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Cisco 350-060 Exam Syllabus Topics:

Cisco CCIE SP Operations Written Sample Questions:

1. 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?

A) incident/problem records
B) service level reports
C) recent changes
D) hierarchical escalation processes

2. According to ITIL@ v3 framework, which set of tools is best suited to control relevant customer attributes in a centralized location allowing for relationships between assets, components, and services to be stored and maintained?

A) workflow or process engine tools
B) configuration management system tools
C) business service management tools
D) discovery or automated audit tools

3. According to ITIL@ v3 framework, what are the top four risks that are associated with poor change management process and procedures?

A) Authorized changes, low change success, high emergency changes, planned outages
B) Low change success, high emergency changes, unauthorized changes, unplanned outages
C) High change success, low emergency changes, unauthorized changes, unplanned outages
D) High change success, high emergency changes, planned outages, unauthorized changes

4. According to ITIL@ v3 framework, which of the knowledge component groups contributes to the thorough design of event detection and alert mechanisms that are used in event management?

A) proactive problem management, Service Level Requirements
B) change control management, Service Level Requirements
C) incident prioritization and categorization codes, Service Level Requirements
D) capacity management, incident prioritization and categorization codes

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) ongoing or recurring problem
D) closure categorization

Solutions: