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IBM C9510-526 Exam Syllabus Topics:

IBM Application Integration Middleware L1 Support Application Development Sample Questions:

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

A) average number of PMRs handled by the L1 support professional per month.
B) average number of EPSAR hours on PMRs handled by the L1 support professional.
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.

2. Why is performing follow up (FUP) on the date set important?

A) It shows the customer that the Problem Management Record (PMR) is in need of being worked on.
B) To show the customer that they have not responded.
C) To ensure the customer knows they need to send in files.
D) It shows commitment to our customers by the support professional.

3. A customer has opened a new Problem Management Record (PMR). The L1 support professional has contacted the customer and determined the issue is a performance problem. The customer's system is functioning and the issue is not urgent.
What should the L1 support professional do in this situation?
Explain to the customer that this is not covered by their support contract, and:

A) close the PMR.
B) ask the customer to engage their development team, and then close the PMR.
C) ask the customer to contact their Account Representative, and then close the PMR.
D) ask the customer to engage IBM Services, and then close the PMR.

4. Which of the required fields in a Design Change Request (DCR) has the most influence on the decision whether a requested functionality will be added to a product?

A) Description
B) Requested Completion Date
C) Priority
D) IBM business justification

5. What is the total time aOneTeam Severity 3 Problem Management Record (PMR) should be worked before passing to the BackEnd?

A) 5 business days
B) 4 hours
C) 3 business days
D) 1 hour

Solutions: