Based on looking over CCNA SP and CCNP SP Ops track they call out process for Tier II and Tier III Network support.
How Cisco views the ITIL process is attached.
For these CCNA/NP SP exams it would be beneficial if Cisco were to say it's more Agile (Scrum/Prince) related or for the exams they are moving more ITIL formal structured methodology related or something else. They do call out ITIL but not V3.
"Apply the Information Technology Infrastructure Library (ITIL) problem management process to the task of managing networks"
"Distinguish between incident management and problem management, and determine the interactions that occur between them"
The incident and problem management is usually a very agile using standup meetings and do it fast and as accurately possible process. SOPs could come into play for known problems if they exist and are found relevant. Slowing that down would be bad for most 'tickets' unless it's an actual budgeted project, but that would not be an incident. Then there is the feedback loop post mortem that is supposed to link back to the ITIL over arching process.
The Kepner Tregoe approach to Problem Solving and Decision Making is cited in both ITIL® V2 and V3 to satisfy the needs of Problem Investigation and Diagnosis, which has also been adopted Cisco TAC Engineers