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Cisco CCIE SP Operations Written Sample Questions:

1. According to ITIL@ v3 framework, which type of service operational management process monitors the network infrastructure to identify and escalate abnormal operational conditions?

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

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

3. DRAG DROP

4. According to ITIL@ v3 framework, the Reactive Problem Management process contains these steps: Detection, Logging, Categorization, Investigation and Diagnosis, Workarounds, Raising a Known Error Record, Resolution, Closure, Major Problem Review, and Errors Detected in the Development Environment. Which step is missing from this list?

A) Notification
B) Escalation
C) Prioritization
D) Severity

5. According to ITIL@ v3 framework, which operational management process is characterized by an unplanned service interruption, reduction in the service quality, or failure of a configuration item that may eventually impact a service?

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

Solutions: