Comptia A+ Chapter 11
Types of Documents and Support Systems
-Knowledge Base -Customer Service -IT training and troubleshooting -Asset Management -Asset ID -Procurement Life Cycle -Warranty and Licensing Information -Users who are authorized to use the asset -Auditing trails -Password Policy -Network Topology Diagrams -Ticketing Systems -Acceptable Use Policies -Standard Operating Procedures -New-User Setup Checklist -End-User Termination Checklist -Regulatory Compliance Requirements
Fourth Extended File System (ext4)
A Linux file system that added support for partitions larger than 16 TB, improved management of large files, and offered a more flexible approach to adding file system features. OS: Windows (Read only third party) macOS (Read/write third party) Linux
Third Extended File System (Ext3)
A Linux file system that made improvements to Ext2, such as adding journaling as a built-in file recovery mechanism. OS: Windows (Read only with third party) macOS (Read/write with third party) Linux
Knowledge Base
A collection of articles containing text, images, or video that give information about a network, product, or service
Volumes
A primary partition that is assigned a drive letter and can be formatted with a file system such as NTFS
Asset ID
A string of characters used to identify hardware in an inventory list that is used to manage assets in an IT operation.
Which statements are false about the GPT partitioning system? (Choose all that apply.) It supports up to 128 partitions. It contains the legacy MBR system for backward compatibility. It can only be installed on drives that are larger than 2 TB. It keeps a backup copy of the GPT table.
B. It contains the legacy MBR system for backward compatibility C. It can only be installed on drives that are larger than 2 TB
Your organization has several Mac and Windows laptops that all access data on a file server on the local network. Which file system on the Linux file server is best suited to this situation, and how do you best set it up? ext4; on the same partition that holds the Linux installation APFS; on a different partition than the one that holds the Linux installation FAT32; on a different partition than the one that holds the Linux installation NTFS; on the same partition that holds the Linux installation
C. FAT32; on a different partition than the one that holds the Linux installation
While working in a call center, you receive a call from Latisha, who says she can no longer access the online reporting application for her weekly reports through her web browser. You ask your manager, and she tells you that the server team changed the application's URL during an upgrade over the weekend. She asks you to make sure all the other technicians are aware of this change. What is the best way to share this information? Print a flyer with the new URL, and post it on the wall in the call center. Send out a mass email with the new URL to all the technicians. Update the knowledge base article that contains the application's URL in the ticketing system application. Yell the new URL to all technicians sitting in the call center.
C. Update the knowledge base article that contains the application's URL in the ticketing system application
Which of the following statements is false? In Ubuntu Server, the mount point for an external hard drive is in the /media directory. In Windows, before you can use a smart card, it must have a drive letter assigned. In macOS, the mount point for removable media is the /Volumes directory. In Ubuntu Desktop, a USB flash drive must have a drive letter assigned before you can access it
D. In Ubuntu Desktop, a USB flash drive must have a drive letter assigned before you can access it
Procurement Life Cycle
Data required when replacing an aged asset in an IT asset management system; may have info on suppliers, contract terms, previous purchase orders, invoices, and payment processing
Traits of a Good Technician
Dependable and reliable Positive and helpful attitude Listen without interruption Proper and polite language Patient and respectful to people with physical disability Take ownership of the problem Be credible Work with integrity and honesty Know the law with respect to work Behave professionally Dress professionally Control your words
exFAT
Extended File Allocation Table For large external storage devices that you want to use with other operating systems OS: Windows macOS Linux Chrome OS
Aspects of Good Service
Initial Contact with Customer Interviewing the customer Set and meet customer expectations Work with a customer on site Work with customer on the phone Deal with difficult customers Customer decides when the work is done Know when to escalate a problem Work well with coworkers
Logical Drives
On an MBR drive, a portion or all of a hard drive's extended partition that is treated by the operating system as though it were a physical drive/volume Each logical drive has a letter and a file system
Master Boot Record (MBR)
Partitioning system used by hard drives with a capacity less than 2 TB. On an MBR hard drive, the first sector is called the MBR. containing the partition table and program motherboard that firmware uses to boot an OS from the drive. OS: Windows macOS Linux Chrome OS
Ticketing System
System used to track support calls and in which technicians can keep their call notes
Apple File System (APFS)
The file system introduced in macOS High Sierra. It was designed to be used with flash memory and offers better security, encryption, and performance speeds than HFS+. OS: Windows (Read/write third party) macOS (Required for boot) Linux (read/write third party)
Which OS is most appropriate to support a web server on the Internet? Windows 10 Pro Ubuntu Server Chrome OS macOS
Ubuntu Server
What is the difference between a volume and logical drive on an MBR hard drive?
a volume is a primary partition and a physical drive a logical drive is an extended partition that is not a physical drive, but the OS treats it as such with a drive letter and file system An extended partition can hold one or more volumes
Asset Management System
An IT system used to track physical and digital assets; it may include end-user devices, network devices, IP addresses, software licenses, and related licenses.
Change Management
Purpose of Change Change Plan and Scope Risk Analysis Rollback Plan End-User Acceptance Document Changes
Your manager asks you to set up an environment for user training on the payroll system. What is included in this environment? (Choose all that apply.) A sandbox Live data Dummy data Access to the company payroll database
A. Sandbox C. Dummy Data
Suppose you are a customer who wants to have a computer repaired. List five main characteristics that you would want to see in your computer repair person.
Active listener Knowledgeable No jargon words Positive attitude Professional
Your manager asks you to work through the weekend to install new software on the applications server that serves up applications to 20 users. The following Monday, all users report they cannot open their data files. After speaking with technical support for the new application, you discover it is not compatible with the old data files. Which type of documentation should you refer to first to address this problem? Risk analysis documents Rollback plan documents Change management documents Scope of change documents
A. Risk Analysis Documents
Dealing With Difficult Customers: When the Customer Complains
-Be an active listener -Give the customer time to vent -Don't be defensive -Know how your employer wants you to handle a situation when you are verbally abused
Dealing With Difficult Customers: When the Customer is Overly Confident
-Compliment the customer when you can -Slow the conversation down -Don't back off from using problem-solving skills -Do not accuse the customer of making a mistake -Even if your customer is using jargon, make sure you aren't using jargon yourself
Dealing With Difficult Customers: When the customer is not knowledgeable
-Give specific instructions -Don't ask customer to do something that could harm files without back ups -Frequently ask what is on the screen -Follow along on your PC -Give customer plenty of opportunities to ask questions -compliment customer when you can -Know when to escalate to another tech
Which Chromebook security feature ensures that malware can't change the OS's system files? Quick updates Power washing Sandboxing Verified boot
D. Verified Boot
FAT32
For small drives or USB flash drives . Uses 32 bits to address each unit of data on the volume OS: Windows macOS Linux Chrome OS
Globally Unique Identifier Partition Table (GUID or GPT)
The latest partitioning system that can support up to 128 partitions and is required for drives larger than 2.2TB Requires a 64-bit OS and UEFI firmware needed to use secure boot OS: Windows (Required for Boot) macOS (Required for Boot) Linux (Preferred) Chrome OS (Preferred
New Technology File System (NTFS)
The preferred file system, largely because it supports a much larger hard disk (up to 16 exabytes), long file names, and enhanced security. OS: Windows (Required for Boot) Linux Chrome OS
