Week 5 ITSP 136
Which part of the change management process specifies how you will return affected systems to their original state if your implementation fails?
Backout plan
You are filling out a change order form. Toward its end, you explain how you will return affected hardware and software to its original state if the change fails. What is this plan called?
Backout plan
You have responded to a call from a customer who is having problems with his computer. After troubleshooting the problem, you discover the switch on the power strip was off. After switching it on, all of the components and their functionality return to normal. Which of the following is the BEST way to explain the solution to the customer?
"I found this power strip switch in the off position. Now that it's on, it looks like everything is working. It appears as though that was the problem. Can you confirm that the problem has been resolved?"
Which of the following BEST describes the Blue Screen of Death (BSoD)?
A Windows stop error.
Which of the following BEST describes a Security Policy?
A document or collection of documents that provide information about an organization's network security.
Which of the following documents might a new employee need to sign during the onboarding process? (Select two.)
Acceptable Use Policy (AUP) Bring Your Own Device (BYOD) Policy
To prevent ESD when replacing internal computer components, you attach an anti-static wrist strap to your wrist. Where should the other end be fastened? (Select two.)
Anti-static mat Metal area on the computer case
Which of the following is the process of tracking and managing an organization's assets?
Asset management
Your company provides testing services that help customers identify and resolve performance issues with their software and e-commerce sites before they go live. To perform accurate testing, a large number of computers are required, sometimes numbering in the hundreds. Recently, you have noticed that the lights in the testing lab seem dimmer than normal and sometimes flicker. Which of the following electrical terms BEST describes the condition you are most likely experiencing?
Brownout
Which of the following are procedures that should be included when offboarding (ending a relationship with) an employee? (Select two.)
Collect physical access items from the employee. Disable electronic access for the employee
Which of the following are common tools used to physically clean the inside of a computer? (Select two.)
Compressed air Natural bristle brush
As an IT technician for your company, you have been notified that the Windows domain does not seem to be functioning properly. Being familiar with domains, you are fairly confident you know what the issue is. But just to be safe, you take the applicable time to gather additional information and to identify what, if anything, has changed. Which of the following is the BEST next step?
Create a hypothesis.
You are the manager in charge of maintaining desktop computers. A user reports that she can't turn her computer on. After some investigation, you find that the power supply is malfunctioning. Which of the following actions should you perform next?
Create an action plan.
You suspect that the power supply in your desktop PC is failing. You want to use a multimeter to test the power supply. Which multimeter setting should you use?
DC volts
As you arrive on-site at a customer's place of business, you go to the front desk and ask for the manager of the IT department. The manager greets you and tells you to use their first name, which is Robin. Robin then escorts you to the printer, which is jammed. After you fix the printer, the existing print job completes. As the paper comes out, you notice that one of them is marked confidential and has to do with an upcoming merger. You find Robin and say, "Robin, your printer is fixed and working perfectly." Robin then escorts you off the premises. When you get home that evening, you tell your spouse about the merger document you saw. The next day, you call Robin to verify that the printer is still functioning properly. Which of the following professionalism principles did you fail to to follow?
Deal with confidential materials appropriately.
Jason is a system administrator for a hospital. As part of his role, he helps to maintain all devices in the hospital that connect to the internet (IoT devices). Recently, the hospital has purchase some new heart-rate monitoring devices that are IoT-enabled. Jason needs to add the devices to the inventory management database. Which of the following is the asset management phase that Jason is currently involved with?
Deployment
You are a first-line desktop support technician. A user reports that he cannot access several network files. After some investigation, you determine that the problem is with a network server. Which of the following actions should you perform next?
Determine if escalation is needed.
Timothy works in the graphic arts departments and has received approval to upgrade his video card. The card has arrived, and you are ready to begin the upgrade by replacing the old video card with the new one in his workstation. To ensure your personal safety, which of the following should you do FIRST?
Disconnect power.
A user reports that the projector in the conference room has display issues when it is connected to his laptop. After identifying the cause and completely resolving the issue, the projector displays the images perfectly both on his laptop and on the projector. Which of the following troubleshooting strategies should you perform next?
Document the solution.
To improve the safety of your location and comply with regulations regarding work environments with hazardous materials, you have been assigned to assemble Material Safety Data Sheets (MSDS) for all chemicals used in your shop. How should you obtain these documents?
Download them from the chemical manufacturer's websites.
You work for a store that sells and repairs computers. Due to the room's layout, while repairing computers, you must walk from one side of the carpeted room to the other frequently. Which of the following would BEST protect you from static electricity buildup?
ESD wrist strap
A user sends a print job to a network printer, and it prints page after page of random characters. He calls the help desk, and a technician discovers that the wrong printer driver had been loaded on the user's workstation. The technician loads the correct driver, verifies that the system works correctly, and documents the resolution. Which of the following actions should the technician perform next?
Educate the user as to how the problem was resolved and verify that they are satisfied with the results.
You have been troubleshooting services on your system. Where is the best place to check to make sure that they are now running properly?
Event Viewer
A user asks you to perform a task that you do not know how to do and is not in the scope of your job duties. What is the BEST way to respond to this situation?
Explain to the user that this is not a task you can perform, but you will do your best to contact someone who can perform the task.
You are removing screws within a computer, but several have fallen into places you can't reach. Which tool would help retrieve the small screws?
Extension magnet
A technician works in a factory where there is a significant amount of EMI (electromagnetic interference) emissions. Due to this EMI, several of the computers that control the factory's manufacturing machines are unable to communicate with the network. Which of the following network cabling options would be the BEST for reestablishing network communications?
Fiber optic
Your U.S.-based company has recently purchased an old office building where employees are being assigned to work. As you are setting up the employees' desktop computers, you come to one location where the nearest wall outlet has only two prongs. All of the metal-enclosed desktop computers have three-prong cords. Which of the following is the BEST way to proceed with that particular desktop computer?
Find a different outlet that uses three prongs.
As a PC technician you know you will be late to an appointment with a customer. Which of the following actions should you take? (Select two.)
Give a realistic time frame for your arrival. contact the customer and apologize
As a systems engineer for a large retail corporation, you have filled out a change order form to replace the laptop computers that sales reps use on the road with business tablets that are much more durable, provide both touch and keyboard options, and are more portable and easier to use when working with clients. The request has been forwarded to the change board, which is reviewing the change order form with you. One of the board members asks if this change will impact plans to move more of the business online to reach customers directly. Which of the following questions does the board member really want answered?
How does this change fit with company's current strategic focus?
Which of the following is the No operating system found error likely caused by?
Incorrect boot order
Which of the following device types should be plugged into a surge-protected-only outlet on a UPS unit and not a battery backup outlet?
Laser printer
A printer is behaving erratically; you suspect a faulty parallel port. Which tool can you use to test the parallel port?
Loopback plug
Your workstation is unable to communicate with any other computer on the network. Which of the following tools should you use to test the network card's abilities to send and receive signals?
Loopback plug
Which of the following features should you look for when selecting a vacuum cleaner for your cleaning kit? (Select two.)
Non-static generation Blows as well as vacuums
Which of the following components require special disposal procedures to comply with environmental guidelines?
Notebook battery
During which asset management phase would you perform maintenance tasks, such as installing updates and patches or upgrading a hard drive?
Operations
A technician is troubleshooting a computer that doesn't start up correctly. Which of the following tools could the technician use to troubleshoot the computer? (Select two.)
POST Card Known good spares
During which asset management phase would you consider whether an asset would replace an existing one and whether it will have any impact on the existing network and users?
Procurement
Besides protecting a computer from under-voltages, a typical UPS also performs which other actions? (Select two.)
Protects from over-voltages Conditions the power signal
What is the BEST way to dispose of printer cartridges?
Return them to the manufacturer for recycling.
Which documents are generally finished and approved before a project begins? (Select three.)
Risk Assessment Project plan Budget
You are working on your Windows 10 computer during a fierce thunder storm. Lightning strikes the nearby transformer, and your office loses all power. Since your laptop's battery is dead, your computer instantly turns off. Once power to the building has been restored, you turn your computer on and notice that you are now getting a missing DLL error message. Which of the following tools is MOST likely to rectify this issue?
SFC
Which section of a change order form would include the desired outcomes of a project?
Scope of change
You are troubleshooting a computer that runs Windows 11. The operating system has halted, and a black screen is displayed on the monitor with an error message. What is the first step you should take to troubleshoot the issue?
Search for the error in Microsoft's knowledge base or by using an internet search engine.
Jason is a sales rep with an computer company that sells customized laptops to the public. He is opening a ticket to help resolve a customer issue with a malfunctioning laptop, which was purchased by an important customer who is relying on the laptop to complete a critical project. Which of the following items in the ticket can Jason use to help the support team immediately determine the time sensitivity of resolving this issue?
Severity level
Which of the following troubleshooting utilities scans the operating system files and replaces corrupt files?
System File Checker
An employee calls you to demand more RAM for her computer to complete her work tasks. However, you know that her department doesn't have a budget for new equipment. Your supervisor is the only one that has authority to allocate department funds. Which of the following is the BEST way to respond?
Tell the employee that her department doesn't currently have a budget for equipment upgrades, but that you will let your supervisor know about the request so it can be properly determined if new RAM can be acquired.
Jared, an employee in Human Resources, left the company two months ago as part of a company downsizing initiative. A new Human Resources VP is now running the department and has re-hired Jared to work as a manager in Human Resources. As a new IT system administrator for the company, you have been assigned to re-establish all of Jared's accounts, including network accounts, email, software, and VPN access. However, you discover that no accounts exist for Jared. What should have been done during Jared's offboarding process to make sure his accounts were still available for a period of time?
The accounts should have been disabled instead of deleted.
Which problem can occur if your system case fan blows in the wrong direction?
The flow of air is negated and the system can overheat
You work for a large company that has over 1,000 computers. Each of these computes uses a wireless mouse and keyboard. Therefore, your company goes through a lot of alkaline batteries. When these batteries can no longer power the intended device, you need to decide what to do with them. Unless otherwise dictated by your local authorities, which of the following would be the EASIEST way to deal with these batteries?
They can be thrown in the trash.
Which of the following is true about negative pressure systems?
They can bring in airborne particles, such as dust or smoke.
Which of the following BEST describes the primary role of Tier 1 support operators?
They gather information about a problem and perform basic troubleshooting.
You need to trace the route that a Cat 6 UTP cable takes through the ceiling and walls of your building. Which tool should you use?
Tone generator
A maintenance worker accidently nicks a bundle of network cables routed to multiple wall jacks in a conference room. Only one of the cable's wires are severed. A technician is tasked with replacing the cable. Which of the following tools would the technician MOST likely use to identify which wall jack connects to the severed cable?
Tone generator and probe
Your company resides in an area with rapid growth in both the corporate and residential areas surrounding your office. As such, your company has been experiencing several brownouts due to power grid problems (too much demand and not enough electricity). Fearing that your computers (especially the servers) could be damaged by these brownouts, your manager has asked you to find a solution to this problem. Which of the following would be the BEST device to recommend to your manager for computer protection?
UPS
In which of the following situations should you NOT use an ESD wrist strap?
When working with high-voltage components.
Which of the following statements about cleaning LCD monitors and display devices is true?
You should power off your monitor and clean it with a lint-free dry cloth.
As you arrive on-site to fix an issue, you are met by a frantic employee who immediately details how critical the issue is and how important it is to fix it as quickly as possible. Having seen this same issue many times, you say to the customer, "Stop worrying. I know what I'm doing." Which of the following professionalism principles are you failing to follow?
Avoid dismissing customer problems.
Who needs to approve a change before it is initiated? (Select two.)
Change board customer
Katy is a IT engineer who is responsible for maintaining the environment in her company data center in San Francisco. While swapping motherboards in a server in the data center, she notices that the original motherboard is showing signs of corrosion. Which of the following is the BEST solution to resolve the corrosion issue?
Decrease the humidity in the data center.
Candace is a purchasing manager for a large metropolitan hospital and is responsible for making purchasing decisions for millions of dollars worth of equipment each year. The hospital board has recently decided that many of the older hospital devices need to be upgraded to IoMT (Internet of Medical Things) equipment to become more efficient and effective in their procedures. Candace has decided to start by ordering new IoMT heart-monitoring devices that track a patient's heart information remotely. She immediately talked to her equipment sales representative and ordered several new IoMT heart-monitoring devices. However, after deploying them, she finds that they do not provide all the data that nurses and doctors were expecting. Which of the following steps did Candance fail to complete during the asset management Procurement phase that led to this issue?
Determine goods and services required
Your organization has expanded into an adjacent office. You have been tasked with laying cables to connect the new space with the existing space. Which document should you look at to ensure that there will be no interference or damage to the cables from existing infrastructure?
Floor plan
As an IT technician for your company, you are in the process of setting up several servers in your network. During the process, one of the servers was misconfigured and is having trouble synchronizing information with the other servers. Which of the following is the BEST next step?
Gather information.
What method is used to ensure proper ventilation in a server room?
Hot and cold aisles
You are the PC technician for a company. An employee has gone to a meeting while you fix the computer in her office. She accidentally left a report open next to her computer. It states that a friend of yours in accounting will be submitted for review if their poor work performance continues. Which of the following is the BEST action to take?
Ignore the paper and tell no one of its contents.
You are an information security specialist in charge of developing and implementing security measures for your company. You are currently working with the company's IT system administrator to make sure that all policies and procedures meet city, state, and industry regulations. You have noted that employees often allow coworkers into restricted areas who may not have authorized access. In addition, employees often work from home using company laptops that are often unsecure and frequently contain sensitive company data on the local hard drive. SOLUTION: You update the Acceptable Use Policy (AUP) to clearly state that only authorized employees can access restricted areas with a proper key fob (no tailgating), along with any penalties for non-compliance. To address the laptop security issue, you work with the IT system administrator to update the network diagram and inform employees of the changes to help secure their laptops. Does this solution provide a reasonable approach for addressing the security area and work-from-home issues?
No
A user reports that her system is running slowly when saving files. You determine that you'll need to upgrade her hard disk. You identify the components that are required and schedule the repair for later that afternoon. Which of the following steps have you forgotten in your troubleshooting process?
Perform a backup.
Which part of the change management process asks how the project will align with the organization's current mission and strategy?
Purpose of the change
Arrange the standard change order form information on the left in its standard presentation order on the right. (Not every answer will be used.)
Purpose of the change Scope of the change Risk analysis Backout plan incorrect answer
Which of the following is true about RFI?
RFI is caused by nearby devices, such as cordless phones or microwave ovens.
A user reports that he is unable to access data on an external hard drive. You investigate the problem and determine that the USB cable connection to the hard drive is damaged. You replace the cable. Which of the following actions should you take next?
Test the solution.
A user reports that her monitor has stopped working. While troubleshooting the issue, you discover a bad video card in the system. You replace the card and connect the monitor cable to the card. Which of the following actions should you perform NEXT in your troubleshooting strategy?
Test the solution.
Which of the following are included in a network topology diagram? (Select two.)
The location and IP addresses of hubs, switches, routers, and firewalls. The relationship between remote locations and the WAN links that connect them.
Who does the term responsible staff member refer to?
The person who should be the primary contact person for the project.
You work in the computer repair department of a large retail outlet. A customer comes in with a workstation that randomly shuts down. You suspect that the power supply is failing. What should you do first to troubleshoot the issue?
Use a known good spare to swap with the existing power supply.
CRT monitorWhich of the following devices can store large amounts of electricity, even when unplugged?
CRT monitor
Which of the following is a troubleshooting step to try when troubleshooting application conflicts?
Check for application driver updates.
You've just installed a new USB card reader on your Windows computer. Every time you perform a certain action using the card reader, you get an error message that you've never seen before. Which of the following actions should you perform FIRST?
Check the manufacturer's website for information about the error.
You plan on including Employee Education and Awareness Policy training for all new employees. As part of that training, which of the following should you instruct your employees NOT to do as part of company procedures? (Select three.)
Connect unauthorized devices. Respond to social engineering attacks. Click on links in a phishing email.
Aaron is a system administrator for a school district and have been assigned to maintain and decommission computer equipment throughout the district schools. He has been assigned to review all the workstations currently being used by the administrative staff at the district and school levels to determine if they need to be replaced or upgraded to meet current administrative requirements. He decides to replace the workstations with new equipment, decommission the existing computers, and sell them to the public as surplus. After selling several of the decommissioned computers, a local paper publishes an article about financial corruption in the school district with documentation to prove the accusations. Which of the following steps in the Decommissioning process did Aaron fail to do that might have BEST prevented this situation?
Ensure that any sensitive or proprietary information was permanently removed from the workstations before selling them to the public.
A new laptop was delivered to your home and left on the porch while you were at work. It is very cold outside, and you don't know how long it has been there. You unpack the laptop. You would like to know if it is working properly. Which of the following is the BEST action to take?
Let the laptop warm up to room temperature before turning it on.
You are a system administrator for a financial institution. Most of your employees work at home and have various work environments. One of your account managers is complaining that customer data is disappearing from her account management application. She insists that she saves data regularly and has not had a problem until recently. Her workstation has both a solid-state drive (SSD) and a traditional hard drive. She runs the application from the SSD drive, but stores the customer data on the hard drive. She has recently moved her desk to a room in her house that is used for entertainment. The room has a sound system with several installed speakers for surround sound. Which of the following types of interference might be causing the issue with disappearing customer data?
Magnetic fields
You work for a company that provides payroll automation software to its clients. You are creating a program that will automate payroll tasks for small businesses with few employees. You are on track to meet your deadline for the project, and you anticipate having a lot of money leftover in the project budget. Mid-project, you receive a call from the human resources manager at MakeStuff, a company that will use the small-business payroll software. The manager informs you that MakeStuff has decided to offer its employees a 401k investment option and asks whether the small-business payroll program can automatically manage 401k investments. Currently, the project plan does not include that function, but you believe making the addition would be valuable to your business. You are worried about requesting permission to add this functionality for two reasons. First, the deadline for this project is very close, and it cannot be moved. Second, you have created software that automates flexible savings account management, but you haven't automated 401k investments before, and you know they are more complicated. You must fill out a change order form to request this change. Select the best option for each portion of the form.
Purpose of Change To provide every client using the software the functionality to automate 401k management. Scope of Change :Add 401k management to the payroll software. Plan for Change :Request to hire contractors to implement 401k management. Risk Analysis Using contractors could result in going over budget if there are problems with the project. Backout Plan :Back up the program and data before adding the new feature.
You are the PC technician for a company. You received the following email from an employee: My email doesn't work. I keep getting email sent back to me, and I can't find any of my old emails. I don't think that the email program has ever worked well. When you arrive at the employee's desk, you observe how the employee accomplishes normal email tasks. You quickly determine that the problem is not with the email program, but that the employee needs to learn how to use the program. You have several high-priority tasks that need to be completed by the end of the day. What is the BEST way for you to respond?
Set an appointment to train the employee on how to complete common email tasks.
What should you use to clean an inkjet printer's print heads?
The printer's cleaning function
Your company has a plan in place to upgrade each employee's laptop computer to a newer model every three years. As a result, you often have old laptop batteries. Unless otherwise dictated by your local authorities, which of the following is the BEST way to deal with these types of batteries?
They must be recycled.
Your Windows OS starts to act strangely. You find out that there was a Windows automatic update three days ago. Which of the following would be BEST to try first to resolve the issue?
Uninstall the update
Adding more RAM does not necessarily improve system performance. Which of the following must you also do to make sure that system performance does improve?
Upgrade the CPU to one with multiple cores.
You are an IT technician for your company. One of the employees has a computer that continually reboots when it's powered on. He has asked you to fix it. You suspect that the power supply may be failing. Which of the following is the BEST way to determine whether the power supply is causing the reboots?
Use a multimeter to test the power supply.
Jeannette's workstation is overheating. She decides to open the workstation and clean any accumulated dust to see if it helps with the overheating issue. Which of the following can Jeannette safely do to remove dust? (Select two.)
Use short bursts of compressed air to clean delicate components. Use a lint-free cloth and cleaning solvent to remove all dust accumulation.
Which document outlines how to communicate standards, procedures, and baselines that help an employee perform their job safely and effectively?
User Education and Awareness Policy
Which of the following are most helpful in keeping a computer cool? (Select two.)
Verify that cooling fans are not circulating air in the wrong direction. Vacuum dust from the system regularly.
Anna is an account rep for a financial firm and has submitted a ticket in the company ticketing system to resolve an issue with a high-profile customer's account. The account is frequently losing important financial transactions. She has filled out the following information on the ticket: Customer's name and contact information Relevant problem information After waiting three days, the ticket is assigned to a tier-two support operator and set to an in-progress status. In addition, the operator sends the ticket back to Anna with a request for information about her work computer. She is frustrated because a resolution to the issue is not being addressed. SOLUTION: Anna adds additional information in the ticket description about the importance of resolving the issue immediately. She also includes the make and model of her work computer and then sends the ticket back to the support operator. Does this action provide what the support operator needs to help resolve the ticketing system issue?
correct answer: No
Anna is an account rep for a financial firm and has submitted a ticket in the company ticketing system to resolve an issue with a high-profile customer's account. The account is frequently losing important financial transactions. She has filled out the following information on the ticket: Customer's name and contact information Relevant problem information After waiting three days, the ticket is assigned to a tier-two support operator and set to an in-progress status. In addition, the operator sends the ticket back to Anna with a request for information about her work computer. She is frustrated because a resolution to the issue is not being addressed. SOLUTION: Anna decides to set a severity level to indicate the high priority of the issue and then sends information back to the operator about her computer, which includes the application experiencing the problem, the device's network ID, and the operating system. Does this action help resolve the ticketing system issue?
correct answer: Yes
You are an IT technician for your company. A coworker calls your department and asks for help fixing his malfunctioning internal Blu-ray drive, which he installed himself. When you arrive, you unplug and then open the employee's computer. As you begin to examine his computer, the employee begins to describe the steps he has taken to install and troubleshoot the issue on his own. You examine all of the connectors and discover that the employee forgot to connect the Blu-ray drive's power cable. Your initial thought is, "How stupid can this guy be?" but you restrain from making any comments. At that moment, another coworker calls your cell phone. The ringing of the phone distracts your thoughts, and while the owner of the computer is still explaining the troubleshooting steps already completed, you quickly connect the power to the device and close the computer. A quick test determines that the device is now working. Which of the following professionalism principles is the technician failing to follow? (Select two.)
Actively listening avoiding being judgmental
While on a service call at a customer site, you are discussing the problem with the customer when your cell phone rings. You check the caller ID, and you see that the call is related to parts you ordered for another customer. Which of the following is the MOST professional way to handle the situation?
Ask the customer if it is okay to take the call, and then step into the hallway to briefly talk on the phone.
Which tool would be the best choice for removing and replacing the motherboard BIOS chip?
IC extractor
Which of the following is a myth regarding electrostatic discharge (ESD)?
If you can't feel ESD, the surge is not sufficient to harm computer components.
Which of the following is the Not enough USB controller resources warning most often a result of?
Plugging into a 3.0 USB port.
You are responsible for updating your company's onboard training for all new employees. Which of the following items are important to include in that training? (Select three.)
The help desk's contact information The Security Policy The process for reporting suspicious behavior