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WorksheetsITF+ Week 3 Quiz Review
Total questions: 17
Worksheet time: 9mins
Name
Class
Date
1.
What is the last step of the troubleshooting process that you would do before closing out a help ticket?
a)
Identify the Problem
b)
Verify Full System Functionality
c)
Educate the User
d)
Document the solution
e)
Test your theory
2.
The process of referring the issue to higher support tier is called?
a)
Elevate
b)
Eradicate
c)
Escalate
d)
Escalade
e)
Entubate
3.
At which step in the troubleshooting process would you refer an issue to a higher tier?
a)
Test the Theory
b)
Verify Full System Functionality
c)
Identify the Problem
d)
Establish a Theory
e)
Research
4.
Which step of the troubleshooting process follows "Implement the solution"
a)
Test the Theory
b)
Verify Full System Functionality
c)
Identify the Problem
d)
Establish a Theory
e)
Research
5.
As part of creating an action plan we also establish this type of plan in case we run into a problem:
a)
Theory
b)
Action Plan
c)
Contingency Plan
d)
Continuity Plan
e)
Solution Plan
6.
If while testing the theory, we determine our theory is false. What are our options? (pick 2)
a)
Implement the solution
b)
Establish a New Theory
c)
Document the solution
d)
Follow the contingency plan
e)
Escalate the issue
7.
After we identify the problem, we
a)
Establish a Theory
b)
Test the theory
c)
Research
d)
Escalate
e)
Document our findings
8.
Which of the following does not fall under establishing a theory?
a)
Question the obvious
b)
K.I.S.S.
c)
Divide and Conquer
d)
Consider Multiple Approaches
e)
Create a Contingency Plan
9.
A data store of known issues and their solutions is called:
a)
Help Desk
b)
Trouble Ticket System
c)
Esacalate
d)
Knowledgebase
e)
Metadata
10.
Implementing preventive measures falls under which step?
a)
Test the Theory
b)
Create an Action Plan
c)
Implement the Solution
d)
Research
e)
Verify Full System Functionality
11.
Checking Systems Logs would fall under which step of the troubleshooting process?
a)
Research
b)
Establish a Theory
c)
Identify the Problem
d)
Document the solution
e)
Test the theory
12.
While interogating the user it is important to be assertive and demanding to force the user into confessing how they caused the problem.
a)
true
b)
false
13.
While questioning the user it is important to use technology jargon and acronyms to show your knowledge of the systems.
a)
true
b)
false
14.
What are the first three steps of the troubleshooting process?
a)
Test the Theory
b)
Identify the Problem
c)
Establish a Theory
d)
Research
e)
Establish an action Plan
15.
What type of dammage can occur if you touch a component without using proper preventative measures?
a)
EDS
b)
Electrostatic Discharge
c)
No Dammage
d)
Temporary
16.
What device to we attach to ourselves and the computer case to prevent ESD?
a)
AntiStatic Bracelet
b)
Antistatic Bag
c)
Screw Driver
d)
Multimeter
17.
When replacing components inside a machine you are safe as long as you turn it off.
a)
True
b)
False
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