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Cisco CCIE SP Operations Written Sample Questions:

1. According to ITIL@ v3 framework, which service operation process with regard to monitoring and control methods, ensures that either the processes are being performed as intended (no circumvention and still fit for purpose) or that any required changes or improvements need to be identified?

A) reports and action plans
B) measurement, metrics, and key performance indicators (KPIs)
C) monitoring in test environments
D) service operation audits

2. According to ITIL@ v3 framework, which type of service operational management activity provides the metric for the total number of problems recorded in a period, as a control measure?

A) request fulfillment
B) event management
C) problem management
D) incident management

3. You are working at a service provider NOC as a Tier 2 NOC engineer. The service desk has escalated a trouble ticket to you. The customer complaint on that ticket states that there is no network reachability between two branch offices. After reviewing the ticket, you begin troubleshooting but soon realize that you are unable to resolve the incident yourself. Which two factors should you consider before escalating this to the next level of support? (Choose two.)

A) priority level of the trouble ticket
B) number of affected customer end users
C) workload of the escalation person
D) service level agreement

4. According to ITIL@ v3 framework, which incident closure mechanism involves contacting the customer on an agreed percentage of the total incidents via email or call-back?

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

5. According to ITIL@ v3 framework, for incident and problem management, which process mechanism allows for storage of previous knowledge of incidents and problems, their solutions, and the means to facilitate quicker diagnosis and resolution if they recur?

A) incident escalation process
B) incident resolution process
C) root cause analysis engine
D) known-error database

Solutions: