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Cisco CCIE SP Operations Written Sample Questions:

1. Scenario:
Your company hosts a Voice Over IP (VoIP) service for its customers. Your Voice Operations
center is responsible for all VoIP applications, including servers, gateways, and provisioning. The NOC is responsible for the network infrastructure, including LAN, WAN, Firewalls, and QoS.
Your Voice Operations Center started receiving calls in the early morning from customers who did NOT have dial tone and could NOT place or receive calls. The Operations Center was UNABLE to find any problems with their applications. At this point, they switched from the primary call manager to the secondary call manager to attempt to resolve the problem. This resolved the problem and customers had dial tone and were able to place and receive calls.
It is now after 8:00 AM and both the Voice Operations Center and NOC are fully staffed for peak activity hours. The tickets opened earlier are escalated and you are assigned to work with the Voice Operations Center to find and fix the problem. You review the trouble tickets and then join the scheduled teleconference to resolve the problem.
As a NOC member, which four initial questions should you ask to help isolate the problem? (Choose four).

A) Do affected customers have anything in common (e.g., country/area code, geographical area)?
B) Is the latest anti-virus software installed on the call manager?
C) Does the call manager use a Solaris or Linux operating system?
D) How did the customers call the sen/ice desk without dial tone?
E) Are some or all VoIP customers affected?
F) What changes were made last night?
G) What time did customers first report the problem?

2. According to ITIL@ v3 framework, which specific Event Management mechanism includes how events are generated, which data is included in the event record, and where those events are logged?

A) instrumentation
B) error messaging
C) alert detection
D) threshold identification

3. According to ITIL@ v3 framework, which type of warranty test that service providers undertake to implement general and service level controls is used to ensure that the value that is provided to customers is complete and not eroded by any avoidable costs and risks?

A) availability
B) capacity
C) continuity
D) security

4. Which key implementation mechanisms are responsible for ensuring that managed changes within the Operational Support Plan do not adversely impact the managed services?

A) change assessment, change triggers, and measurement of successful change
B) change assessment, change notifications, and measurement of successful change
C) change assessment, change notifications, and change triggers
D) change notifications, change triggers, and measurement of successful change

5. According to ITIL@ v3 framework, which type of incident escalation is characterized by the seriousness of an incident that results in the notification of the appropriate managers who can take the appropriate action to commit additional resources or decide how the incident is to be resolved?

A) internal
B) external
C) functional
D) hierarchic

Solutions: