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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 troubleshooting strategy should you suggest to the Voice Operations Center to help them isolate the problem to the call manager server or network?

A) Verify that no calls were dropped during the switchover from primary to secondary call manager server.
B) Focus efforts on primary call manager as there are no network incidents.
C) Stress test call manager servers with a traffic generator to increase network load until packets are dropped.
D) Log into each call manager and attempt to ping some of the end points.

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

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

4. You are working as a Tier 2 NOC employee at a service provider. The service provisioning team has opened a trouble ticket indicating that their provisioning application is timing out while provisioning new MPLS VPNs for a large customer. They believe it is a network problem because not every site is experiencing the provisioning failure. No actual customers have reported any network problems. Upon receiving the ticket in your work queue, you perform basic troubleshooting steps and find that ping, traceroute, and Telnet work to all the sites. You begin to doubt that the network is at fault.
Which two steps should you take before escalating to Tier 3? (Choose two.)

A) Suggest that the provisioning team reboot their servers.
B) Check for packet loss on the network path to the affected sites.
C) Verify that the ACLs are not preventing provisioning traffic.
D) Review all network change requests that were submitted prior to the problem having started.

5. According to ITIL@ v3 framework, which key items are used to establish and maintain a correct level of filtering during event management?

A) design of new services, historical records, identification of service management events
B) continued evaluation, historical records, design of new services
C) continued evaluation, historical records, identification of service management events
D) continued evaluation, design of new services, identification of service management events

Solutions: