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 customer calls the service desk and reports a reachability problem between two offices. The
service desk determines that the link that connects one of the offices to the edge router is down.
Which two steps should be taken before this incident is escalated to the carrier? (Choose two.)

A network operations engineer of company ABC is responsible for the operations and
maintenance aspects of the MPLS backbone. The MPLS backbone is built by using MPLScapable routers that are connected with Gigabit Ethernet and POS interfaces. A complaint was
received about the lack of connectivity between two sites of the end customer of the ABC
company. This customer relies on the availability of the MPLS label-switched path that is provided
by the backbone network of company ABC. The operations engineer quickly determined that the
MPLS label entries for certain prefixes provided by LDP were missing on one of the provider edge
routers that connected to the customer router. The operations engineer also determined that the
LDP session of the PE router was down with some of its neighbors in the backbone.
Which three of the following statements represent valid considerations for further troubleshooting?
(Choose three.)

After some troubleshooting, you realize that the performance degradation of your LAN is caused
by a unicast flood. The protocol analyzer shows that some ports are erroneously sending
excessive unicast packets to multiple destinations. What are three possible causes of a unicast
flood? (Choose three.)

You are working in a large service provider NOC as a Tier 2 NOC engineer. A ticket has been
escalated to you regarding an intermittent and apparently random problem with packet loss. The
network has multiple redundant paths on which IP traffic can flow. The service desk has performed
standard troubleshooting procedures but cannot isolate the problem.
Which two types of information should you gather before escalating to Tier 3? (Choose two.)

A rollout plan for a new version of Cisco IOS Software has been devised by the engineering team.
The plan calls for installing Cisco IOS Release 12.2(33)SRD on all Cisco 7600 Series Routers in
the network. During the plan review with operations, what concerns should you raise about this
plan? (Choose two.)

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.)

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.)

Several customers are complaining about slow network throughput when trying to access a
company document management system. This slow throughput is impacting business for these
customers due to lost productivity. The service desk followed normal procedures, was unable to
resolve the problem, and escalated the trouble ticket to you, the Tier 2 NOC engineer. You have
done your own analysis and believe that you have found the root cause but are not entirely
certain.
Which three steps should you take to verify your resolution? (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.)