Operational Procedures

Question 1

You work for a medium-sized company. You would like to provide secure, remote access between the company’s three Internet-connected sites and their Windows client, servers, and domain controllers. Which option would provide adequate security and cost the least overall?

A) Purchase WAN links between each pair of sites, and run a commercial VPN over IPSec.

B) Use a freeware VNC to run TeamViewer over the Internet.

C) Create a VPN, and run RDP over the VPN.

D) Use IPSec to secure RDP over the Internet with connection security rules and associations.

Answer 1

You should use Internet Protocol Security (IPSec) to secure Remote Desktop Protocol (RDP) over the Internet with connection security rules and associations because it uses only Microsoft-supplied protocols and services. This is the only option that provides an additional layer of encryption and security beyond what is included in RDP or Windows Remote Desktop Connections. The connection security rules and associations work with IPSec to establish how to broker a legitimate RDP connection and to manage proofs of identity and authentication between communicating parties.

Question 2

A user has contacted you requesting help with an operating system configuration issue. From your computer, you configure an Offer Remote Assistance invitation. What is a valid reason for not being able to create a Remote Assistance connection to the user’s computer?

A) Your user account is not a member of the Power Users group on the user’s computer.

B) Your user account is not a member of the Administrators group on your computer.

C) Your user account is not a member of the Power Users group on your computer.

D) Your user account is not a member of the Administrators group on the user’s computer.

Answer 2

To be able to establish a Remote Assistance session, your user account must be a member of the Administrators group on the user’s computer or be configured as a member of the Remote Assistance Helpers group in Group Policy.

Question 3

Which factors would generate and promote the transmission of electrostatic discharge (ESD) to devices? (Choose all that apply.)

A) moving people
B) humidity below 40%
C) improper grounding
D) humidity above 40%
E) moving machines

Answer 3

The factors that generate and promote the transmission of ESD are moving machines, moving people, improper grounding, and humidity below 40 percent.

Question 4

You are an IT technician for a company. You are required to implement Cat5 cabling for your company’s network. The cable will run to each user workstation along the floor. What should you do to secure the cable?

A) Implement a wireless network.
B) Install cables using a protective channel.
C) Use duct tape to secure the cable.
D) Install Cat6 cable instead of Cat5 cable.

Answer 4

You should install cables using protective channels because this will secure the cable from direct physical damage. Cables lying on a floor are vulnerable to damage by user movement. Therefore, you should implement a cable to user workstation using a protective channel.

You should not implement a wireless network because this is an expensive solution in comparison to implementing protective channels around a Cat5 cable.

Question 5

While servicing a computer at a customer location, you notice a memo regarding an upcoming secret merger that will affect the customer’s publicly traded stock. What should you do?

A) Make a copy of the memo, and sell the memo to the press.

B) Keep the information confidential.

C) Tell your friends about the upcoming merger.

D) Contact your stockbroker and purchase the company’s stock.

Answer 5

An IT technician should never divulge a customer’s confidential data that is learned while servicing a computer at the customer location. Any confidential information that is discovered should be kept confidential.

Question 6

You are a desktop administrator for Nutex Corporation. A user in the human resources department is unable to open the browser on their computer. You go to the customer’s desk to troubleshoot the problem. While you are there, you notice confidential documents regarding an employee’s recent disciplinary action sitting next to the keyboard.

What should you do?

A) Read the information on the document, and inform your co-workers of its contents.

B) Turn the documents over.

C) Read the information on the document, but keep the information confidential.

D) Store the papers in a drawer.

Answer 6

You should turn the documents over. This will keep the documents in the same place as the customer left them, but will prevent you from reading the confidential contents. This shows respect to the customer’s property while ensuring confidentiality.

Question 7

You detect the humidity of your server room fluctuating towards the lower side.

What could be the possible effect of low humidity in server room?

A) power fluctuations
B) corrosion
C) electric shock
D) static electricity

Answer 7

Low humidity in the server room can cause static electricity. Static electricity is mainly caused in dry conditions when two dissimilar objects come in contact with each other. This electricity travels through the body and a spark is produced on the fingertips when the person touches something. Static electricity can cause severe damage to electronic computer components, such as the motherboard, hard disk, and random access memory. Therefore, the humidity level in the server room should not be low. Organizations can install a humidifier to maintain the correct level of humidity in the room. Technicians working with internal computer components can also wear anti-static wristbands to prevent damage from static electricity.

Question 8

All of your telephone support technicians are trained in proper telephone etiquette, but you notice that sometimes you overhear some of them not following all of the techniques suggested. In your weekly team meeting, what can you recommend that they NOT do when dealing with an aggressive customer?

A) Paraphrase what the customer said.

B) Ask for clarification.

C) Ask what would make the situation better.

D) Match the customer’s tone of voice.

Answer 8

They should NOT match the customer’s tone of voice when dealing with an aggressive customer. This would only escalate the situation. You should lower your tone of voice because this tends to help calm the aggressive person.

Question 9

While servicing some computer equipment, you overhear a conversation about company-wide pay raises. What should you do?

A) Tell your co-workers about the pay raise.

B) Tell your supervisor about the pay raise.

C) Keep the information confidential.

D) Send an anonymous e-mail to all company employees about the pay raise.

Answer 9

Professional behavior and ethics dictates that any confidential information you overhear should be kept confidential. You should never inform anyone, even someone affected by the information, of the details of the confidential information.

Question 10

You need to configure your Windows 10 computer so that it automatically connects to the Research share on a server named Srv1 each time your computer boots. You want this to be configured as the R drive.

You click Start and Computer. You select the Map Network Drive option. The Map Network Drive dialog box is displayed. What should you do?

A) In the Drive field, select R. In the Folder field, enter \Research\Srv1. Select the Reconnect at Logon option. Click Finish.

B) In the Drive field, select R. In the Folder field, enter \Research\Srv1. Clear the Reconnect at Logon option. Click Finish.

C) In the Drive field, select R. In the Folder field, enter \Srv1\Research. Clear the Reconnect at Logon option. Click Finish.

D) In the Drive field, select R. In the Folder field, enter \Srv1\Research. Select the Reconnect at Logon option. Click Finish.

Answer 10

You should select R in the Drive field, enter \Srv1\Research in the Folder field, select the Reconnect at Logon option, and click Finish.

Question 11

When explaining new equipment features to a non-technical customer, all of the following are acceptable practices, EXCEPT:

A) Use the correct acronyms with the customer.
B) Avoid interrupting the customer.
C) Sit beside the customer.
D) Make direct statements to the customer.

Answer 11

When communicating with a customer, you should NOT use acronyms or technical jargon. Customers may not understand these terms and will be frustrated because you used them. You should also avoid using technical jargon or slang.

Question 12

You are the desktop technician for your company. Your company has a strict security policy in place. While troubleshooting the computer issue, you discover that a user has given her password to two co-workers in her department at the request of her supervisor. This is in direct violation of the company’s security policy.

What should you do?

A) Tell the user to change her password and to keep it a secret.

B) Explain the company security policy to the supervisor.

C) Explain the company security policy to the user.

D) Inform your supervisor of the department’s violation of the security policy.

Answer 12

You should inform your supervisor of the department’s violation of the security policy. It is always best practice to inform your supervisor of any security issues and let your supervisor address the situation.

Question 13

You are a technician working at a client’s residence, and you leave some wires uncovered. A child comes in contact with the uncovered wires and is electrocuted. You rush to help the child.

What should you do FIRST?

A) Give cardiopulmonary resuscitation to the child.

B) Take the child to a doctor.

C) Pull the child away from the wires.

D)Turn off the power supply.

Answer 13

In this scenario, you should first turn off the power supply. Turning off the power supply will ensure that no further damage is caused to the child because of the flow of electricity.

You should not pull the child away from the wires first because this action might also bring you in contact with electricity. To avoid this, you should first turn off the power supply and then pull the child away from the wires.

You should not give cardiopulmonary resuscitation (CPR) to the child first. CPR should be administered to the child only after the child’s contact with electricity has been removed and you have determined they are not breathing. This ensures that the person administering CPR to the child does not come in contact with electricity and even the child is saved from any further caused due to electricity.

Before taking the child to a doctor, you should first pull the child away from wires. After you have pulled the child away from the wires, you must administer CPR to the child if they are not breathing, because an electric shock can cause a heart arrest causing death. After administering CPR, the child should be taken to the doctor for further medical treatment.

Question 14

You know the IP address of a computer that is downloading copyrighted material. Which of the following would help you identify the location of that computer?

A) Knowledge base/articles
B) Password policy
C) Network topology diagrams
D) Acceptable use policy

Answer 14

If you know the IP address of the computer, the network topology diagram should assist with determining the physical location. The network topology diagram would document the physical location of nodes on the network. It could also detail IP addresses, VLANs, and subnets.

Question 15

You arrive at a customer’s home to fix a computer. The computer is located in the bedroom of the customer’s 8-year-old daughter. While attempting to fix the problem, the child repeatedly interrupts you and asks questions.

What should you do?

A) Tell the child to leave you alone while you are working.

B) Ask the parent to take the child into another room while you are working.

C) Move the computer into another room where the parent is located.

D) Take the computer back to your office to complete the repair.

Answer 15

If a child or pet is causing distractions while you are working, you should never take it upon yourself to remove the distraction. You should always ask the parent to take the child into another room.

Question 16

A user informs you that he cannot complete a task for his supervisor without an administrative password. The user will only have to complete this task once.

What should you do to achieve the objective using the least administrative effort?

A) Create a temporary administrative account for the user. Delete the account after the task is complete.

B) Tell the user to ask his supervisor for the supervisor’s account information.

C) Change the user’s account to an administrative level account. Return the account to its original state after the task is complete.

D) Enter the administrative credentials yourself at the user’s computer.

Answer 16

You should walk down to the user’s desktop and specify the administrative credentials yourself that are required for completing the task. Once the task is complete, you should then log out.

Question 17

You have been assigned a troubleshooting job for a user in the human resources department. When you arrive, you notice that a spreadsheet that contains confidential employee information is open on the user’s computer. What should you do?

A) Close the spreadsheet.
B) Minimize the spreadsheet.
C) Leave the spreadsheet alone as long as the user is present.
D) Ask the user to close the spreadsheet.

Answer 17

You should ask the user to close the spreadsheet. Professional behavior dictates that you should respect the user and the user’s property. You should ask the customer to close all confidential computer documents and put away all confidential printed documents to ensure that you do not inadvertently obtain any confidential information. Asking the user to perform the function ensures that the customer is not offended by your actions and that you do not accidentally cause data loss.

Question 18

It has been requested that your team make a significant change to the organization’s network infrastructure. Which type of documentation contained in the change plan would allow you to recover if you see that things are not going as hoped?

A)Backout or rollback plan
B)Documented business processes
C)End-user acceptance
D)Purpose of the change

Answer 18

Before implementing the change, you should look for a backout or rollback plan that would allow you to recover should something go awry. When you see that the implementation is not going as planned, the backout plan will allow you return the systems to an operational state. Rollback plans should be thoroughly documented to ensure that when it is necessary to roll back, you are reverting to the proper point. When implementing any change, you should document the date and time when the change was approved and implemented. This enables IT teams to identify when changes were last made to a device or application if a change has begun causing problems so they can roll back the change to the appropriate backup timestamp.

Question 19

You work in a part of the country where thunderstorms and lightning are frequent and severe. A key computer was severely damaged by a nearby lightning strike, frying the motherboard and damaging the hard drive. For the future, what might you include in your update to the disaster prevention manual?

A) Account recovery options
B) UPS
C) Critical application
D) Surge suppression

Answer 19

A surge suppressor protects against lightning strikes, voltage spikes, and surges from when the power comes back on after an outage. A multi-outlet power strip may or may not have a surge suppressor built into it, so exercise caution when choosing a power strip.

Question 20

Cathy is opening the case of a computer to add some memory and perform some additional maintenance. She wants to ensure that a static charge is not built up in her body. How can she proceed safely?

A) She should connect her grounding strap to the system board.
B) She should connect her grounding strap to a line voltage source.
C) She should unplug the computer.
D) She should use an ESD strap.

Answer 20

Cathy should wear an electrostatic discharge (ESD) strap to prevent damage to computer components from static charges built up in her body.

Unplugging a computer will not prevent static charges from building up in her body. However, to protect the computer from ESD, you should unplug the computer before performing any maintenance.

The buildup of static electricity on a person wearing synthetic fabric can easily reach 21,000 volts. Whereas a buildup of approximately 750 volts of static electricity is necessary to produce a visible spark, a buildup of only 10 volts can cause damage to computer components. Therefore, ESD can damage components at energy levels too low to be perceptible by human senses. Even if static discharges do not destroy a computer chip, they may decrease the life of the chip.

Question 21

You want to prevent your computer from any type of electrostatic discharge (ESD) while servicing the computer. Which actions should you NOT perform while servicing the computer? (Choose two.)

A) Keep your one hand in contact with bare metal frame of computer at all times.

B) Ensure that the room in which computer is serviced is cool and dry.

C) Wear cotton clothes.

D) Ensure that the room in which computer is serviced is carpeted.

E) Wear an anti-static wristband.

Answer 21

To prevent ESD, you would NOT ensure that the room in which computer is serviced is carpeted or that the room is cool and dry. Carpets are known to be conductors of ESD and should never be placed in computer rooms. Cool and dry conditions are prone to generating static electricity. To prevent ESD, humidity in the server room should be maintained between 40 and 60%. Below 40% allows the generation of static electricity, and above 60% may allow the development of condensation on equipment.

Question 22

Metroil, Inc. uses custom software to monitor industrial equipment used in its manufacturing facilities nationwide. As the Azure administrator, you have been asked to add this software to multiple Windows Server virtual machines. The software requires several Windows Server features to be installed as well as a few registry modifications.

You have decided that you can streamline this process by using PowerShell’s Desired State Configuration (DSC) capabilities. You have created the DSC configuration script on-premises in PowerShell ISE, and are ready to test it on the Azure VM named Monitor1.

You need to complete the appropriate steps for this task. You plan to perform three steps:

1. (MISSING)
2. Run the Publish-AzureVMDscConfiguration cmdlet with parameter values.
3. Apply the DSC to the Monitor1 VM using the Set-AzureVMDscConfiguration cmdlet.
   Which action should you perform for the first step that is marked with the MISSING graphic?

A) Save the script with a .py extension.
B) Save the script with a .js extension.
C) Save the script with a .ps1 extension.
D) Save the script with a .sh extension.

Answer 22

You will save the script with a .ps1 extension. A .ps1 file is a text that contains a series of PowerShell commands that can be run from the PowerShell prompt. In this scenario, you are creating a PowerShell script that will use several PowerShell commands to create the Desired State Configuration (DSC) that will optimize the configuration of virtual machines.

Question 23

You work in a multinational organization. Your colleagues in Germany ask how you are doing with meeting the requirements of GDPR. To what do they refer?

A) Password policy
B) Regulatory and compliance policies
C) Knowledge base/articles
D) Incident documentation

Answer 23

They are referring to regulatory and compliance policies. Any company doing business in the European Union, or that handles the personal data of EU citizens in any location, must comply with the General Data Protection Regulation (GDPR). A strong regulatory and compliance policy should ensure that the organization’s policies and procedures are consistent with local, national, and international regulations.

Question 24

You remove the toner cartridge from a laser printer. What should you do with it?

A) Deposit it in a municipal trash bin.
B) Refill it with general-purpose toner.
C) Return it to the manufacturer for recycling.
D) Send it to a standard plastic recycling center.

Answer 24

You should return the empty toner cartridge to the manufacturer for recycling. Laser printers use toner cartridges that can usually be refurbished and refilled by the manufacturer. The toner in a particular brand or model of cartridge has a specific formulation, and using a cartridge with the wrong toner may ruin your printer.

Toner cartridges, circuit boards, batteries, and other computer components typically include recommendations from the manufacturers regarding any special requirements they may have for recycling or disposal.

Question 25

You are an on-site technician and are at a customer site to perform server room maintenance. You notice that water has entered the server room from a leaking water pipe. You call building maintenance to alert them to the problem. You then inform the network administrator that water in the server room may void the server warranty. You then wear rubber-soled shoes to perform the maintenance work.

What could be the reason for wearing rubber-soled shoes?

A) Wearing rubber-soled shoes allows static charge to pass from the ground through your body.

B) Wearing rubber-soled shoes completes the circuit between the electric wire and ground.

C) Wearing rubber-soled shoes does not allow electric current to pass from the ground through your body.

D) Wearing rubber-soled shoes does not allow static charge to pass from the ground through your body.

Answer 25

Rubber-soled shoes are worn for maintenance of server rooms because rubber-soled shoes will not allow electric current to pass from the ground through your body. When working with electrical appliances, you should be careful not to allow electric current to pass from the ground through your body. Rubber is a non-conductor, or insulator, of electricity and does not allow electricity to pass through the body. If there is water in the server room, you must wear rubber-soled shoes to avoid any contact with water or Electricity.

In this scenario, rubber-soled shoes are worn to protect you against electric current, and not as a protection against static charge.

Question 26

You have been hired as an IT technician to repair computers and other devices for a large corporation. Which device is most likely to contain internal components that can cause burns?

A) laptop computer
B) laser printer
C) inkjet printer
D) desktop computer

Answer 26

The most likely device to contain internal components that can cause burns is a laser printer. The printer fuser is usually very hot for a long period of time, even after you turn the printer off.

Question 27

You are a help desk technician for your company. Several hours into the day, you receive your first technical call from a customer. Your radio is on, and you are in the process of eating your lunch. What should you do?

A) Continue what you are doing while talking to the customer.
B) Turn off your radio, stop eating, and listen to your customer.
C) Get the customer’s contact information, and call them back later.
D) Transfer the customer to a co-worker.

Answer 27

To engage in the active listening process, you should remove all distractions. Because the radio is a distraction, you should turn off the radio. You should also stop eating. Participating in a conversation and assuring the speaker that they are being heard is active listening.

Question 28

You use two different backup and recovery options. For full backups, you use cloud storage, and for incremental backups you use local storage. Which type of backup is an incremental backup of the data source?

A) File-level backup
B) Synthetic backup
C) Critical applications backup
D) Image-level backup
E) Account recovery

Answer 28

An incremental backup is a file-level backup. Differential backups are file-level backups as well. Both methods back up any files changed since the last full backup; those files are indicated by a flagged archive bit. Incremental backups typically back up the files changed since the last full or incremental backup, whereas differential backups back up all files changed since the previous full backup.

Question 29

All of the following are examples of pirated software, EXCEPT:

A) installing OEM software from the same installation CD on multiple computers

B) installing software from the same installation CD on multiple computers

C) installing an application using an installation CD with the application name written on it

D) installing software from the same installation CD using multiple licenses

Answer 29

Installing software from the same installation CD using multiple licenses is legal. This is NOT an example of pirated software. As long as a company has purchased multiple licenses for software, it does not matter the installation medium used as long as the company does not go over the amount of licenses purchased.

All of the other options are examples of pirated software. Installing software from the same installation CD on multiple computers is illegal UNLESS multiple licenses have been purchased from the software vendor. OEM software is packaged to sell with certain hardware. Selling and purchasing OEM software for installation is illegal. Installing an application using an installation CD with the application name written on it is illegal UNLESS the copy is an archived copy that was made when the software was purchased. Archived copies are created and retained in the event that the original installation media is lost or damaged, thus making installation from the original media impossible.

Licensing, digital rights management (DRM), and end-user licensing agreements (EULAs) must be fully understood by all technicians. Users should also understand the implications of installing pirated software. Open source software has different licensing than commercial software, and the differences should be clearly spelled out. Users must also be educated on personal versus enterprise licenses.

Question 30

You have been an IT technician at the same company for several years. Over the years, the company has continued to grow, hiring new workers annually, and increasing the workload of the IT support team. Your manager has decided to implement a ticketing system to manage the large number of IT support requests, and has tasked you with implementing this system. Which of the following would be important elements needed within a ticketing system? (Choose three).

A) Ticket severity levels
B )Warranty and licensing information
C) Network topology information
D) Ticket categorization
E) User and device information

Answer 30

A ticketing system would need to support ticket severity levels, user and device information, and ticket categorization. Ticket severity levels help prioritize which tickets need to be addressed first. These severity levels should reflect the business impact of the reported issue. Urgent tickets would require immediate attention, as they can cause a complete loss of service or a loss of a significant feature, whereas a normal level ticket would only cause a minor loss and would be seen more as an inconvenience.

A ticketing system should support user and device information so the IT support team can understand who is filling the ticket, what their role is within the company, which device is experiencing issues, and what that device’s specifications are. This information is critical for IT teams to be able to respond quickly and more effectively.

Ticket categorization is also important when helping to organize and manage a large volume of tickets. With ticket categories, the IT team can coordinate, understand issues, and respond more effectively. Common categorizations would be servers, change requests, desktop software, desktop hardware, networking, and website. Categories can also be made for an organization’s various departments such as sales, human resources, product development, and operations. Categories can be designed differently for each organization for their individual needs.

Question 31

Mary has inherited a bunch of older laptops that need their batteries replaced. Which statements are true regarding proper disposal of unusable and old Ni-cad batteries that she should utilize?

A )Unusable Ni-cad batteries should be thrown in a water body.

B) Unusable Ni-cad batteries can be thrown in the garbage.

C) Unusable alkaline batteries should be handed over to the supplier.

D) Unusable alkaline batteries should not be thrown in the garbage.

E) Unusable Ni-cad batteries should be given to a hazardous waste disposal facility.

Answer 31

Old and unusable Ni-cad batteries should be given to a hazardous waste disposal facility. Old and unusable Ni-cad batteries are considered hazardous waste. Therefore, care must be taken while disposing these batteries. These batteries should either be given to the waste disposal facility or be handed over to the supplier. Both a waste disposal facility and the supplier will ensure that these batteries are properly recycled.

The options stating that unusable Ni-cad batteries can be thrown in garbage or a water body are incorrect. Unusable Ni-cad batteries are considered hazardous waste, and, therefore, should not be disposed either in garbage or water body. Utmost care should be taken while disposing the unusable and old Ni-cad batteries.

Question 32

A customer has contacted you and is angry about your company’s service. During the call, you discover that another technician responded initially to the customer’s issue.

What should you do first?

A) Stay calm.
B) Ask for clarification.
C) Transfer the customer to the technician who initially handled the issue.
D) Ask the customer what would make the situation better.

Answer 32

The first thing you should always do when dealing with an angry customer is to remain calm. It is important that customers feel that someone understands their problem. The only way you can convey this feeling is to remain calm. Remembering not to take the situation personally is the next important point.

While asking for clarification is an important step, it is not the first step you should take. You should only complete this step once you have listened to the customer’s entire complaint. Hearing out the initial complaint is important to helping to diffuse the customer’s anger.

You should ask the customer what would make the situation better but only after listening to the customer’s initial complaint and analyzing the issue. In most cases, the customer has not stopped to think about how to improve the situation. Asking the customer for suggestions can begin the problem-solving process.

You should never transfer the customer to the technician who initially handled the issue. This can increase the frustration level for the customer. You should attempt to handle the situation if at all possible. If that is not possible, the customer should be transferred to a supervisor.

Question 33

You are an on-site technician at a customer’s residence to fix a new motherboard. You find that the carpet of the computer room has become damp due to moisture.

Which precaution should you take?

A) Wear rubber-soled shoes.

B) Wear an anti-static wrist strap.

C) Place the computer and all the hardware components on an anti-static bag.

D) Ask the customer to remove the damp carpet.

E) Use rubber-handled needle nose pliers for all maintenance tasks.

Answer 33

In this scenario, because the carpet has become damp with moisture, you should wear rubber-soled shoes while fixing the motherboard. The combination of water and electricity can be lethal and care should be taken to ensure that you have no contact with either component. Rubber is a non-conductor, or insulator, of electricity, and it will not allow electric current to pass from the damp ground through your body. If you find large amounts of water in the computer room, you should warn the customer that presence of water near the components may invalidate the server warranty.

Question 34

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You need to configure a simple metric alert in Azure using a file to trigger an alert when CPU usage of a VM in the Azure cloud is greater than 90. The alert should serve as a warning.

You create the following script to complete the task:

{
“$schema”: “https://schema.management.azure.com/schemas/2015-01-01/ (????)

"contentVersion": "1.0.0.0",
"parameters": {
    "alertName": {
        "value": "CPU alert for servers"
    },
    "alertDescription": {
        "value": "New metric alert created via template"
    },
    "alertSeverity": {
        "value":2
    },
    "isEnabled": {
        "value": true
    },
    "resourceId": {
        "value": "/subscriptions/replace-with-subscription-id/resourceGroups/replace-with-resourceGroup-name/providers/Microsoft.Compute/virtualMachines/replace-with-resource-name"
    },
    "metricName": {
        "value": "Percentage CPU"        },
    "operator": {
      "value": "GreaterThan"
    },
    "threshold": {
        "value": "90"        },
    "timeAggregation": {
        "value": "Average"
    },
    "actionGroupId": {
        "value": "/subscriptions/replace-with-subscription-id/resourceGroups/resource-group-name/providers/Microsoft.Insights/actionGroups/replace-with-action-group"
    }
} }

What is the name of the script that is used to configure the task and is marked in the script text with the MISSING graphic?

Answer 34

The name of the script that is used to configure the task is deploymentParameters.json. Azure configuration files use the JSON file format. For example, when creating a custom build or release task with an extension, your extension includes a task.json file for each build or release task, which describes the build or release task. The build system uses it to render configuration options to the user and to know which scripts to execute at build time.

Question 35

Michael is learning about hard drives and how they should be properly installed. Which factor do you tell him is MOST likely to harm the data on SATA hard drives and backup tapes?

A) ESD
B) EMI
C) RFI
D) magnets

Answer 35

Magnets can harm IDE hard drives, backup tapes, and floppy disks. These three drives are all magnetic media and can be harmed by any magnetic field.

Radio frequency interference (RFI) can interfere with wireless networks. Electrostatic discharge (ESD) can harm hard drives and circuit boards, but will not affect backup tapes or floppy disks. Electromagnetic interference (EMI) can cause problems over a network.

Degaussing is a method of erasing the data on magnetic media. In most cases, you are encouraged to reformat a hard drive several times before reusing the drive to ensure that the old data is removed. However, the only sure way to ensure that data cannot be retrieved is to physically destroy the media.

Question 36

A large conference room in your office is being repurposed as a server room. Doug, the administrator, has been asked to make suggestions on improving the safety of the room. Which detection systems should he recommend? (Choose all that apply.)

A) temperature detection system
B) light detection system
C) smoke detection system
D) water detection system

Answer 36

The following detection systems should be installed in the server room to improve the safety of the room and the integrity of the equipment by detecting any evidence of fire, water, or moisture:

temperature detection system
water detection system
smoke detection system

Question 37

You plan to replace some components within a computer. As a recommended practice, what should be the first step towards disassembling a computer?

A) The memory modules should be removed from the motherboard.
B) The power supply should be disconnected from the motherboard.
C) The power cord of the system case should be disconnected.
D) The processor should be removed from the motherboard.

Answer 37

As a recommended practice, you should disconnect the power cord from the power supply unit socket in the system case before disassembling a computer. Even in the shutdown state, the power supply unit will be powered on if the power cord is connected to the live socket on the wall. You should also ensure that you follow proper ESD precautions.

Question 38

You are training new users about software licensing, DRM, and EULA. Which of the following licensing models allow you to modify an application’s code, creating a customized version of the software?

A) Commercial license
B) Enterprise license
C) Open-source license
D) Personal license

Answer 38

An open-source license allows you to modify an application’s source code, creating a customized version of the software. Most open-source software is available for free, and the software publisher generates revenue through service contracts, technical support, and add-on features. Some examples of open-source operating systems are Chrome OS and Android.

Question 38

An electrical fire has started in your server room. Which type of fire extinguisher should you use?

A) Class B
B) Class A
C) Class C
D) Class D

Answer 38

You should use a Class C fire extinguisher when the fire involves electrical equipment.

A Class A fire extinguisher is best used when the fire involves ordinary combustibles, such as wood and paper.

A Class B fire extinguisher is best used when the fire involves flammable liquids, such as grease, oil, and gasoline.

A Class D fire extinguisher is best used when the fire involves flammable metals.

Question 38

here are different types of fire extinguishers on the market. Which fire extinguishing substances can be used for multiple types of fires? (Choose all that apply.)

A) CO2
B) halon
C) water
D) dry chemicals

Answer 38

Dry chemicals can be used for multiple types of fires. The chemical helps to extinguish the fire, along with a non-flammable gas propellant.

CO2 extinguishers should be used on Class B and Class C fires. It cools the burning item and the air around it. Class B fires involve flammable liquids, such as gasoline, and Class C fires involve electrical equipment.

Halon can also be used on Class B and Class C fires

Water should be used on Class A fires only, which are fires involving combustibles such as wood and paper. Water extinguishes the fire as the compressed gas propels it.

Question 39

You are at a customer’s workplace troubleshooting a computer problem. Your mobile phone rings, and you notice it is a co-worker calling. You ask the customer for permission to take the call and you go into another room.

The co-worker wants to discuss a meeting that is planned for next week. What should you do?

A) Tell the co-worker you will return the call when your service call is complete.

B) Call your supervisor to report the co-worker.

C) Discuss the meeting, and return to the customer when the call is complete.

D) Discuss the meeting while troubleshooting the computer problem.

Answer 39

You should never handle non-emergency calls while servicing a computer at a customer location. This is rude and makes it appear to the customer as if his problem is not important. You should tell the co-worker you will call him when your service call is complete.

Question 40

You need to configure your Windows 10 computer so that it automatically connects to the Development share on a server named FileSrv each time it boots. You want this share to be configured as the N drive.

You click Start and Computer. You select the Map Network Drive option. The Map Network Drive dialog box is displayed. What should you do?

A) In the Drive field, select N. In the Folder field, enter \FileSrv\Development. Select the Reconnect at Logon option. Click Finish.

B) In the Drive field, select N. In the Folder field, enter \FileSrv\Development. Clear the Reconnect at Logon option. Click Finish.

C) In the Drive field, select N. In the Folder field, enter \Development\FileSrv. Clear the Reconnect at Logon option. Click Finish.

D) In the Drive field, select N. In the Folder field, enter \Development\FileSrv. Select the Reconnect at Logon option. Click Finish.

Answer 40

You should select N in the Drive field, enter \FileSrv\Development in the Folder field, select the Reconnect at Logon option, and click Finish.

Question 41

A customer calls with a desktop computer issue. After actively listening to the customer, you have several questions you need answered. What is the purpose of asking pertinent questions AFTER using active listening during a customer call?

A) to develop trust
B) to develop dialogue
C) to show interest
D) to develop understanding

Answer 41

The purpose of asking pertinent questions during the active listening process is to develop understanding. Pertinent questions should help you to further understand the customer’s issue. You should ask them to help you make the correct decision.

Question 42

You have several cathode ray tube (CRT) monitors that no longer function. You need to dispose of them. What should you do?

A) Throw them in the trash.
B) Donate them to your favorite charity.
C) Send them to an electronics recycler.
D) Dissemble them, and throw the non-reusable parts in the trash.

Answer 42

You should send non-functioning CRT monitors to an electronics recycler. Old CRT monitors contain lead and phosphorous and must be disposed of properly.

You should never throw them in the trash because they contain harmful chemicals.

You should never dissemble a CRT monitor unless you are certified to do so. CRT monitors contain harmful chemicals that must be handled with extreme care.

Donating the CRT monitors to your favorite charity is incorrect because they are no longer functioning.

Question 43

While servicing a printer issue, a user asks you to install a new software application. The application is not listed on the company’s approved software list. In addition, the installation media is a compact disc with the application’s name hand-written on it.

What should you do?

A) Contact your supervisor.
B) Contact the user’s supervisor.
C) Instruct the user that he must obtain installation approval.
D) Instruct the user that he must obtain installation approval and a licensed copy of the software.

Answer 43

In this scenario, the user wants you to install unapproved software that appears to be pirated. The only way you can install this software is for the user to obtain installation approval and a licensed copy of the software.

Question 44

A customer calls you to report a video problem with her computer. The customer starts to explain the symptoms of the problem. What should you do first?

A) Allow her to finish her explanation, and record the information you feel is relevant to the issue.

B) Interrupt her, and obtain only the relevant information.

C) Interrupt her, and obtain only the basic information.

D) Allow her to finish her explanation, and record all the details she gives you.

Answer 44

You should initially allow the customer to complete her explanation and record all the details she gives you, even if you do not judge them immediately relevant. This will ensure that you have a complete understanding of the problem and its cause. It could also prevent you from asking a question that requires the customer to repeat information. If a customer has to repeat information, they will likely get frustrated because you did not listen the first time.

Question 45

A customer has contacted you and expressed anger about the service provided by your company. During the call, you discover that another technician responded to the customer’s original issue. In spite of the customer’s tone, you remain calm.

What should you do next?

A) Ask the customer what would make the situation better.
B) Listen to the entire complaint.
C) Ask for clarification.
D) Transfer the customer to a supervisor.

Answer 45

Besides remaining calm, you should always listen to the customer’s entire complaint. Avoid interrupting because this will cause further frustration to the customer. When dealing with an angry customer, it is vital to remain calm. It is important that the customer feel that someone understands the problem. The only way you can convey this feeling is to remain calm. Remembering not to take the situation personally is also important.

Question 46

You are an IT technician. You notice several offensive files on a user’s computer while performing routine maintenance. Your company does not have an Acceptable Use policy. What should you do?

A) Inform the user that the files must be removed.
B) Contact your supervisor.
C) Remove the offensive files.
D) Contact the user’s supervisor.

Answer 46

Because your company does not have an Acceptable Use policy, you should contact your supervisor and inform them of the offensive material. They will decide the appropriate action to take.

Question 47

You work within a large organization that has recently made the decision to move a large portion of its staff to working remotely. Management is adamant that staff need to be able to connect remotely so productivity does not suffer, while at the same time not compromising security. The have asked you and the IT team to develop a solution to this problem and have given you a large budget to do so. Which remote access option would enable the company’s staff to work remotely while ensuring security is not compromised?

A) Hire a third-party organization that specializes in video conferencing software.

B) Implement RMM software.

C) Implement a business VPN.

D) Use MSRA that has been encrypted with SSH.

Answer 47

A business virtual private network (VPN) is a highly scalable service that provides a secure tunnel between an organization’s resources and the employee that is attempting to access them. VPNs can be configured to require user authentication ensuring that no unauthorized parties are able to connect into the network. Additionally, since VPNs can be encrypted, the communication tunnel can be secured to prevent any unauthorized parties from having unwanted visibility over network traffic.

Question 48

You have recently diagnosed a video problem with a customer’s computer. You suspect that the video card or monitor has failed. An IT technician is being dispatched. Which rule should NOT be followed for the site visit?

A) Ask the customer to clean up the repair site.
B) Take the appropriate parts and tools.
C) Ask the customer to demonstrate the problem.
D) Explain any repairs made.

Answer 48

You should never ask the customer to clean up the repair site. Once the repair is complete, it is important that you clean up after yourself.

Question 49

Wendy has decided to implement an uninterruptible power supply for several servers. Which functions can it provide her? (Choose all that apply.)

A) a warning when the power source fails
B) short-term battery backup
C) data backup
D) surge protection

Answer 49

A computer’s UPS is designed to provide short-term backup power to a computer when its normal power source becomes unavailable. A UPS also protects the computer from surges in the amplitude of its power source signal that occur normally during daily operation. Furthermore, a UPS can send a signal through a computer’s serial port to indicate that power levels are below acceptable levels.

Although some UPSs can initiate a normal shutdown by triggering special software that runs on host computers, a UPS does not perform data backups. However, when a UPS communicates to the computer that power has failed, the computer can initiate a backup as part of the shutdown routine. The backup will probably be successful as long as the UPS can supply power for the duration of that task.

If a UPS emits a high-pitched sound, it indicates that the UPS is unplugged or no power is available to the UPS.

Question 50

A major system change is needed, and you are preparing a document for the change board. What is the change board’s ultimate responsibility?

A) Approve or reject the change.
B) Identify the scope the change.
C) Define the purpose of the change.
D) Document the change.

Answer 50

The change board’s ultimate responsibility is the approval (or rejection) of proposed changes. The change board should include key stakeholders, such as upper management. If the change is a customer-facing change, you should also include a customer representative.

The change board is not responsible for identifying the scope of the change. The scope should already be defined in the change request by the person requesting the change. The scope defines, among other things, the areas that will be addressed by the change, who will be responsible for implementing the change, what resources are needed, and a method to verify that the change has been completed, successfully or unsuccessfully.

The purpose of the change should be included in the change request. The purpose of the change statement could include why the change is needed, who is requesting it, what issue it addresses, what the implications would be if the change is not made, and the intended result.

The change should be documented by the person requesting the change or the change manager, depending on the processes set up by the organization.

Question 51

Which managerial control should be your first line of network security defense?

A) Knowledge base/articles
B) Password policy
C) Incident documentation
D) Network topology diagrams

Answer 51

A password policy should be your managerial control that is a first line of network defense. When your users fail to comply with password policies, other methods to protect the network are escalations. A strong password policy should include change frequency, complexity /length requirements, and password history/reuse limitations. As an example, it is now recognized that a longer password is more effective than a shorter, more complex, password. An easy way to build a long password is to create a passphrase of several unrelated words, such as ElephantSkyscraperAtmosphereContinental.

If you know the IP address, the network topology diagram should assist with determining the physical location. The network topology diagram would document the physical location of nodes on the network. It could also detail IP addresses, VLANs, and subnets.

Building a knowledge base or collection of articles (including website links) would help you identify, for example, known torrent web sites. Other examples of information that could be stored in a knowledge base include error messages and their resolution, company policies and more. This knowledge base should be updated regularly.

Incident documentation would be written in the event of a security breach or safety violation. The documentation would identify (among other things) what happened, where it happened, the extent of the damage, containment procedures, who was involved and who was notified.

Question 52

You are assembling a personal computer. You remove the packaging material from different hardware components, such as memory chip and motherboard.

Where should you place these hardware components to prevent damage from positive and negative charges?

A) Hold them in your hands while wearing a pair of lint-free gloves.
B) Place them on a wooden table.
C) Place them in an anti-static bag.
D) Place them on a piece of newspaper.
E) Place them on a tile floor.

Answer 52

The hardware components, such as the memory chip and motherboard, should be placed in an anti-static bag once the packaging material has been removed and before attaching them in the computer case. Placing these components in an anti-static bag will prevent damage from positive and negative charges. The imbalance of positive and negative charges causes generation of static electricity.

Computer equipment, such as a processor, memory chips, and motherboard, are very sensitive to static electricity and should be handled with care to avoid any contact with static electricity. Therefore, the hardware components should be placed in an anti-static bag. Frequently manufacturers ship these components in anti-static bags.

Question 53

George, a user, has contacted you complaining that his issue has not been resolved. He has already contacted your department twice today. What should you do first?

A) Ask the customer to explain the problem in detail.
B) Apologize to the customer.
C) Put the customer on hold.
D) Transfer the customer to a supervisor.

Answer 53

First you should apologize to the customer. Even though you probably are not the person at fault, apologizing will help calm the customer down.

Question 54

You are training two new computer technicians on proper repair procedures. Which procedure should be performed off-site by a third party?

A) Resolving an IRQ conflict
B) flashing a BIOS chip
C) repairing a power supply for a cathode ray tube (CRT)
D) disabling bus mastering

Answer 54

You should not attempt to work inside a monitor case unless you have been trained specifically for that kind of work. Monitors use voltages of roughly 30,000 volts to drive CRTs and include capacitors that can store high voltages for extended periods. A charged capacitor can discharge fatal levels of energy through a technician who inadvertently makes a connection to it while troubleshooting.

Question 55

You are an on-site technician for your company and have been assigned the task of replacing a damaged motherboard in a customer’s computer. You must carry the replacement working motherboard to the customer’s residence.

Which is the BEST method to carry the motherboard to the customer’s residence?

A) Wrap the motherboard in a piece of lint-free cloth.
B) Carry the motherboard in a metal-lined wooden box.
C) Carry the motherboard in a paper bag lined with Styrofoam.
D) Carry the motherboard in an anti-static bag.

Answer 55

You should carry the motherboard in an anti-static bag to the customer’s residence. Use of an anti-static bag prevents damage caused by generation of static electricity.

Question 56

You are troubleshooting a computer issue at a customer location. Which guidelines should you follow? (Choose all that apply.)

A) Avoid using technical jargon.
B) Respect the customer’s property.
C) Skip any steps that the customer has already taken.
D) Ask clarifying questions.

Answer 56

When troubleshooting a computer issue at a customer location, you should avoid using technical jargon, ask clarifying questions, and respect the customer’s property. Asking clarifying questions is important to ensure that both you and the customer agree that you understand the problem. Respecting the customer’s property includes not making personal calls on the customer’s phone, not reading the customer’s papers, and cleaning up after you are through. Cleaning up after yourself includes removing any supplies you may have used, discarding any trash you may have created, and cleaning the computer and monitor if you caused any soiling.

You should NEVER skip any steps that the customer has already taken. Even if the customer has already performed some of the necessary steps, you need to go through the steps in an orderly manner. Often the order of the steps determines if they are successful or not.

Question 57

Before you go to the change board, you need to discuss the post-implementation impact on the workforce. The proposed change would have a significant initial impact on the technical support team. In which portion of the change request would you address this?

A) Documented business processes
B) Plan for change
C) End-user acceptance
D) Document changes

Answer 57

Documented business processes include items such as technical support procedures, customer service, and ordering procedures. In general, they contain company policies and procedures. The change request should thoroughly address the effect on documented business processes already in place.

End-user acceptance is often critical to the successful implementation of the change. Open communication regarding how the change will impact their work life, the necessity of the change, and training will all go a long way towards ensuring end-user acceptance.

The plan for change should not only address the known issues within the scope of the plan, but also contingencies. What happens if additional personnel or resources are needed? What happens if the plan runs over budget, in terms of time or finances? What if the equipment does not perform as expected?

Question 58

A customer contacts you with a technical issue you must research. After obtaining permission, you place the customer on hold to complete the research. What is the maximum amount of time the customer should remain on hold before receiving an update?

A) 2 minutes
B) 1 minute
C) 30 seconds
D) 5 minutes

Answer 58

A customer should remain on hold for a maximum of 2 minutes before receiving an update. Always remember that time seems to pass more slowly when you are on hold. Anything beyond 2 minutes may cause customer frustration. Your update can simply be a short informative sentence telling the customer what you are doing.

Question 59

Kristen purchased a new laptop for her daughter Kate for her birthday. You have been asked to give Kate specific instructions on why she should avoid placing her new laptop on her lap without a laptop cooling pad underneath. What is the reason for this?

A) It causes the hard drive to operate at an angle.
B) It prohibits airflow through the openings on the bottom.
C) It causes repetitive stress issues for the user.
D) It causes static electricity to be transmitted to the notebook.

Answer 59

Kate should avoid placing a portable computer on her lap without a laptop cooling pad underneath because it prohibits airflow through the openings on the bottom. This causes the portable computer to overheat.

Question 60

Which statement is more effective when dealing with a customer who keeps having the same problem?

A) “You should never shut down your computer that way.”

B) “I do not know what is causing this problem.”

C) “Often this type of problem is caused when a computer is not shut down properly.”

D) “You should have shut down your computer properly.”

Answer 60

When communicating with your customers, it is important that you do not communicate ineffectively. The statement “Often this type of problem is caused when a computer is not shut down properly” is more effective than the other statements given because it is phrased neutrally and relays facts, not opinions or judgements.

Question 61

You need to update your backup and recovery policy. You have read that a company was out of business for quite some time when a tornado destroyed the neighborhood bank that held the company’s backup media. You want to re-evaluate your backup and recovery policy to address this issue. Which specific area should you re-evaluate?

A) Cloud storage vs local storage backups
B) Image-level backups
C) Backup testing
D) GFS backup rotation schedule

Answer 61

You should re-evaluate cloud storage vs local storage backups. With cloud storage of your backups, your data will remain safe in the event of a local disaster, such as a fire, flood, tornado, or even an earthquake. A disadvantage of cloud storage is that it may take longer to restore your data, because the restoration is subject to Internet and intranet bandwidth limitations.

Cloud storage is a type of offsite storage. Offsite storage keeps data backups in a remote location that typically is accessible via a network connection. Onsite backup storage keeps data backups in the company’s premises on storage devices, such as hard drives, magnetic tapes, or similar backup media. Onsite data locations provide immediate access to data if needed, do not require an internet connection, and are often less expensive to implement than offsite storage locations.

The 3-2-1 backup policy scheme includes a recommendation for offsite storage. Rule of 3: Create one primary backup and two copies of the data. Rule of 2: Save your backups on two different types of media. Rule of 1: Keep at least one backup file offsite.

Question 62

Two months after completing a service call, a customer sends you an e-mail message complaining about the work done. The customer also copies the message to your supervisor and other officers in your company.

You locate the Follow-up Report that was completed by the customer the day after the service was completed. In the report, the customer indicated he was satisfied with the work you completed.

What should you do?

A) Call the customer and tell him why you think his actions are wrong.

B)Disregard the e-mail.

C) Send a reply message and include everyone copied on the customer’s message thanking the customer for his input and asking why he indicated satisfaction in your work on the Follow-up Report after the work was completed.

D) Have a meeting with all those who received the e-mail message, explaining to them why you feel the customer is wrong.

Answer 62

In this scenario, you should send a reply message and include everyone copied on the customer’s message thanking the customer for his input and asking why he completed a satisfactory Follow-up Report after the work was completed. This is a way to reposition his feedback so that it is seen in the appropriate context. It is important not to get angry.

Question 63

As a network administrator, you have been tasked with creating and implementing scripting files that would enable your team to rapidly install new updates on the various devices within your network. The goal is to help reduce the IT team’s workload and enable your team to focus their attention on other support tickets and concerns. Your network devices primarily use the Bash scripting language. Which of the following script file types would you use to implement automated scripting?

A) .sh files
B) .py files
C) .js files
D) .ps1 files

Answer 63

You would need to write these script files using .sh files extensions. The .sh file extensions are the only file extension type listed that are compatible with the Bash scripting language.

.ps1 file extensions are used with the PowerShell language. PowerShell is used with Microsoft devices and can be used implement automation, gather data, and install updates.

.py file extensions are used with the Python language. These files can be used for scripting, web and software development, and mathematics.

.js file extensions are used with the JavaScript language. These files are often used by webpages to create dropdown boxes with interactive features.

Question 64

Which of the following is associated with regulated data and the privacy of your electronic information in the European Union?

A) PCI
B) GDPR
C) PHI
D) PII

Answer 64

The General Data Protection Regulation (GDPR) is associated with privacy of your electronic information in the European Union (EU). In general terms, the GDPR provides individuals with the controls to grant or revoke a company’s permission to use data collected online. If a company wishes to use an individual’s information, the individual must grant explicit permission. The GDPR applies to any company that handles a covered EU citizen’s data, regardless of whether the company is located in the EU or in a non-EU country.

Question 65

When you visit a public library and sign on their Wi-Fi network, you are directed to a site where you have to click “I accept” to get internet access. What did you do?

A) Agreed to an acceptable use policy
B) Registered as an assigned user in the library’s network
C) Identified your computer with an asset tag
D) Updated the network topology diagram
E) Notified the librarian that you need one of the temporary barcodes

Answer 65

You just agreed to their acceptable use policy (AUP). An AUP details what types of traffic is permissible, what is unacceptable, and the penalties for violation of the AUP.

For the A+ exam, you will also need to understand the procurement life cycle. This life cycle is undertaken whenever an organization or team must acquire new assets. Procurement is the process of identifying needs, finding/selecting from sellers, negotiating a deal, and finalizing a purchase. While this process may vary from organization to organization, documenting this process is important to ensure only necessary purchases are being made and that the best possible product can be found at a fair cost.

Question 66

While discussing a computer problem with a user, you realize that solving the problem requires a level of expertise that you do not have. How should you handle this problem?

A) Go through a few troubleshooting steps.
B) Ask the user if you can transfer him to appropriate personnel.
C) Put the user on hold, and call your supervisor.
D) Tell the user you do not know how to fix his problem.

Answer 66

You should ask the user if you can transfer him to appropriate personnel. Most users will understand that you may not be able to solve every problem. Handling this type of situation appropriately will help increase user confidence.

Question 67

You need to conduct a drill to determine the effectiveness of your disaster recovery plan. Which of the following items would you include in that drill? (Choose all that apply.)

A) UPS testing
B) Surge protector testing
C) Backup testing
D) Image-level recovery

Answer 67

While most emphasis is often placed on the backup procedure, it is important to test the backup itself to see if it can indeed restore missing data. File-level backups should be tested for individual file recovery. Image-level backups should be tested to ensure that the restored image will allow a new, fresh computer to be operational when the image is applied. It is also important to test the accessibility of the backup media if it is stored offsite. As an example, if you test your disaster recovery plan on a Saturday, and the backup is stored in a bank that is closed for the weekend, how will you be able to perform the data restoration?

Question 68

You have several old computer parts in a storage room. Because you work for a company with an aggressive green policy, you want to reclaim as much material as possible from the components. What CANNOT be reclaimed?

A) phosphorus from a CRT monitor with a broken screen
B) metal from the computer case
C) lead from an intact CRT monitor
D) metal from a circuit board

Answer 68

If the screen on a CRT monitor is broken, you cannot reclaim any materials from it. If the CRT is intact, you can reclaim lead, mercury, and phosphorus from it.

You can reclaim metal from circuit boards and computer cases. You can also reclaim data from a hard drive, even if the data has been erased.

Question 69

You need to perform a backup on a Windows computer. You only want to back up those files that have changed since the last backup or have never been backed up. You also do not want the files to be marked as backed up. Which type of backup would you choose?

A) normal
B) daily
C) copy
D) differential
E) incremental

Answer 69

A differential backup backs up those files that have changed or been created since the last normal or incremental backup set was taken, but does not mark them as being backed up. Backup systems use the archive bit to mark files as either backed up or needing backup. Files that are backed up using differential backups keep the archive attribute set for that file as if no backup operation had occurred.

Differential backups are typically fast to perform and require a smaller amount of space than normal backups. However, differential backups become slower over time because the amount of data backed up will increase. They are easier to restore than incremental backups because fewer archives are required to completely restore a file system. To completely restore a file system that has been backed up using a combination of differential and normal backups, you simply restore the normal backup and then restore the differential backup.

Question 70

You are at a customer’s site. The customer reports problems staying connected to the Internet, but does not provide any specific information. What should you do to gather more information on the problem?

A) Escalate the problem.
B) Troubleshoot the problem as reported.
C) Ask the customer to demonstrate the problem.
D) Attempt to connect to the Internet from the customer’s computer.

Answer 70

It is recommended that you ask the customer to demonstrate the problem to gain a better understanding of the problem, especially when a customer is unable to explain the problem clearly or may be explaining it inaccurately. After gathering all possible information, you should troubleshoot the problem based on the customer’s demonstration.

Question 71

You have been given a form to review during the interview process for a new job. The form includes sections requesting safety measures, fire-fighting procedures, transportation requirements, and first aid measures. Which form are you reviewing?

A )Employee Information Data Sheet
B) Cascading Style Sheet (CSS)
C) Manager’s Safety Data Sheet
D) Material Safety Data Sheet (MSDS)

Answer 71

A Material Safety Data Sheet (MSDS) is a data sheet that is used and filled by the chemical manufacturers. When a chemical manufacturer sells the chemicals to a company, the MSDS data sheet must be completed by the manufacturer and provided to the company for reference. The MSDS contains important information regarding chemicals that were shipped by the chemical manufacturer and includes substance properties, identification of substances, substance storage, fire-fighting procedures, substance handling, safety information, and spillover cleanup procedures. The company that receives the chemicals should make the MSDS available to the employees. It usually also contains the name of the manufacturer.

Question 72

A major fire is detected in the basement of your company and a fire alarm is raised.

What should be the FIRST step?

A) Turn off the electricity.
B) Call the emergency personnel.
C) Evacuate the building.
D) Determine the type of fire.
E) Locate the fire extinguisher to douse the fire.

Answer 72

If a major fire breaks out in the basement of your company, the first step that you should perform is to evacuate the building. In such a scenario, safety of employees is the highest priority. Therefore, you must evacuate the building, tell others to evacuate the building, and save as many lives as possible. Other things, such as data and property, are also important, but human life is given priority over all these.

Question 73

Jane is new to the PC technician world and is curious about ESD. Which steps would you tell her to use as preventive measures against static electricity? (Choose all that apply.)

A) Ensure that the humidity level does not exceed 45%.
B) Have proper grounding of building and outlets.
C) Ensure that sensitive areas, such as server rooms, are carpeted.
D) Wear anti-static bands while servicing computer components.
E) Wear leather-soled shoes.

Answer 73

The following steps can be used as preventive measures against static electricity:

Wear anti-static bands while servicing computer components.
Have proper grounding of building and outlets.

Question 74

You are documenting the proposal for a major change. Which part of the documentation would address the potential impact of failure?

A) Backout plan
B) Scope the change
C) Documented business processes
D) Risk analysis

Answer 74

Risk analysis identifies problems that might arise, the likelihood that the problem may occur, the impact if it does occur, and an action plan should the problem manifest itself. Ideally, the risk analysis should also explain why the change is worth undertaking despite the risks involved.

When performing a risk analysis, you must understand the concept of the risk levels. A risk level is a rating that can be assigned to each risk that helps rank the risk by how disruptive it is to the organization. The higher the level of a risk, the more likely it would be highly problematic. Understanding your organization’s risks and their potential impact is crucial to determining which risk response or mitigation strategies need to be taken.

Question 75

Which two methods would be the most effective in assisting with inventory management? (Choose two.)

A) Asset tags
B) Regulatory and compliance policies
C) Barcodes
D) Incident documentation

Answer 75

Asset tags and barcodes would be the most effective methods in assisting with inventory management.

Asset tags identify a piece of equipment with a number that can easily be tracked in a database or spreadsheet. The asset tag is often a label that is applied to the equipment, and sometimes applied with an engraving pen.

Barcodes are a type of asset tag that uses a barcode instead of a number. The advantage of using a barcode is the label can be scanned with a portable reader.

Question 76

Howard, the maintenance supervisor, has identified several devices in your company’s facility that contain phosphorous. Which guidelines would you need to emphasize to his team regarding how to properly dispose of phosphorus? (Choose all that apply.)

A) EPA guidelines
B) FDA guidelines
C) MSDS
D )OSHA guidelines

Answer 76

You could examine the Material Safety Data Sheet (MSDS), Occupational Safety and Health Administration (OSHA) guidelines, or Environmental Protection Agency (EPA) guidelines to discover how to properly dispose of phosphorus. You should refer to MSDS documentation for handling and disposal of any toxic or hazardous materials.

Question 77

You are attempting to repair a computer in a customer’s home. In the room in which the computer is located, the television is turned on and the volume is turned up. You keep losing your train of thought during the troubleshooting process. What should you do?

A) Turn down the volume on the television.
B) Take the computer back to your office to complete the repair.
C) Move the computer into another room to complete the repair.
D) Ask the customer to turn down the volume on the television.

Answer 77

While troubleshooting computer problems, it is essential that you remove any distractions. When at a customer location, you should ask the customer to remove any distractions.

Question 78

While performing preventative maintenance on a user’s computer, you notice several files that violate the Acceptable Use Agreement the user signed when initially employed by the company. The IT department has specific policies for dealing with any violations. What should you do?

A) Contact your supervisor.
B) Inform the user that the files must be removed.
C) Follow the procedures for dealing with this violation.
D) Contact the user’s supervisor.

Answer 78

You should follow the procedures for dealing with this violation. The policies that are in place contain the guidelines for reporting any violations of the Acceptable Use Agreement. If a user signs the Acceptable Use Agreement, then the user is bound by that agreement and its terms.