最新のC9510-526問題集で試験を準備する

While working a Problem Management Record (PMR), a Level 1 support professional learns that the PMR has been added to an existing Critical Situation (CritSit) for the customer. What needs to be done to ensure proper handling of the PMR?

• A. Update the CritSit field to include the CritSit number, ensure PMR is worked in an agreed upon timeframe with the customer, and attend any customer CritSit calls requested by the Projectoffice.
• B. Update the Complaint field to include the CritSit number, ensure PMR is worked in an agreed upon timeframe with the customer, and attend any customer CritSit calls requested by the Project Office.
• C. Update the CritSit field to include the CritSit number, ensure PMR is worked on a daily basis, and attend any customer CritSit calls requested by the Project Office.
• D. Update the Complaint field to include the CritSit number, ensure PMR is worked on a daily basis, and attend any customer CritSit calls requested by the Project Office.

A L1 support professional has worked on a Severity 1 Problem Management Record (PMR). The root cause of the issue has not yet been identified. The PMR is now being worked by two different L2 teams. A new set of documentation has arrived and triggered a new secondary onto the country FrontEnd queue.
Which one of the following is an appropriate course of action for the L1 support professional?
Verify that the new documentation is readable.

• A. Call generate another secondary onto the country FrontEnd queue while reviewing the documentation to try to identify the cause of the problem and Re-queue the new secondary PMR directly using the Automatic Queue Selection (AQS) to route it.
• B. Call generate a secondary onto one of the Backend L2 team's entry queue and Re-queue the new secondary to the other L2 team's entry queue.
• C. Review the documentation to try to identify the cause of the problem. Re-queue the new secondary PMR directly using the Automatic Queue Selection (AQS) to route it.
• D. Review the documentation to try to identify the cause of the problem. Re-queue the new secondary PMR directly to the queue on which the Primary resides.

When files are requested, a service given code of "W9" is utilized. What service given code is utilized when the files arrive?

• A. 99
• B. 39
• C. 19
• D. R9

The Format Alter (FA) 1654 has a timezone. TZ field.
This refers to the timezone of:

• A. the customer contact
• B. L1 support
• C. the customer's support contract
• D. L2 support

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

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