What is the standard method to gather network-device-level performance data?

You work on an incident ticket regarding a customer complaint about Internet connection. After
investigating the incident, you identify the problem as being caused by a port that was mistakenly
shut down. What should you do first?

What is the main goal of incident management?

An ISP has an MPLS LDP core with redundant paths. The core is BGP-free and core routers do
not participate in BGP protocol. Several Internet customers reported that they are not able to
reach some Internet sites any more. The set of sites reported as having reachability issues
depends on the location of the customer. What is the most likely root-cause for this problem?

You are reviewing the capacity of an email service for your customer. The current SLA indicates
that each mailbox has a capacity of 200 MB, and there are 50 users. The current system is at 40
percent capacity, and a threshold alert is set for 80 percent. Your company has removed the limit
of the mailbox size from the SLA because there is more than enough room on the server.
What is the most effective action you can take?

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?

According to ITIL® v3 framework, which type of escalation process mechanism is applied to adjust
the escalation process with regard to meeting overall customer incident resolution SLA?

According to ITIL® v3 framework, which type of incident escalation is characterized by the
seriousness of an incident that results in the notification of the appropriate managers who can take
the appropriate action to commit additional resources or decide how the incident is to be resolved?

According to ITIL® v3 framework, which type of incident escalation is characterized by escalating
an incident to a second-level or third-level support group if it is clearly known the expertise to
resolve the incident is not at the current level?

According to ITIL® v3 framework, which type of priority is characterized as severely affecting
some key users or impacting a large number of users?