call Entry (CE) to the:
- A. first instance of a final service given code on PMRs.
- B. non-definitive last service given code on PMRs.
- C. T9 service given code.
- D. last instance of a final service given code on PMRs.
Correct Answer: A 🗳️
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