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Cisco CCIE SP Operations Written Sample Questions:

1. According to ITIL@ v3 framework, which component of incident management is characterized by taking into account both the urgency and the level of impact when entering the incident into a trouble-ticketing system?

A) priority
B) category
C) elapsed time
D) resolution

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

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

3. A trouble ticket has been escalated from the service desk to you as a Tier 2 NOC engineer. The customer is complaining about slow application response time. The problem is between end-user workstations and a CRM application hosted on a redundant pair of servers in a data center. What are the two initial actions to further troubleshoot the network? (Choose two.)

A) Ping the CRM server from multiple locations and compare round-trip times.
B) Reboot the end-user workstations.
C) Ask the IT department to fail over the CRM application to its backup server.
D) Review recent network changes that were made prior to receiving complaints.

4. 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) business relationship manager
C) carrier
D) router vendor
E) service desk

5. According to ITIL@ v3 framework, which incident closure step is taken to determine if an incident might recur or if any preventive measures need to be taken?

A) user satisfaction survey
B) incident documentation
C) closure categorization
D) ongoing or recurring problem

Solutions:

Question # 1 Answer: A

Question # 2 Answer: A,B,E

Question # 3 Answer: A,D

Question # 4 Answer: C,D

Question # 5 Answer: D