Module 11 The Complex World of IT Professionals

What is a good strategy to follow if a conflict arises between you and your customer?

Give the customer some time to vent and apologize when you can, then start the conversation from the beginning; asking questions and taking notes, and solving problems.

You make an appointment to do an on-site repair, but you are detained and find out that you will be late. What is the best thing to do?

Let them know. Apologize and arrange new date and time.

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. A sandbox b. Live data c. Dummy data d. Access to the company payroll database

a. A sandbox c. Dummy data

Which of the following statements is false? a. In Ubuntu Desktop, a USB flash drive must have a drive letter assigned before you can access it. b. In Windows, before you can use a smart card, it must have a drive letter assigned. c. In Ubuntu Server, the mount point for an external hard drive is in the /media directory. d. In macOS, the mount point for removable media is the /Volumes directory.

a. In Ubuntu Desktop, a USB flash drive must have a drive letter assigned before you can access it.

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? a. ext4; on the same partition that holds the Linux installation b. FAT32; on a different partition than the one that holds the Linux installation c. APFS; on a different partition than the one that holds the Linux installation d. NTFS; on the same partition that holds the Linux installation

b. FAT32; on a different partition than the one that holds the Linux installation

Which statements are false about the GPT partitioning system? (Choose all that apply.) a. It supports up to 128 partitions. b. It contains the legacy MBR system for backward compatibility. c. It can only be installed on drives that are larger than 2 TB. d. 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.

Which OS is most appropriate to support a web server on the Internet? a. macOS b. Chrome OS c. Ubuntu Server d. Windows 10 Pro

c. Ubuntu Server

Which Chromebook security feature ensures that malware can't change the OS's system files? a. Power washing b. Sandboxing c. Verified boot d. Quick updates

c. Verified boot

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? a. Rollback plan documents b. Scope of change documents c. Change management documents d. Risk analysis documents

d. Risk analysis documents

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? a. Print a flyer with the new URL, and post it on the wall in the call center. b. Send out a mass email with the new URL to all the technicians. c. Yell the new URL to all technicians sitting in the call center. d. Update the knowledge base article that contains the application's URL in the ticketing system application.

d. Update the knowledge base article that contains the application's URL in the ticketing system application.