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

2. A customer opened a PMR to request a fixpack for WebSphere Application Server. What action should the L1 support professional take?

A) Post thread in developerWorks forum and direct the customer to it.
B) Close the PMR as it is out of L1 support scope.
C) Search for fixpack and provide link and instruction to customer.
D) Contact L3 to get fixpack.

3. 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) can be animated like a Power Point presentation.
C) can be refreshed to always show current information.
D) will be translated to the National Language.

4. As a L1 support professional there are numerous Problem Management Record (PMR) tools that canbeutilized. When should Assist On Site (AOS) be used instead of IBM Support Assistant (ISA)?
To:

A) search numerous databases concurrently
B) run diagnostic tools
C) collect the correct set of documentation
D) remote log-in to a client's machine to assist in gathering log files

5. What is measured by Service Given Days? The number of days from Call Entry (CE) to the:

A) non-definitive last service given code on PMRs.
B) first instance of a final service given code on PMRs.
C) T9 service given code.
D) last instance of a final service given code on PMRs.

Solutions: