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IBM C9510-526 Exam Syllabus Topics:

IBM Application Integration Middleware L1 Support Application Development Sample Questions:

1. The IBM Support Assistant (ISA) Blue tool is an?

A) internal tool to capture audit trail information of customer navigation to support site.
B) internal offering for IBM SWG products for support professionals, providing an integrated and extensible toolset for problem resolution
C) tool for both internal and external use
D) externally available tool for customers

2. AnL1 support professional has receivedaProblem Management Record (PMR), and identified an Authorized Program Analysis Report (APAR). The APAR has recently been raised and a test fix is available from Level 3. The L1 support professional has guided the customer through downloading this temporary fix.
How should the L1 support professional update the PMR?
Code a Service Given (SG) for:

A) Codedefect.
B) Installassistance for an APAR or Program Temporary Fix (PTF).
C) Circumventiongiven.
D) fixtest given.

3. What information does the Hours Per Problem (HPP) metric measure? It measures the:

A) average number of EPSAR hours on PMRs handled by the L1 support professional.
B) average number of PMRs handled by the L1 support professional per month.
C) total number of hours reported by the L1 support professional on a single Problem Management Record (PMR).
D) average number of Electronic Programming Service Activity Report (EPSAR) hours on PMRs handled by all L1 support.

4. What would a L1 support professional use Really Simple Syndication (RSS) feed for?

A) to subscribe to updates from a Web page.
B) as a reliable tool for Site Services.
C) to program an application.
D) to change a Web page.

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

Solutions: