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?

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?

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?

A service provider offers video services on its DSL network. This service provider has multiple
multicast-enabled edge routers that are connecting to its DSLAMs. Video is being delivered both
as unicast and multicast. An operations engineer is faced with a troubleshooting scenario where
the engineer wants to query a large number of edge routers to ensure that they have PIM neighbor
relationship with upstream routers. The operations engineer also wants to check that one or more
of the edge routers are IGMP queries on the interfaces that are connecting to DSLAMs. These
tasks need to be accomplished without logging into each of the edge routers. Assume that the
entire network is part of the same IGP and PIM topology.
Which Cisco IOS show command or utility will achieve the needs of the operations engineer?

A service provider upgraded its core routers to CRS-1. The service provider connects the CRS-1
to an internal network via CRS-1 management ports. This internal network is configured with
private IP addresses. All SSH access from a service provider workstation that is incoming to the
management ports of the CRS-1 routers was tested and was found to be working properly. The
routers were configured for AAA by using the Cisco Secure Access Control Server, and AAA was
working as desired. Furthermore, SNMP traffic used the inband 10-Gigabit Ethernet ports, and all
SNMP functionality was properly configured and tested prior to the rollout. After CRS-1 routers
were placed in production, a need arose to engage Cisco TAC to perform troubleshooting and

diagnosis on the routers. It was noted that while all service provider operations staff could access
the routers from the private IP-based management network, Cisco TAC could not access the
router because its connection was coming in on the inband 10-Gigabit Ethernet ports. The VTY
line ACLs were configured to allow the Cisco TAC source IP address, but that did not fix the
problem.
What is a possible cause for the lack of connectivity? (Choose one.)

Refer to the exhibit.

The figure shows a service provider network that has MPLS TE tunnels that originate from GSR1,
GSR2, and GSR3. While GSR1 and GSR2 have multiple paths to the core network, the GSR3 has
a single path into the core. For GSR1 and GSR2, the purple links are the preferred paths, but
because they are multihomed to the core, they can also take the black, less-desirable path. The
less-desirable black paths need to be retained for certain operational reasons. GSR3 has a single
path into the core network, and a TE tunnel originating from GSR3 must be able to use this path. It
has been noted that if the network encounters multiple link failures or link transitions, the TE
tunnels originating from GSR1 or GSR2 can preempt the TE tunnel originating from GSR3, thus
causing a lack of MPLS connectivity. The operations team does not want the TE tunnel originating
from GSR3 to be preempted unless this tunnel is administratively shut down.
How should this situation be mitigated?

Refer to the exhibit.

Refer to the topology diagram for a service provider that is offering L3VPN services. PE1, PE2,
PE3, and PE4 are provider edge routers that are connected to the core P routers. They are
learning VPNv4 prefixes from different sites. The MPLS core is LDP-enabled and is running OSPF
as an IGP. One of the P routers that is connected to PE1 and PE2 has an LDP defect in which the
LDP session periodically resets and then manages to recover on its own. While the LDP session
resets, an outage is observed on L3VPN traffic that needs LDP to maintain a label-switched path.
While a software fix has been identified and is in the works, which MPLS or IGP feature will avoid
this problem?

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?

Refer to the exhibit.

A network operator uses TACACS for authentication and authorization. While troubleshooting a
NetFlow problem, the operator was requested by Cisco TAC to get the output of show techsupport netflow. The exhibit shows that the command failed with a message “% This command is
not authorized.” The operator is logged into the router with privilege 15 user account defined in
TACACS. What is the most likely reason for this?

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?