SP Service Provider Fundamentals

Question 1

What is the primary role of a Certified Service Provider (SP)?

Accepted Answer

Deliver managed services and solutions to end customers

Answer

Manufacture networking hardware

Answer

Develop operating systems

Answer

Provide government regulatory compliance

Question 2

Which document formally defines the commitments a service provider makes to a customer?

Accepted Answer

SLA

Answer

NDA

Answer

SOW

Answer

RFP

Question 3

What does ITSM stand for in a service provider context?

Accepted Answer

IT Service Management

Answer

Internet Traffic Switching Management

Answer

Integrated Telecommunication System Module

Answer

Internal Technology Standards Manual

Question 4

Which ITIL process is responsible for recording and managing all known problems within a service provider environment?

Accepted Answer

Problem Management

Answer

Incident Management

Answer

Change Management

Answer

Asset Management

Question 5

A service provider's NOC stands for what?

Accepted Answer

Network Operations Center

Answer

Node of Control

Answer

Network Outage Command

Answer

New Operations Configuration

Question 6

In a tiered support model, which tier handles the most complex escalations that require specialist expertise?

Accepted Answer

Tier 3

Answer

Tier 1

Answer

Tier 2

Answer

Tier 0