Troubleshooting, Data, Business Flashcards
Objectives 1 and 6
Which of the following business continuity concepts is the best example of fault tolerance?
A. Data restoration
B. Redundant power
C. Disaster recovery
D. Restoring access
B. Redundant Power
Redundant power is a business continuity concept that exemplifies fault tolerance. It involves the use of backup power sources, such as uninterruptible power supplies (UPS) or backup generators, to ensure continuous power supply to critical systems and infrastructure in the event of a power outage or failure.
A. Data restoration: This is about recovering lost data from backups, not about preventing failures or ensuring continuous operation.
C. Disaster recovery: This focuses on restoring systems after an event like a disaster, but it doesn’t deal with fault tolerance, which prevents interruptions.
D. Restoring access: This involves regaining access to systems after an outage, but it doesn’t ensure continuous operation like fault tolerance does.
A technician has received multiple reports about a media player, which is located in a waiting room, turning on and off at various times of the day. The technician replaces the power adapter and turns the player back on. Which of the following should the technician do next?
A. Verify there is full system functionality.
B. Document the findings/lessons learned.
C. Implement the solution.
D. Research the knowledge base.
A. Verify there is full system functionality.
After replacing the power adapter, the technician needs to ensure the media player is working correctly by monitoring it for a while. This ensures the problem is fixed and avoids future disruptions.
B. Document the findings/lessons learned: Documentation is important but should be done after confirming that the media player is functioning properly.
C. Implement the solution: The solution (replacing the power adapter) has already been applied, but the technician must confirm it works before finalizing.
D. Research the knowledge base: This step is useful before applying a solution. Since the adapter has already been replaced, the focus should now be on verifying the fix.
A technician has verified full system functionality. Which of the following actions should the technician take next?
A. Question the users.
B. Determine if anything has changed.
C. Document the findings.
D. Gather information.
C. Document the findings
After verifying that the system is functioning properly, the next step is to document the findings. This ensures a clear record of what was done, how the issue was resolved, and the system’s current status. It’s useful for future troubleshooting and for communicating with others.
A. Question the users: This might be helpful in gathering more information, but it’s not the immediate next step after confirming system functionality.
B. Determine if anything has changed: Checking for changes is important, but documentation comes first to record what was fixed.
D. Gather information: While gathering information is part of troubleshooting, documenting the findings should be prioritized once functionality is verified.
A company developed a new logo and wants to ensure no one else uses it, in order to prevent brand confusion. Which of the following will the company most likely seek?
A. Copyright
B. Patent
C. Watermark
D. Trademark
D. Trademark
new logo
To protect a new logo and prevent others from using it, a company should seek trademark protection. A trademark covers symbols, names, and logos that identify and distinguish a company’s goods or services.
A. Copyright: Protects original works like art and literature, not typically used for logos, although parts of a logo may be copyrightable.
B. Patent: Protects inventions and technical processes, not logos or brand identifiers.
C. Watermark: Used to mark digital images for ownership but not suitable for protecting logos in terms of trademark infringement.
Which of the following can a company use to protect its logo?
A. Trademark
B. Copyright
C. Domain name
D. Patent
A. Trademark
logo = trademark
A company protects its logo by registering it as a trademark. This form of intellectual property safeguards symbols, names, and logos that distinguish its products or services, granting exclusive rights to use the logo and preventing others from causing confusion with similar logos.
B. Copyright: Protects original works like art and literature but isn’t typically used for logos. Logos are better protected through trademarks.
C. Domain name: This is used for website addresses and doesn’t protect logos. However, a trademarked logo can be used in a domain name for branding.
D. Patent: Protects inventions and processes, not logos. Patents are for technical innovations, not brand identifiers.
The process of determining the source of an issue during troubleshooting is called:
A. researching.
B. sourcing.
C. diagnosing.
D. triaging.
C. Diagnosing
think doctors office visit
This is the process of identifying the source or cause of an issue by analyzing symptoms and gathering relevant information. It’s a key step in troubleshooting to understand and resolve problems.
A. Researching: Involves gathering information on a topic but doesn’t specifically focus on identifying the root cause of an issue.
B. Sourcing: Refers to obtaining goods or services from external suppliers, not related to identifying issues.
D. Triaging: Involves prioritizing issues based on severity or urgency rather than determining their source.
Which of the following is used to protect intellectual property while requiring the owner to provide the public with working details?
A. Patent
B. Trademark
C. License
D. Copyright
A. Patent
A patent provides exclusive rights to an invention for up to 20 years, requiring the owner to disclose the invention’s details to the public. This allows others to learn from the invention while preventing unauthorized use.
B. Trademark: Protects symbols, words, or designs that identify the source of goods or services, without requiring public disclosure of the product’s details.
C. License: Grants permission to use intellectual property under certain conditions but doesn’t require public disclosure of the intellectual property details.
D. Copyright: Protects original works of authorship and prevents unauthorized use, without requiring the owner to disclose working details of the work.
Which of the following is used to define what employees can do on company IT resources?
A. Standard operating procedures
B. IT security manual
C. Service-level agreement
D. Acceptable use policy
D. Acceptable use policy
Acceptable Use Policy (AUP): Rules that tell employees what they can and can’t do with the company’s IT resources, like computers and the internet. It helps keep things secure and ensures employees follow the right practices.
A. Standard Operating Procedures (SOPs): Step-by-step instructions for regular tasks within a company. While they may include IT processes, they don’t focus on what employees are allowed to do on company IT systems.
B. IT Security Manual: A guide on how to keep IT systems and data safe, including security rules and measures. It may touch on acceptable use, but its main focus is protecting IT assets.
C. Service-Level Agreement (SLA): A contract between a service provider and a customer that defines the expected quality and performance of a service. It doesn’t deal with employee behavior on IT resources.
A user is having issues trying to reach a website. The technician asks questions of the user and then tries to open the same website on another device. Which of the following troubleshooting steps is the technician performing?
A. Gathering information
B. Establishing a plan of action
C. Finding the root cause
D. Duplicating the problem
D. Duplicating the problem
Duplicating the problem because the technician is testing the issue on another device to confirm whether it’s isolated to the user’s device or more widespread. This helps verify the problem’s existence and scope.
A. Gathering information: This step is about collecting details about the issue, but in this case, the technician has already gathered the information from the user.
B. Establishing a plan of action: This is the step where the technician plans how to fix the problem, which comes after identifyingand confirming the issue.
C. Finding the root cause: Before determining the root cause, the technician needs to confirm the problem by duplicating it, which is what they are doing in this scenario.
Which of the following actions would a technician MOST likely perform FIRST when troubleshooting an issue?
A. Research errors that are known to result in the issue.
B. Gather information to clarify and duplicate the symptom.
C. Apply known solutions that address the symptom.
D. Systematically evaluate common causes of the issue.
B. Gather information to clarify and duplicate the symptom
Gather information to clarify and duplicate the symptom because gathering details about the problem (like error messages or specific symptoms) is crucial for understanding and replicating the issue, which is the first step in troubleshooting.
A. Research errors that are known to result in the issue: This step comes after you have gathered information about the specific symptoms. Without this info, your research may not be relevant.
C. Apply known solutions that address the symptom: Solutions should only be applied after thoroughly understanding the issue through information gathering. Jumping ahead can lead to incorrect fixes.
D. Systematically evaluate common causes of the issue: This step comes after gathering information. You need to know the specifics of the problem before you can evaluate potential causes.
Which of the following is the BEST approach when troubleshooting an issue and questioning a user?
A. Administratively take control of the customer’s system to determine the underlying issue.
B. Inform the customer about the things the customer did to cause the issue.
C. Quickly identity the issue and tell the customer immediately what to do.
D. Ask clarifying questions and actively listen to the answers without interrupting.
D. Ask clarifying questions and actively listen to the answers without interrupting.
The correct approach is asking clarifying questions and actively listening to the answers without interrupting. This allows the technician to fully understand the problem, the user’s perspective, and any relevant details, which helps in finding the right solution while also building a good rapport with the user.
A. Administratively take control of the customer’s system to determine the underlying issue: This can feel invasive, and users might be uncomfortable. It’s important to ask for permission before accessing their system and to avoid taking control too quickly.
B. Inform the customer about the things the customer did to cause the issue: Blaming the user can lead to a negative experience. The focus should be on understanding the problem and helping, not assigning blame.
C. Quickly identify the issue and tell the customer immediately what to do: Rushing to conclusions without gathering enough information can result in misdiagnosis or an ineffective solution. It’s better to take the time to fully understand the problem before offering guidance.
Protection of a computer manufacturer’s laptop design would be considered an example of a:
A. patent.
B. watermark.
C. copyright.
D. trademark.
A. Patent
The correct protection for a computer manufacturer’s laptop design is a patent, as patents provide exclusive rights to new inventions, including unique designs or features of physical products like laptops.
B. Watermark: A watermark is used to protect digital content, like images or documents, by embedding ownership information. It is not used for physical products like a laptop.
C. Copyright: Copyright protects creative works like books, music, and software, but it does not cover physical designs of products like laptops, although it might protect things like user manuals or packaging art.
D. Trademark: Trademarks protect brand identifiers, such as logos or slogans. While a laptop manufacturer may have a trademark for their logo or name, it doesn’t cover the physical design of the laptop.
Which of the following would be the MOST secure method to communicate information to a supervisor regarding a project’s status?
A. Project distribution list
B. Personal email
C. Company-provided instant messaging system
D. Text message
C. Company-provided instant messaging system
Company-provided instant messaging system because it offers secure communication with features like encryption and IT oversight, making it ideal for sharing sensitive project information with a supervisor.
A. Project distribution list: While convenient, emails sent to a group may not have the same level of encryption or security controls, increasing the risk of unauthorized access.
B. Personal email: Personal email accounts lack the security measures that company systems have, like encryption and monitoring, making them a risky option for sensitive work communication.
D. Text message: Texts are typically sent over unencrypted channels, meaning they can be intercepted or accessed by unauthorized individuals, making them less secure for sharing confidential project details.
Which of the following is an example of encrypted data in transit?
A. Encrypting a drive partition
B. Accessing a banking website
C. Compressing a file with a password
D. Validating a download with a checksum
B. Accessing a banking website
Accessing a banking website because it involves encrypted data in transit through HTTPS, which ensures sensitive data like login credentials and account information are protected from interception during transmission over the internet.
A. Encrypting a drive partition: This encrypts data stored on a physical drive (data at rest), not data being transmitted over a network.
C. Compressing a file with a password: This protects the file’s contents but relates to data at rest, not data moving across a network.
D. Validating a download with a checksum: This checks file integrity after transmission, but it doesn’t encrypt the data during transmission, so it’s not an example of encrypted data in transit.
Which of the following explains the key difference between an EULA and terms and conditions?
A. Terms and conditions clarify what services a company agrees to offer the user.
B. Terms and conditions are not legally binding.
C. An EULA can only be accepted by an attorney.
D. An EULA, upon acceptance, grants the user full copyright to the product and/or service.
A. Terms and conditions clarify what services a company agrees to offer the user.
An End-User License Agreement (EULA) specifically governs the use of software or digital products, outlining licensing terms, usage restrictions, and rights.
A. Terms and conditions are not legally binding: This is incorrect. Terms and conditions are legally binding once a user agrees to them, regulating the use of products or services.
C. An EULA can only be accepted by an attorney: This is incorrect. Any user can accept an EULA when installing or using software; no legal representative is required.
D. An EULA grants the user full copyright to the product: This is incorrect. An EULA grants a license to use the software but does not transfer ownership or copyright to the user.
