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IBM C9510-526 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Technical Documentation & Customer Support | 20% | - Support metrics: HPP, EPSAR reporting - Writing clear technical communications - IBM Redbooks, Technotes, and Techdocs |
| Problem Determination & Analysis | 25% | - Trace and diagnostic tools - EcuRep and Assist on Site (AOS) usage - Log collection and interpretation - Common errors and resolution steps |
| IBM Integration Bus Architecture & Runtime | 25% | - Security and access control - IBM Integration Bus v10 core components - Runtime topology and deployment models - Message flows and execution groups |
| L1 Support Processes & PMR Management | 30% | - Escalation procedures to L2/L3 support - Problem Management Record (PMR) lifecycle - Severity levels and response guidelines - CallCenter and OneTeam tools usage |
IBM Application Integration Middleware L1 Support Application Development Sample Questions:
A L1 support professional needs to assist the customer in collecting log files. Which is the best state of Assist on Site (AOS) to do this?
- A. view only
- B. shared keyboard and mouse
- C. take over / full control
- D. chat only
Correct Answer: C 🗳️
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. Editingthe error information down to just the relevant section
- B. editing out all of the error information, including any confidential information
- C. in its entirety
- D. the error information down to just the relevant section and remove any confidential information
Correct Answer: A 🗳️
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. words.
- B. understanding.
- C. information.
- D. intent.
Correct Answer: B 🗳️
When working on a Problem Management Record (PMR), how should the L1 support professional contact the customer?
- A. Call the customer as it is quicker to talk to them to figure out the issue.
- B. Call or email them, both are useful tools of communication.
- C. Communicate in the fashion desired by the customer.
- D. Email the customer as it is quicker than calling them.
Correct Answer: D 🗳️
On EcuRepwhat file action for the problem analysis section is valid?
- A. Explore
- B. IBM Thread and Monitor Analyzer
- C. Search Files
- D. Log analyzer
Correct Answer: A 🗳️
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