350-060 - CCIE SP Operations Written Exam
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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.)
Send notification to each customer end user that their phone service is moving to the service provider.
Establish an escalation procedure between the customer service desk and the service provider service desk.
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?
Which three of the following metrics are used to troubleshoot an incident of poor voice quality in a service provider next-generation network? It can be assumed that adequate bandwidth is available. (Choose three.)
You are working as a Tier 3 NOC engineer at a large service provider. Supporting the core network is part of your job responsibility. An escalation has come to you after Tier 2 determines that a problem lies within the core of the network and is affecting every customer. You have analyzed the information in the trouble ticket, performed your own troubleshooting, and have determined that a BGP session is flapping between two core routers. Which two steps should you take before escalating to the router vendor? (Choose two.)
Verify that the routers are sending keepalives.
Determine if there is a Layer 2 or 3 transport problem.
You are working in a service provider voice NOC supporting a national VoIP network. The network underwent a capacity expansion that added voice bearer trunks to a newly deployed media gateway. After the new trunks were configured and placed into live service, the service desk began to receive complaints from end customers that their VoIP service is not working for certain calls. The service desk is unable to resolve the problem and due to increasing troubles coming in, they escalate to you. Assuming that all physical layer option settings are verified to match carrier-provided specifications, which action should you take to isolate the problem before escalating to the PSTN PTT carrier?
Identify which trunks are not functioning.
A L3VPN customer is connected to one of your PE routers by using OSPF as CE-PE protocol and was successfully exchanging VPN routes. It came to your attention that OSPF adjacency became stuck in "EXCHANGE" state recently. What is the most likely cause for this issue?
The MTU setting is changed on the CE after the first bring up.
You are working at a service provider supporting the core network. While proactively monitoring syslog, you notice that two power supplies have failed on one of the core routers. The router has five power hot-swappable supplies in total. Three are required to be working to support the power draw of the router. At this point, the router is still functioning correctly. It is now several hours before peak traffic will be present on the network. The next safe time for performing physical maintenance is not until after the peak traffic window. Which two steps should you take to minimize network impact during peak traffic? (Choose two.)
Redirect traffic away from the router.
Implement a provisioning freeze so that no new network links are activated.
A rollout plan from engineering has been sent to the NOC for deployment. Part of the plan involves a complex software upgrade to a network element. The method of procedure provided by engineering is nearly 100 individual steps long. Where do you expect to find backout procedures to be specified?
after the method of procedure is completed
The service provider that you work for decided to offer its business customers a new, 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 function to your company. Engineering has crafted a rollout plan for this new service. From the NOC support perspective, what are the three main considerations to take into account to support the new service? (Choose three.)
The documentation is complete.
The service desk has received proper training.
The troubleshooting procedures are established
According to ITIL® v3 framework, which type of tools is best suited to ensure management of a predefined workflow stream containing a set of tasks which can be managed around resource availability, timelines, status, and if needed escalation paths?
process control engine
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?
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?
Why are thresholds defined based on baseline documents?
to help identify current network problems and predict future bottlenecks
You have just launched video over IP service in the San Francisco market. A big football game will be telecast live over the new IP network. To proactively monitor the service and improve customer satisfaction, your task is to identify and baseline relevant network characteristics before the actual event. Which three characteristics should you choose? (Choose three.)
IP packets transmitted for video CoS
IP packet drops for video CoS
interface bandwidth utilization
Which three factors should you consider when recommending a maintenance window to execute a rollout plan that is received from engineering? (Choose three.)
service level agreements
time of day
You are working for a large service provider. The engineering team has requested that operations roll out new four-port 10-Gigabit Ethernet line cards in every 7600 Series Router chassis in the network in advance of announcing new services that will use these high-speed interfaces. During the meeting, engineering and the certification lab state that they have fully tested the new line cards with no problems identified. Realizing that it has been over a year since the Cisco IOS Software was last upgraded in the network and a Cisco IOS upgrade is required, what questions should you ask of the engineering team before proceeding with scheduling maintenance windows to upgrade the network? (Choose two.)
What configuration changes are required to support the new services?
Is the memory on the supervisor engines sufficient to support the new Cisco IOS release and line cards?
According to ITIL® v3 framework, which type of availability management technique contributing to the continual service improvement process is used to identify single points of failure within a network?
component failure impact analysis (CFIA)
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?
You are working at a large service provider supporting the core MPLS network. You have determined that a line card in one of the core routers has failed. Which two steps should you take before requesting that a technician be dispatched to the location to replace the card? (Choose two.)
Send syslog messages and SNMP traps of the failed line card to the vendor for analysis
Administratively shut down all interfaces on the failed line card.
While evaluating a new hardware rollout plan before deployment, which standards should you review to ensure that the hardware met certain environmental design guidelines?
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?
On the Cisco IOS XR router, you have noticed lately that OSPF adjacency on one interface is flapping occasionally; three flaps in the last 5 hours. The log in each of the three flap cases has an error message showing that the OSPF state changed from EXCHANGE to DOWN with the description "Neighbor Down: dead timer expired." What is the most likely cause for this problem?
The CPU on the adjacent router is pegged at 100%.
According to ITIL® v3 framework, which type of warranty assurance provides a customer with a measured confidence that services are supporting defined level of demand and quality?
According to ITIL® v3 framework, tools designed to detect and correlate alerts or communications that have been directed to a listening device or monitoring agent are performing which type of monitoring?
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 trouble ticket has been escalated from the service desk to you as a Tier 2 NOC engineer. The customer is complaining about slow application response time. The problem is between end-user workstations and a CRM application hosted on a redundant pair of servers in a data center. What are the two initial actions to further troubleshoot the network? (Choose two.)
Ping the CRM server from multiple locations and compare round-trip times.
Review recent network changes that were made prior to receiving complaints
What is the main difference between an SNMP trap and a syslog message?
SNMP traps are formally defined in a MIB, whereas syslog body contents are not formally defined.
A Cisco IOS router is experiencing continuous OSPF adjacency flapping. Further investigation revealed that CPU utilization of OSPF process is very high. The problem is limited to this router. What is the most likely reason for this issue?
A transport problem is causing frequent interface flapping.
According to ITIL® v3 framework, which type of service operational management process monitors the network infrastructure to identify and escalate abnormal operational conditions?
Several related trouble tickets with complaints about poor network performance have been successfully resolved. The service provider NOC wants to ensure that these complaints do not continue. What should be the next step?
diagnose root cause
According to ITIL® v3 framework, KPIs help measuring the success of a process in regards to performance, quality, and value. Which other key factor should be considered when applying KPIs to process metrics?
According to ITIL® v3 framework, which specific Event Management mechanism includes how events are generated, which data is included in the event record, and where those events are logged?
According to ITIL® v3 framework, which type of redundancy is characterized by integrating different types of assets with a common service capability thereby being more resilient to a single cause of failure in the network?
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.)
Check for packet loss on the network path to the affected sites.
Review all network change requests that were submitted prior to the problem having started.
Certain tools conduct ongoing polling of a network device or managed system to determine its status and availability, and they generate an alert (event) for any exceptions that require a response or action. According to ITIL® v3 framework, which type of monitoring do these tools perform?
An ISP has an IP/MPLS core network. Recently, after replacing low-capacity routers with two Cisco Carrier Routing System routers, customer has complained about reduced application performance (slow website access). What is the most likely cause for this issue?
After the two CRS-1s are inserted, other low-capacity routers are not up to the forwarding performance of CRS.
According to ITIL® v3 framework, which incident ending step involves the validation of the initial incident record parameters to ensure that they are accurate prior to the final incident record entry?
You are working for a large service provider. The engineering team requested that new SIP-600 cards be rolled out in all 7600 Series Routers in the network. The current certified Cisco IOS release for these routers is 12.2(18)SXF8. You realize that the Cisco IOS Software must be upgraded to support the new SIP-600 cards, but engineering has not specified an upgrade. The engineering team confirms this need and informs you that the certification lab has begun testing Cisco IOS Release 12.2(33)SRD for this purpose and has not encountered any problems yet. How should you proceed?
Defer acting on the plan until the certification lab has fully tested the new Cisco IOS release and SIP-600 cards
You are working at a service provider NOC as a Tier 2 NOC engineer. The service desk has escalated a trouble ticket to you. The customer complaint on that ticket states that there is no network reachability between two branch offices. After reviewing the ticket, you begin troubleshooting but soon realize that you are unable to resolve the incident yourself. Which two factors should you consider before escalating this to the next level of support? (Choose two.)
service level agreement
priority level of the trouble ticket
A large IPTV service provider primarily uses multicast for delivering IPTV services to its customers. The service provider delivers digital television channels to home viewers by using a set-top box as a home appliance and controls this device through its video middleware. Each video channel uses a unique multicast group address. Recently, some channels have higher channel change times; to alleviate this problem, a number of solutions were discussed between the operations and engineering groups. Adding to the complexity of the issue is the fact that the business has been growing, and the service provider made acquisitions both in its home operating market and new geographic locations. These changes have made the management of source and group addresses a major concern. The engineering team thinks that using static joins for popular channels at the edge routers and moving away from Sparse Mode to SSM-based forwarding will improve performance issues. What are two valid concerns for the operations group? (Choose two.)
A mix of static and dynamic joins will make troubleshooting difficult.
Provisioning and managing static joins can increase operational overhead
According to ITIL® v3 framework, what type of Service Operational Management process monitors all managed occurrences within the managed network environment allowing for normal operation?
Your company is planning to add new line cards to all the core routers in the network to manage expected growth in network traffic. As part of the upgrade plan, new higher-capacity power supplies are being deployed prior to adding the new line cards to the routers. These new power supplies have voltage and temperature monitoring capability that the existing power supplies do not. You are attending a meeting with the engineering team to discuss the plan and support the development of the method of procedure to replace the power modules. Which two areas regarding the plan to roll out the new power modules should be addressed? (Choose two.)
SNMP MIB update
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.)
list of procedures that you have already performed
times of the day that the network appears to be slow
You are a Tier 3 NOC engineer. While reviewing Incident records, you find that support groups have not adhered to the escalation thresholds. These thresholds were based on the service level agreements with the customer. The support groups believe that the escalation thresholds are too short or that they do not have reasonable time frames. Which option should you recommend as an improvement to ensure adherence to the escalation thresholds?
Increase escalation thresholds
According to ITIL® v3 framework, what is the correct set of functions that are included within Problem Management?
determine resolution, diagnose root cause analysis, implement control procedures
A rollout plan from engineering has been sent to the NOC for review. The plan approves deployment of a new router model at the customer premises for all new service activations. The certification lab has fully tested the new router and found no issues. As a NOC engineer, you review the plan for completeness. An item is missing from the plan to deploy the new routers. Which missing item should be your biggest concern?
listing of new syslog messages and SNMP traps
According to ITIL® v3 framework, which type of redundancy is characterized by minimizing service disruption utilizing redundant network assets at both component and system levels?
A Tier 2 ISP network provides Internet connectivity to residential and business customers. The Tier 2 ISP uses Internet transit service from Tier 1 ISPs at different locations. Lately, the link utilization on a few core links of the Tier 2 ISP has increased to unacceptable levels, while a significant part of the core network has low utilization. Which two of the following methods should be used to alleviate this problem without deploying additional links? (Choose two.)
Use the BGP local preference to influence how Internet traffic exits the network to the Tier 1 ISP.
Use the BGP AS prepend to influence how Internet traffic enters the network from the Tier 1 ISPs
According to ITIL® v3 framework, which process, as opposed to Change Management, manages smaller, often redundant changes?
According to ITIL® v3 framework, which incident closure step is taken to determine if an incident might recur or if any preventive measures need to be taken?
ongoing or recurring problem