A+1102 4.0 Operational Procedures Flashcards
Organizing support teams into tiers, such as Tier 1, Tier 2, Tier 3, is an example of?
THE CORRECT ANSWER
Escalation levels
When creating a new ticket in the ticketing system, a technical support agent must enter all relevant ticket information related to the issue. Where should the agent go to get an accurate initial description of the problem?
THE CORRECT ANSWER
The affected user
A technician is performing an inventory of computer systems on a network. What allows asset management scanners and software to track a device’s location?
YOU WERE SURE AND CORRECT
RFID Tag
What phase of a procurement life cycle implements a procedure for installing an asset in a secure configuration?
THE CORRECT ANSWER
Deployment
Technicians can classify tickets into priority order, such as critical, major, or minor incidents. What is this an example of?
THE CORRECT ANSWER
Severity
A technical support representative gets assigned a new ticket. While reviewing the ticket system, the representative needs to look up the user’s contact details. In what section of the ticket is this information located?
User information
During the course of an incident, the support technician at each tier will enter information related to the given problem. To assist in faster resolution for common incidents, a ticket can be linked to another part of the database that contains information relevant to the issue at hand. What is this information called?
YOU WERE SURE AND CORRECT
Knowledge base
When a user is logging into a computer they first see a screen that requires them to accept the conditions of using that computer. Which two items does this screen represent? (Select all that apply.)
Splash screen
Acceptable use policy
Organizing support teams into tiers, such as Tier 1, Tier 2, Tier 3, is an example of?
THE CORRECT ANSWER
Escalation levels
What part of the ticketing system does a support agent use to group related tickets?
YOU WERE SURE AND CORRECT
Categories
What phase of the procurement life cycle includes the documentation of an asset, such as warranty and licensing details?
YOU WERE SURE AND CORRECT
Procurement
A support agent determines that they need to enter a specific device into the ticket during a support call. Where in the ticketing system does the agent enter this?
YOU WERE SURE AND CORRECT
Device information
When onboarding or offboarding an employee, a company generates a list of steps that must be followed to ensure that all processing for that employee is complete. Which of the following are the correct lists that are generated? (Select all that apply.)
End-user termination checklist
New-user setup checklist
Technicians can classify tickets into priority order, such as critical, major, or minor incidents. What is this an example of?
YOU WERE SURE AND CORRECT
Severity
Traffic light type indicators on a risk analysis worksheet where red is a high risk, orange is moderate risk, and green is minimal risk are examples of?
YOU WERE SURE AND CORRECT
Risk level
During the planning of a software upgrade or other major change, the planner must ensure that they schedule the change to minimize the effect on users or other customers. What is an important change management step to ensure this?
THE CORRECT ANSWER
Date and time of the change
When reviewing a change request, where would a manager find the benefits a change will accrue?
THE CORRECT ANSWER
Purpose
During the planning of a software upgrade or other major change, the planner must identify what computers or software will be part of the upgrade. This includes what services may be unavailable and how this will impact users and customers. Which part of change planning does this fall under?
YOU WERE SURE AND CORRECT
Affected systems/impact
It can be difficult for employees to adjust to a new or upgraded software. As well as the technical implementation, what must the change plan account for to mitigate this?
THE CORRECT ANSWER
End-user acceptance
What process involves testing a change in a computing environment designed to replicate the production environment but isolated from it?
YOU WERE SURE AND CORRECT
Sandbox testing
During the change implementation process of the procurement life cycle, what needs to accompany the implementation plan to reverse the change if the need arises?
YOU WERE SURE AND CORRECT
Rollback plan
The IT manager generates a change request when a fault requires repair, identifies a new business need or process, or has room for improvement in an existing standard operating procedure (SOP) or system. What part of the change request includes the number of devices, users, or customers affected by the change?
YOU WERE SURE AND CORRECT
Scope
During the planning of a software upgrade or other major change, the planner must ensure that they schedule the change to minimize the effect on users or other customers. What is an important change management step to ensure this?
THE CORRECT ANSWER
Date and time of the change
It can be difficult for employees to adjust to a new or upgraded software. As well as the technical implementation, what must the change plan account for to mitigate this?
THE CORRECT ANSWER
End-user acceptance
A project with significant impact should incorporate testing to allow end-users to work with the updated system and suggest improvements before release. What is this process called?
THE CORRECT ANSWER
User-acceptance testing (UAT)
When reviewing a change request, where would a manager find the benefits a change will accrue?
THE CORRECT ANSWER
Purpose
When a change request is submitted, it must receive approval before action. Who is the approval authority for minor changes?
YOU WERE SURE AND CORRECT
Supervisor or department manager
Which type of backup assembles data from other backup jobs?
Which backup storage means that the production system and backup media are in the same location?
YOU WERE SURE AND CORRECT
On-site
The 3-2-1 backup rule is a best-practice maxim applied to backup procedures to verify that technicians are implementing a solution that can mitigate the widest possible range of disaster scenarios. How many copies of the technician’s data, including the production copy, should the technician have?
THE CORRECT ANSWER
3
What type of backup has the highest storage and time requirement but has the least recovery complexity, as only a single file is required?
YOU WERE SURE AND CORRECT
Full
Which backup method is an option for creating full backups that are not generated directly from the original data but instead assembled from other backup jobs?
YOU WERE SURE AND CORRECT
Synthetic
In recent years, increasing bandwidth and lower costs of cloud storage have made backing up crucial data to the cloud more appealing to businesses. What type of backup location is a cloud backup considered?
THE CORRECT ANSWER
Off-site
What type of backup has a moderate backup time and only includes new files and files modified since the last backup job?
THE CORRECT ANSWER
Differential
Which type of backup assembles data from other backup jobs?
THE CORRECT ANSWER
Synthetic
Which type of backup has a low backup time but a high recovery complexity?
THE CORRECT ANSWER
Incremental
What type of backup occurs daily using the Grandfather-Father-Son (GFS) scheme?
THE CORRECT ANSWER
Incremental
Technicians must manage two backup requirements against the capacity of the backup media and the time it takes to complete a backup job. One requirement is backup retention. What is the other requirement?
THE CORRECT ANSWER
Backup frequency
Which of the following is a best practice lifting technique when lifting an object?
YOU WERE SURE AND CORRECT
Keep the back straight.
Whose responsibility is it to use equipment in the workplace in accordance with the guidelines given to them?
YOU WERE SURE AND CORRECT
Employee
Which of the following would a technician use to protect static-sensitive components during storage or travel?
YOU WERE SURE AND CORRECT
Antistatic bags
What must be disconnected first whenever a technician adds or replaces components within a PC or laptop?
YOU WERE SURE AND CORRECT
Power plug and battery
Static electricity discharged into the delicate structure of electronic devices will flash over between the conductive tracks, damaging or even vaporizing them. Which can a technician wear to ground themselves to prevent a discharge?
THE CORRECT ANSWER
Electrostatic discharge (ESD) straps
What is the recommended type of fire extinguisher to use on an electrical fire?
THE CORRECT ANSWER
Carbon dioxide
Which of the following is used as a safe place to organize sensitive components to prevent against electrical shock and damage?
THE CORRECT ANSWER
Electrostatic discharge (ESD) mat
If a fault causes metal parts in the equipment to become live, what provides a path of least resistance for the electrical current to flow away harmlessly?
YOU WERE SURE AND CORRECT
Ground
While reviewing system logs during troubleshooting a laptop, it becomes apparent that one of the small-outline DIMM (SODIMM) memory cards needs replacing. What is the first step a technician must do to replace the memory?
YOU WERE SURE AND CORRECT
Disconnect power before repairing the PC.
If necessary, technicians should wear protective clothing for handling equipment and materials that can be hazardous. Which of the following is safety gear worn to minimize any risk of burns from corrosive materials or eye irritation from particles, such as toner or dust?
YOU WERE SURE AND CORRECT
Safety goggles and gloves
A technician evaluates the impacts associated with handling certain materials in the workplace. What is a risk associated with handling other devices and assets from a recycling/disposal perspective?
THE CORRECT ANSWER
It can contain toxins that could be fatal.
An engineer is looking at methods that will preserve organizational assets’ lifespan and operational ability. What can assist in removing debris from sensitive computing components?
YOU WERE SURE AND CORRECT
Compressed air
An engineer is looking for methods that protect the organization’s computers and network. What comes in adapters, trailing sockets, or filter plugs, with the protection circuitry built into the unit?
THE CORRECT ANSWER
Surge suppressor
A technician reviews the organization’s policies on material handling and responsible disposal. What item needs proper disposal to reduce the risk of respiratory tract irritation?
THE CORRECT ANSWER
Toner
A technician reviews the organization’s policies on material handling and responsible disposal. What item needs proper disposal to protect employees against burns from corrosive materials?
YOU WERE SURE AND CORRECT
Battery
A service technician evaluates a company’s vulnerability to environmental impacts. What is important to understand about dust?
YOU WERE SURE AND CORRECT
It contains particles that can cause overheating or loss of function.
A technician is developing a computing deployment strategy for a new team. What is an important consideration for equipment placement?
YOU WERE SURE AND CORRECT
It allows optimal environments for computing operations and increases lifespan.
A helpdesk technician is evaluating methods to increase the lifespan of the organization’s assets from an environmental standpoint. What can prevent effective heat dissipation and cause clogging up of peripherals such as keyboards and mice?
YOU WERE SURE AND CORRECT
Dust
A cyber consultant is tasked with purchasing equipment to mitigate data loss. What can be used to provide sustained power for a few minutes and provisioned at the component level for disk drives, RAID arrays, and memory modules?
THE CORRECT ANSWER
Battery backup
A safety technician is reviewing procedures on material handling and disposal. What must be sent to approved waste management and recycling facilities because the materials may contain toxins and heavy metals?
THE CORRECT ANSWER
Other devices/assets
A technician is purchasing equipment used to support the loss of data. What is the benefit of acquiring battery backups?
THE CORRECT ANSWER
It allows power to be sustained for a short duration to reduce risks of file corruption.
An engineer is looking at various licenses to determine what the organization should use. What type of license is free to use, permitted to be modified, or shared with others?
YOU WERE SURE AND CORRECT
Open-source
A cyber technician reviews the various types of data located within the organization’s customer profile. What is unique to personal government-issued information?
An engineer is reviewing licenses on an employee’s organizational laptop. What is unique to valid licenses?
YOU WERE SURE AND CORRECT
It is active and used in accordance with agreements.
A technician is packaging company property that was involved in a malware incident. The technician completes a document that will travel with the equipment until it reaches its destination. What is the name of this document?
YOU WERE SURE AND CORRECT
Chain of custody
A technician is clearing the storage room of older documentation. What assists the technician in determining what documentation to keep and dispose of?
YOU WERE SURE AND CORRECT
Retention requirement
A software technician is reviewing the organization’s current licensing and procurement plan. What describes an expired license?
YOU WERE SURE AND CORRECT
It is no longer active as the contract has ended.
A technician troubleshoots an employee’s computer that is requesting reactivation. What type of license issue is the technician observing?
YOU WERE SURE AND CORRECT
Expired
A technician is reviewing various organizational policies regarding the security and safety of customer information. What does the Payment Card Industry Data Security Standard govern?
THE CORRECT ANSWER
Transactions
An engineer reviews company policy concerning the storage and use of customer information. What is a tenet of PII?
THE CORRECT ANSWER
It refers to data that can identify a person.
An engineer is reviewing data within organizational databases that contain identifiable information. What type of data includes a person’s illness history and treatment findings?
YOU WERE SURE AND CORRECT
Healthcare data
A technician reviews the organization’s policy to ensure it is abiding by regulated data classifications. What type of data can the technician use to identify, contact, or locate an individual?
YOU WERE SURE AND CORRECT
Personally identifiable information
A software engineer travels to a customer’s site, and the customer advises them that business casual attire is permitted. What are the components of business casual attire? (Select all that apply.)
Matching coat and slacks
Minimal accessories or jewelry
A technician is preparing for a meeting with a customer who is upset with their received service. As part of maintaining a positive attitude and projecting confidence, what situations should the technician and customer avoid during the meeting? (Select all that apply.)
Arguing with the customer
Being judgmental
Dismissing the customer’s concerns
An organization representative has completed a ticket at the customer’s site. What should the representative do to see if the issue resurfaced?
THE CORRECT ANSWER
Have a customer satisfaction follow-up.
An organizational representative is preparing to meet with a customer at their site. This customer is known for being easily provoked and angered. Thinking of a possible mitigation step, what is the representative doing by giving their full attention to what the customer is saying and not interjecting until the customer finishes speaking?
YOU WERE SURE AND CORRECT
Actively listening
An organization technician is conducting a service call at a customer’s site and reviewing systems/information containing confidential and private data. Where might the technician see this type of information? (Select all that apply.)
Desktop
Laptop
Printer
A software engineer travels to a customer’s site for an introductory meeting. What articles of clothing would be appropriate for business formal? (Select all that apply.)
Non-matching coat and slacks
Collared shirt
A company representative travels to a new customer’s site for an initial meeting. What actions should the representative consider? (Select all that apply.)
Show up before the prearranged meeting time.
Avoid taking personal calls while in the meeting.
Do not check social media while in the meeting.
A representative is working on contractual agreements with the customer management team. What provides the management team with expectations of terms and incident resolution times?
THE CORRECT ANSWER
Documentation of services
A technician meets with a customer at the customer’s site and wants to ensure they are providing their full attention, refraining from comment, and not misinterpreting what the customer has said. What skill is the technician using in this meeting?
YOU WERE SURE AND CORRECT
Active listening
An engineer is working on resolving a ticket at a customer’s site. What personal distractions should the engineer avoid while on the site? (Select all that apply.)
Making non-business phone calls
Visiting social media sites
An organizational representative walks into a customer’s site and immediately encounters an angered manager. How should the representative behave in this situation? (Select all that apply.)
Continue to address by title.
Maintain a positive mindset.
Actively listen.
An organization technician is conducting a service call at a customer’s site and reviewing systems/information containing confidential and private data. Where might the technician see this type of information? (Select all that apply.)
CORRECT ANSWER:
Desktop
Laptop
Printer
A technician meets with a customer’s management team and wants to ensure they are fully aware of the organization’s capabilities. What is the benefit of using proper service documentation?
It allows the customer to fully understand the expected terms of service and how long it should take for an incident to be resolved.
A technician is meeting with a customer and wants to discuss the future state of the business relationship. What provides the customers with full knowledge of incident resolution times and expectations of service?
YOU WERE SURE AND CORRECT
Documentation of services
A new customer requests that a technician attend an initial meeting with them at their business location. What should the technician consider wearing as this is their introductory meeting? (Select all that apply.)
A matching suit
A conservative use of accessories
A software engineer travels to a customer’s site for an introductory meeting. What articles of clothing would be appropriate for business formal? (Select all that apply.)
Minimal accessories or jewelry
Matching coat and slacks
A software engineer travels to a customer’s site, and the customer advises them that business casual attire is permitted. What are the components of business casual attire? (Select all that apply.)
Non-matching coat and slacks
Collared shirt
A technician is using a Windows script in a current project. What is a tenet of .bat?
THE CORRECT ANSWER
It is a shell script written for the basic Windows CMD interpreter.
An engineer reviews various automation methods to determine what would work well for the team. What describes a tenet of installing applications?
THE CORRECT ANSWER
It can be executed in silent mode by using the command switches for its installer.
A technician is working on a ticket where the organization’s systems were exposed to malware. What is one way that the technician could unintentionally expose the environment to malware risks?
THE CORRECT ANSWER
It can occur when an interpreter is not a default feature.
A cyber consultant is reviewing the organization’s playbook on Windows scripts. What provides the Windows PowerShell ISE for rapid development?
THE CORRECT ANSWER
.ps1
A technician is creating a playbook for Windows-based script file extensions. What file extension/scripting language based on Microsoft’s Visual Basic programming language predates PowerShell?
THE CORRECT ANSWER
.vbs
A technician is working on a project that uses interactive web-based content. What type of script could the technician use to support the development of this interactive content?
THE CORRECT ANSWER
.js
A technician is working on a project involving software application development. What general-purpose scripting and programming language can the technician use to develop both automation scripts and software apps?
THE CORRECT ANSWER
.py
A cyber architect reviews the organization’s current and future state design for automation and scripting. When is it appropriate to use the Bash command shutdown -r?
THE CORRECT ANSWER
When restarting a machine
A technician is working on a project involving software application development. What general-purpose scripting and programming language can the technician use to develop both automation scripts and software apps?
THE CORRECT ANSWER
.py
A technician is reviewing the team’s guidelines on scripting. What is a tenet of basic automation?
THE CORRECT ANSWER
It is one of the primary use cases for scripting.
A cyber consultant is reviewing the organization’s playbook on Windows scripts. What is a shell script written for the basic Windows CMD interpreter?
THE CORRECT ANSWER
.bat
A technician is creating a playbook for Windows-based script file extensions. What file extension/scripting language based on Microsoft’s Visual Basic programming language predates PowerShell?
THE CORRECT ANSWER
.vbs
A cyber consultant is reviewing the organization’s playbook on Windows scripts. What provides the Windows PowerShell ISE for rapid development?
THE CORRECT ANSWER
.ps1
An engineer reviews various automation methods to determine what would work well for the team. What describes a tenet of installing applications?
THE CORRECT ANSWER
It can be executed in silent mode by using the command switches for its installer.
A cyber engineer is drafting policy on automation and scripting. What task can be completed with PowerShell using the New-PSDrive cmdlet?
THE CORRECT ANSWER
Remapping a network drive
A cyber architect reviews the organization’s current and future state design for automation and scripting. When is it appropriate to use the Bash command shutdown -r?
THE CORRECT ANSWER
When restarting a machine
A technician adds various script types to the team’s playbook for future hires. What is unique to .ps1?
THE CORRECT ANSWER
It provides the Windows PowerShell Integrated Scripting Environment rapid development.
A technician is using a Windows script in a current project. What is a tenet of .bat?
THE CORRECT ANSWER
It is a shell script written for the basic Windows CMD interpreter.
A cyber engineer is drafting policy on automation and scripting. What task can be completed with PowerShell using the New-PSDrive cmdlet?
THE CORRECT ANSWER
Remapping a network drive
A technician is working on a project involving software application development. What general-purpose scripting and programming language can the technician use to develop both automation scripts and software apps?
THE CORRECT ANSWER
.py
A cyber consultant is reviewing the organization’s playbook on Windows scripts. What provides the Windows PowerShell ISE for rapid development?
THE CORRECT ANSWER
.ps1
An engineer reviews various automation methods to determine what would work well for the team. What describes a tenet of installing applications?
THE CORRECT ANSWER
It can be executed in silent mode by using the command switches for its installer.
A technician is working on a project that uses interactive web-based content. What type of script could the technician use to support the development of this interactive content?
THE CORRECT ANSWER
.js
A department coder adds various script commands to the organization’s coding playbook. What starts with a shebang line designating which interpreter to use, such as Bash or Ksh?
THE CORRECT ANSWER
.sh
A technician reviews the team’s playbook on processes that expedite work completion in scripting. What is one of the primary use cases for scripting where the OS manages some tasks rather than being run manually?
THE CORRECT ANSWER
Basic automation
A desktop support technician works for an IT outsourcing company handling clients for multiple companies. What can distinguish clients from different companies and support recording and billing activities?
THE CORRECT ANSWER
Remote monitoring and management (RMM) tools
As part of a network and system upgrade, a company hires a managed service provider (MSP) to monitor the network, patch computers, and provide customer support. Which type of IT support tool would the MSP used to distinguish individual client accounts to provide support for while recording and reporting billable support activity?
THE CORRECT ANSWER
Remote monitoring and management (RMM) tools
A technician is connecting to a network server using a secure shell connection. What port does this connection use to connect as a default?
THE CORRECT ANSWER
TCP Port 22
When a technician remote connects to a Windows server compromised by malware using remote desktop, what two functions can the technician use to mitigate the risk of having their credentials compromised? (Select all that apply.)
Remote Credential Guard
RDP Restricted Admin (RDPRA)
A technician attempts to connect to a user’s computer to troubleshoot the system. If the technician remotes into the computer using Remote Desktop Protocol (RDP), it will lock the local desktop. What alternative will allow the user to screen share with the technician?
THE CORRECT ANSWER
Virtual Network Computing (VNC)
What port do third-party screen-sharing applications like TeamViewer and LogMeln use to connect over the internet?
THE CORRECT ANSWER
TCP Port 443
A technician is trying to remotely connect to a computer but cannot. Where does the technician need to navigate the customer to in Windows settings to enable access?
THE CORRECT ANSWER
Remote desktop
A business director is looking to outsource their IT needs from one company. What type of company is an outsourcing company that is specialized in handling all IT support for their clients?
THE CORRECT ANSWER
Managed service provider (MSP)
A user attempts to connect to a server using a secure shell connection. What default port does the user need to enable on the computer’s firewall to allow the connection?
THE CORRECT ANSWER
TCP Port 22
A business director is looking to outsource their IT needs from one company. What type of company is an outsourcing company that is specialized in handling all IT support for their clients?
THE CORRECT ANSWER
Managed service provider (MSP)
When a technician remote connects to a Windows server compromised by malware using remote desktop, what two functions can the technician use to mitigate the risk of having their credentials compromised? (Select all that apply.)
Remote Credential Guard
RDP Restricted Admin (RDPRA)
A user is working with a technician to solve a software problem on their computer. What application allows a user to ask for help from a technician or co-worker via an invitation file protected by a passcode?
THE CORRECT ANSWER
Microsoft Remote Assistance (MSRA)
A business manager needs to create a meeting with multiple remote users within the company. What type of software allows users to create and configure virtual meeting rooms with voice, video, instant messaging, and screen sharing options?
THE CORRECT ANSWER
Video-conferencing
A technician is trying to remotely connect to a computer but cannot. Where does the technician need to navigate the customer to in Windows settings to enable access?
THE CORRECT ANSWER
Remote desktop
A user needs to share pictures from an iPad with another nearby iOS user. What OS application does the user need to use to complete this?
THE CORRECT ANSWER
AirDrop
What port do third-party screen-sharing applications like TeamViewer and LogMeln use to connect over the internet?
THE CORRECT ANSWER
TCP Port 443
A user is browsing the internet and wants to conceal their source IP address. What type of network connection allows users to do this?
YOU WERE SURE AND CORRECT
Virtual private network (VPN)
