According to ITIL® v3 framework, which incident closure mechanism is used to centralize all the
available details surrounding the incident during the resolution life cycle?

According to ITIL® v3 framework, when working on a service-affecting incident, what function or
process is responsible for keeping the customer updated on the status of the incident?

According to ITIL® v3 framework, which risk management step analyzes threats and weaknesses
that are introduced as a result of a service change?

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

According to ITIL® v3 framework, service providers need to deliver the agreed upon capabilities to
their customers. This is the definition of which configuration management principle?

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?

According to ITIL® v3 framework, which key items are used to establish and maintain a correct
level of filtering during event management?

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?