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IBM C2180-526 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: IBM Integration Bus Architecture & Runtime | 25% | - Runtime topology and deployment models - Message flows and execution groups - IBM Integration Bus v10 core components - Security and access control |
| Topic 2: L1 Support Processes & PMR Management | 30% | - Escalation procedures to L2/L3 support - CallCenter and OneTeam tools usage - Problem Management Record (PMR) lifecycle - Severity levels and response guidelines |
| Topic 3: Problem Determination & Analysis | 25% | - Trace and diagnostic tools - Log collection and interpretation - EcuRep and Assist on Site (AOS) usage - Common errors and resolution steps |
| Topic 4: Technical Documentation & Customer Support | 20% | - Writing clear technical communications - Support metrics: HPP, EPSAR reporting - IBM Redbooks, Technotes, and Techdocs |
IBM Application Integration Middleware L1 Support Application Development Sample Questions:
A customer has phoned in and asked for the Severity of their Problem Management Record (PMR) to be changed, because it is now severely impacting their business. According to the Software Support Handbook, to what Severity should the L1 support professional change the PMR?
- A. 1
- B. 2
- C. 4
- D. 3
Correct Answer: A 🗳️
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. Transaction data
- B. Transfer
- C. Test Case
- D. Target
Correct Answer: C 🗳️
Premium Support offerings are services that provide:
- A. specialized support on Operating Systems or Middleware products
- B. additional and specialized support on Operating Systems.
- C. additional and specialized support on Middleware products.
- D. additional and specialized support on Operating Systems or Middleware products.
Correct Answer: B 🗳️
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A useful Add-on is missing from the IBM Support Assistant Tool. What does the Level 1 support professional needs to do?
- A. Reinstall latest version of workbench.
- B. Update workbench with Add-on.
- C. Reinstall Add-on.
- D. Use IBM Support Assistant Lite with Add-on.
Correct Answer: D 🗳️
Where would a L1 support professional point the customer for practical information, configuration scenarios, and installation of IBM software?
- A. IBMTechnotes
- B. IBMBluebooks
- C. IBMTechbooks
- D. IBMRedbooks
Correct Answer: D 🗳️
