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Cisco CCIE SP Operations Written Sample Questions:

1. According to ITIL@ v3 framework, when working on a service-affecting incident, what function or process is responsible for keeping the customer updated on the status of the incident?

A) service desk
B) problem management
C) incident management
D) field operations

2. According to ITIL@ v3 framework, which type of service operational management process involves root-cause analysis to identify and resolve the cause of events and incidents that impact the managed network environment?

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

3. DRAG DROP

4. The service provider that you work for will offer a hosted unified communications service. This service will allow the service provider to maintain in its data centers all the call managers and related hardware and software so that businesses can outsource this communication function to your company. Engineering has created a generic migration plan that the NOC can use to move the existing premises-based voice service of the business customer to the service provider-hosted service. What are the two unique considerations that the NOC must take into account before moving an existing customer service to the service provider-hosted service? (Choose two.)

A) Establish an escalation procedure between the customer service desk and the service provider service desk.
B) Verify whether adequate capacity exists on the service provider equipment.
C) Send notification to each customer end user that their phone service is moving to the service provider.
D) Reclaim any service provider-owned customer premises equipment (CPE) after moving the service.

5. You are working at a service provider NOC and have received a call from a customer who is complaining about slow network throughput between several branch offices. After following normal processes, you are unable to resolve the problem and must decide whether or not to escalate to the next level of support. Which two pieces of information should you gather to describe the slow throughput problem before escalating to the next level of support? (Choose two.)

A) reason(s) why the network is running slowly
B) list of procedures that you have already performed
C) number of offices that are impacted
D) times of the day that the network appears to be slow

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