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IBM C9510-526 Exam Syllabus Topics:

IBM Application Integration Middleware L1 Support Application Development Sample Questions:

1. When working on a Problem Management Record (PMR), how should the L1 support professional contact the customer?

A) Email the customer as it is quicker than calling them.
B) Communicate in the fashion desired by the customer.
C) Call or email them, both are useful tools of communication.
D) Call the customer as it is quicker to talk to them to figure out the issue.

2. 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 1 secondary on the L2 queue and if required follow the appropriate Contact Reference File (CRF) callout procedure.
B) Call Generate a new Severity 2 secondary PMR onto the L2 queue.
C) Call Generate a new Severity 2 secondary PMR onto the L1 queue
D) 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.

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

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

4. A L1 support professional receives a new Problem Management Report (PMR) and the
Next Queue field has not been set. What should be inserted into the Next Queue field?

A) the Back End monitored queue
B) nothing, the Next Queue will be filled in by the BackEnd
C) nothing, the Next Queue field is only used for escalation
D) the Front End monitored queue

5. 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) Transaction data
D) Target

Solutions: