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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 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 L1 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 L2 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.

2. Where would a L1 support professional point the customer for practical information, configuration scenarios, and installation of IBM software?

A) IBMTechbooks
B) IBMRedbooks
C) IBMTechnotes
D) IBMBluebooks

3. 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) Transfer
B) Test Case
C) Target
D) Transaction data

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

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

5. Communication is not what the L1 support professional says. It is what the customer hears and what they think the L1 support professional meant. It is the perception. NOT the:

A) intent.
B) words.
C) information.
D) understanding.

Solutions: