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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 three troubleshooting steps should you perform from the network side to help isolate the problem? (Choose three.)

A) Request syslog files from both call manager servers.
B) Run a load test to verify QoS during peak network activity.
C) Call a telephone number from a trouble ticket to verify that a connection can be made.
D) Verify that you can ping both the primary and secondary call managers.
E) Check to see if the NOC operators missed alarms from the NMS system during the night.
F) Determine if any network changes (e.g., IOS updates) were made prior to the first customer calls

2. According to ITIL@ v3 framework, which component of incident management is characterized by taking into account both the urgency and the level of impact when entering the incident into a trouble-ticketing system?

A) priority
B) category
C) elapsed time
D) resolution

3. According to ITIL@ v3 framework, which service operations considerations, specifically the impact of known errors reported by either Event Management or Incident/Problem Management, are undertaken in managing change to an existing Service Operations Plan?

A) planning and implementing service management technologies
B) service operation and project management
C) assessing and managing risk in service operation
D) performing root-cause analysis of reported troubles

4. What is the most effective tool to use to determine whether there is a physical layer problem with voice bearer trunks before escalating the trouble to the PSTN PTT carrier?

A) ping
B) bidirectional failure detection
C) traceroute
D) CSU loopback

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

Solutions: