A+1102 4.0 Operational Procedures Flashcards
Organizing support teams into tiers, such as Tier 1, Tier 2, Tier 3, is an example of?
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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?
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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?
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RFID Tag
What phase of a procurement life cycle implements a procedure for installing an asset in a secure configuration?
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Deployment
Technicians can classify tickets into priority order, such as critical, major, or minor incidents. What is this an example of?
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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?
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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?
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Escalation levels
What part of the ticketing system does a support agent use to group related tickets?
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Categories
What phase of the procurement life cycle includes the documentation of an asset, such as warranty and licensing details?
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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?
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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?
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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?
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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?
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Date and time of the change
When reviewing a change request, where would a manager find the benefits a change will accrue?
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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?
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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?
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End-user acceptance
What process involves testing a change in a computing environment designed to replicate the production environment but isolated from it?
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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?
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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?
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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?
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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?
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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?
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User-acceptance testing (UAT)
When reviewing a change request, where would a manager find the benefits a change will accrue?
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Purpose
When a change request is submitted, it must receive approval before action. Who is the approval authority for minor changes?
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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?
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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?
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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?
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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?
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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?
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Off-site
What type of backup has a moderate backup time and only includes new files and files modified since the last backup job?
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Differential
Which type of backup assembles data from other backup jobs?
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Synthetic
Which type of backup has a low backup time but a high recovery complexity?
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Incremental
What type of backup occurs daily using the Grandfather-Father-Son (GFS) scheme?
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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?
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Backup frequency
Which of the following is a best practice lifting technique when lifting an object?
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Keep the back straight.
Whose responsibility is it to use equipment in the workplace in accordance with the guidelines given to them?
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Employee
Which of the following would a technician use to protect static-sensitive components during storage or travel?
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Antistatic bags
What must be disconnected first whenever a technician adds or replaces components within a PC or laptop?
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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?
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Electrostatic discharge (ESD) straps
What is the recommended type of fire extinguisher to use on an electrical fire?
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Carbon dioxide
Which of the following is used as a safe place to organize sensitive components to prevent against electrical shock and damage?
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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?
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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?
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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?
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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?
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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?
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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?
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Surge suppressor