Chapter 28: Operational Procedures Multiple-Choice Quiz

Henry gets a help desk call from Arthur in Accounting who reports that his keyboard is not working. This seems like a familiar problem, one that another tech mentioned a short time back. Where should he look to find information on the problem?

• Change documentation

• Incident reports

• Asset management documentation

• Risk management documentation

Annie wants to mark several laptops issued to salespeople so that she can set up a scanner at the office door to track each time the laptops enter and leave the building. What will help her accomplish this goal?

• Add a barcode sticker to each laptop.

• Add an RFID tag to each laptop.

• Submit a change document to the change board.

• It can’t be done, because the laptops run macOS.

Joan has proposed upgrading the inkjet printers in the marketing department with color laser printers. The purpose of the change is to reduce the cost per page printed, because toner is less expensive than ink and the duty cycle of laser printers is longer than that of inkjet printers. The marketing department currently has three inkjet printers. What’s her logical next step?

• She should complete the scope of change part of the change document to factor in the price of the printers.

• She should perform a risk analysis to determine any potentially negative consequences.

• She should download the documentation on the new printers and begin the education process for the marketing department on how to use them.

• She should contact the change board with her initial proposal.

Once the change board has reviewed and approved Joan’s plan for the new printers, what’s her next step?

• Create a rollback plan in case the quality of print with the laser printers isn’t sufficient for the marketing materials.

• Test the rollback plan.

• Finalize the change documentation.

• Implement the change plan.

What broad term describes the process of creating a road map for current and future techs to make changes or repairs over time for an organization?

• Change documentation

• Change-management

• Management documentation

• Network documentation

What broad term describes the process of enabling organizations to implement changes to IT infrastructure in a safe and cost-effective manner?

• Change documentation

• Change-management

• Management documentation

• Network documentation

As part of the change-management process, educating users on new systems is an important component in which of the following?

• Accessibility training

• Rollback plan

• End-user acceptance

• Risk analysis

Which of the following documents a company’s assets that have been deployed and/or are in reserve.

• End-user termination checklist

• New-user setup checklist

• Inventory checklist

• Database system

Which of the following is an example of an asset management practice?

• Local file-level backup

• RFID tag

• Local image backup

• Knowledge-base

The first day on the job, Jill received a spreadsheet that listed approved software for users and clear instructions not to allow any unapproved software. What kind of policy must she follow?

• Classification

• Compliance

• Group

• Company