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Cisco CCIE SP Operations Written Sample Questions:

1. According to ITIL@ v3 framework, when working on a service-affecting incident, what function or process is responsible for keeping the customer updated on the status of the incident?

A) problem management
B) field operations
C) incident management
D) service desk

2. According to ITIL@ v3 framework, which type of priority is characterized as severely affecting some key users or impacting a large number of users?

A) medium
B) high
C) low
D) immediate (emergency)

3. Which three factors should you consider when recommending a maintenance window to execute a rollout plan that is received from engineering? (Choose three.)

A) network capacity management
B) time of day
C) service level agreements
D) customer impact
E) key performance indicators

4. What is the main goal of incident management?

A) Create possible workarounds for issues that might recur.
B) Ensure that the same incident will not recur.
C) Enable the customer to report issues.
D) Restore a normal service operation as quickly as possible.

5. You are employed within a NOC at a regional service provider as a Tier 3 NOC engineer. The network that you support comprises leased facilities from a much larger international service provider. Your customer reports a reachability problem between two offices. The service desk performs its standard troubleshooting procedures without success and has escalated the incident to you. After 45 minutes of continued troubleshooting, you are unable to resolve the connectivity problem.
To which two areas should you next escalate the incident? (Choose two.)

A) service assurance team
B) carrier
C) business relationship manager
D) service desk
E) router vendor

Solutions: