You are working at a service provider NOC and have received a call from a customer who is complaining about slow network throughput between several branch offices. After following normal processes, you are unable to resolve the problem and must decide whether or not to escalate to the next level of support. Which two pieces of information should you gather to describe the slow throughput problem before escalating to the next level of support? (Choose two.)
Answer : B, D
- list of procedures that you have already performed
- number of offices that are impacted
- reason(s) why the network is running slowly
- times of the day that the network appears to be slow
According to lTlL®v3 framework, which type of redundancy is characterized by integrating different types of assets with a common service capability thereby being more resilient to a single cause of failure in the network?
Answer : B
According to ITIL® v3 framework, which type of availability management technique contributing to the continual service improvement process is used to identify single points of failure within a network?
Answer : B
- fault tree analysis (ETA)
- component failure impact analysis (CFIA)
- service failure analysis (SEA)
- technical observation (TO)
You are employed within a NOC at a regional service provider as a Tier 3 NOC engineer. The network that you support comprises leased facilities from a much larger international service provider. Your customer reports a reachability problem between two offices. The service desk performs its standard troubleshooting procedures without success and has escalated the incident to you. After 45 minutes of continued troubleshooting, you are unable to resolve the connectivity problem. To which two areas should you next escalate the incident? (Choose two.)
Answer : B, D
- service assurance team
- router vendor
- business relationship manager
- service desk
According to lTlL®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?
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