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IBM C9510-526 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| IBM Integration Bus Architecture & Runtime | 25% | - IBM Integration Bus v10 core components - Message flows and execution groups - Security and access control - Runtime topology and deployment models |
| L1 Support Processes & PMR Management | 30% | - Problem Management Record (PMR) lifecycle - CallCenter and OneTeam tools usage - Severity levels and response guidelines - Escalation procedures to L2/L3 support |
| Technical Documentation & Customer Support | 20% | - Writing clear technical communications - IBM Redbooks, Technotes, and Techdocs - Support metrics: HPP, EPSAR reporting |
| Problem Determination & Analysis | 25% | - Log collection and interpretation - Common errors and resolution steps - EcuRep and Assist on Site (AOS) usage - Trace and diagnostic tools |
C9510-526 Exam Details, Version Policy and Customer Perks
- L1 Support Processes & PMR Management (30%)
- Problem Determination & Analysis (25%)
- Technical Documentation & Customer Support (20%)
IBM Application Integration Middleware L1 Support Application Development Sample Questions:
While talking to a customer regarding a Problem Management (PMR), the customer raises
a different "moderate impact" question.
What should the L1 support professional do?
Answer the unrelated question and:
- A. document it in the current PMR.
- B. open a new PMR at the same severity as the original PMR.
- C. open a new severity 3 PMR.
- D. do nothing further.
Correct Answer: B 🗳️
While working on a Problem Management Record (PMR), the L1 support professional is called to an urgent meeting. When returning from that meeting, it appears that the PMR is still dispatched. What is the correct action for the L1 support professional to take?
- A. Continue to work on the PMR and adjust time recording for the meeting.
- B. Requeue the PMR using the "No Change" option to adjust time recording.
- C. Immediately requeue the PMR with no time adjustment.
- D. Continue to work on the PMR with no time adjustment.
Correct Answer: A 🗳️
What is the encryption level and method that is used by Assist On-site (AOS)?
- A. 128-bit Data Encryption Standard (DES)
- B. 64-bit Advanced Encryption Standard (AES)
- C. 256-bit Triple Data Encryption Standard (DES)
- D. 128-bit Advanced Encryption Standard (AES)
Correct Answer: C 🗳️
Which one of the following is not a way to show good communication with our customers?
- A. Show a positive attitude.
- B. Keep the focus on the goal of solving the problem.
- C. Show lack of interest to how the problem is impacting the customer.
- D. Match the customer's technical language and technical level.
Correct Answer: C 🗳️
Refer to the Exhibit.
In CallCenter.the VM ID and node fields are set on the options notebook registration tab.
What is the purpose of these fields?
They are used for:
- A. an email address to send notification when password is locked.
- B. notification to the resolution team on critsit PMRs
- C. RETAIN Notify to send Problem Management Report (PMR) notification.
- D. CallCenter to authenticate at the login time.
Correct Answer: D 🗳️
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