A customer calls complaining about the level of service being received. The customer produces a log showing service-level measurements that were collected over the past week. Which three questions should be asked at a minimum in order to assess the validity of the claim? (Choose three.)

According to the ITIL?v3 framework, when an issue is reported to a service desk, which system is it recorded in?

According to the ITIL?v3 framework, what are two possible benefits of generating a detailed root cause analysis using chronological timelines? (Choose two.)

Which of these Microsoft Windows commands will allow you to look up the hostname for a given IP address?

According to the ITIL?v3 framework, how would you prioritize an incident ticket?

In troubleshooting a network incident, you found that the incident is the result of a known error. According to the ITIL?v3 framework, which of the following is an appropriate way to resolve the issue?

An outage occurs in location "A" due to a router crash. This is not the first time that the router has had this problem. In fact, it crashed three times within the past 20 days. According to the ITIL?v3 framework, what type of record should be created to resolve this issue?

When connecting to the console port, you see this message:%SYS-2-MALLOCFAIL: Memory allocation of 1028 bytes failed from 0x6015EC84, PoolProcessor, alignment 0 What two situations could cause this message? (Choose two.)

Which of these items enables an agent to notify the management station of significant events by sending an unsolicited message?

You are responsible for monitoring the IP network. You have noticed since the beginning of your shift that a particular interface on a network switch has been flapping, and it has finally gone down.You open an incident ticket. According to the ITIL?v3 framework, what should you do to determine if it is a recurring issue?