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Cisco CCIE SP Operations Written Sample Questions:

1. According to ITIL@ v3 framework, in a stable (no new services or traffic demands) environment, a reduction in the total number of recurring syslog messages per month is an indication that which ITIL@ management process is working well?

A) event
B) problem
C) incident
D) release

2. A new polling application was installed last week. This application monitors some of the routing characteristics on your edge and aggregation devices. Since that time, you have been receiving CPU threshold utlization alerts between 1 and 4 a.m. every day from multiple edge and aggregation devices. What is the most likely cause of CPU spikes, in light of the specified changes and assuming that no other changes happened in the network?

A) Configuration changes from provisioning processes are causing CPU spikes.
B) A DoS attack on the network is causing CPU spikes.
C) SNMP get queries are causing the CPU spikes in these devices.
D) Too many syslog messages generated from these devices are causing CPU spikes.
E) The large number of VPN routes that are exchanged among these routes is causing CPU spikes.

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

4. According to ITIL@ v3 framework, which two items should be investigated when responding to a reported fault in order to expedite the resolution of an incident?

A) recent changes
B) hierarchical escalation processes
C) service level reports
D) incident/problem records

5. What information should you include when a fault management system autogenerates an incident ticket to ensure that the correct support team is assigned to the ticket?

A) customer contact
B) priority
C) severity
D) classification

Solutions: