Practice Test: Module 11 The Complex World of IT Professionals
Larry has begun a new position with an organization and wants to understand their environment better to be more effective in his role.
What type of document would show the organization and pattern in which devices are connected on the company's network?
Dylan is working on a computer with Windows 10 installed. During the troubleshooting phase, his client came several times to see how things were proceeding, and each time Dylan assured them that things were going well. Dylan discovered the problem, but while testing his theory he realized the problem is more complicated than he thought it would be and resolving it will take more time than he had told his customer it would take.
What should Dylan do about this new complication?
Karen is working with a customer who is having an issue with their computer. Karen is talking to the customer over the phone and says, "The UEFI is not recognizing the RAM during POST, and I need you to reset the DIMMs to see if the computer issue is resolved".
What could Karen have done differently to help her customer understand the problem with the computer?
Avoided jargon.
Cathy is on her way to a customer service call to repair a broken computer when she gets a flat tire. She changes the tire and immediately gets back on road but arrives 20 minutes late for the appointment. She apologies to the customer and thinks everything is okay, until later when her supervisor calls her into his office and says that the customer called and said Cathy fixed the problem, but that they were disappointed she was late.
What could Cathy have done differently to avoid disappointing the customer?
Called ahead to the customer and let them know the situation.
Sheila is an IT analyst who must recommend updates to her company's software environment.
Which organizational documentation would specify the processes Sheila will follow to adopt a new software application at her company?
Business process documents
An important part of support and being able to solve various IT problems that arise is having an understanding of where the information that you are looking for can be found. A collection of articles with text, images, and video which give in-depth information on a topic is referred to as which of the following?
Knowledge base
The IT group for your organization has been asked to make some updates to the OS options that are available for the company.
Which OS is known to be secure and extremely stable that does not take up much space on the hard drive?
Linux
The IT team has been tasked with identifying problematic tools and applications that are not serving the organizational needs well.
What type of plan is used to revert back to the original state after a failed change implementation?
Rollback plan
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