SG: Ch 25: Documentation and Professionalism Flashcards
You just had an outage of Internet connectivity. Which document should you complete so that stakeholders understand the reason for the outage?
A. Change management documentation
B. Knowledge base article
C. Acceptable use policy
D. Incident documentation
D. Incident documentation
Incident documentation should be completed so that key stakeholders can understand the reason for the outage. Change management documentation is used for proposed changes to the network. Knowledge base articles are used for to document symptoms and solutions. An acceptable use policy (AUP) is used to protect an organization’s resources from user abuse.
Which backup media is the fastest from which to recover?
A. Disk-to-tape
B. Disk-to-disk
C. Disk-to-flash
D. Disk-to-cloud
B. Disk-to-disk
Disk-to-disk is the fastest recovery method and backup method as well, because you are backing up from disk to another disk attached via the network. Disk-to-tape is slower because you must re-tension the tape and then locate the data on the tape to recover it. Disk-to-flash is not a backup method, because of the price of flash. Disk-to-cloud is the slowest recovery method because you must recover from the cloud over a network connection.
You just finished repairing a network connection, and in the process you traced several network connections. Which type of documentation should you create so that another technician does not need to repeat the task of tracing connections?
A. Logical diagram
B. Knowledge base article
C. Change management document
D. Physical diagram
D. Physical diagram
A physical network diagram details all connections so that the next technician does not need to trace connections. A logical network diagram shows the flow of information. A knowledge base article documents a symptom and solution for a problem, but not the connections. A change management document is used to evaluate a potential change to a network.
End users are abusing the email system by selling personal items. Which policy would detail the proper use of the email system for business purposes?
A. MDM
B. Password policy
C. AUP
D. Incident management
C. AUP
The acceptable use policy (AUP) details the acceptable use of the email system for business purposes. Mobile device management (MDM) is software that allows you to manage mobile devices in the workplace. A password policy details the appropriate handling and management of passwords. Incident management is how a network or security incident is handled.
A customer tells you that a technician from your company spent three hours on the phone making personal calls. What should you do with this information?
A. Nothing
B. Inform your manager
C. Talk to the technician personally
D. Ask the customer to prove it
B. Inform your manager
You should take appropriate action and inform your manager, as well as notify the customer that you’ve done so. Doing nothing is not an appropriate response to this situation. Talking to the technician personally will create a confrontation and should be avoided. Asking the customer to prove it is an inappropriate action to this problem.
You have been trying to troubleshoot a user’s system all day when it suddenly becomes clear that the data is irretrievably lost. When you inform the customer, he becomes so angry that he shoves you against a wall. What should you do?
A. Shove the user back, only a little harder than he shoved you
B. Shove the user back, only a little easier than he shoved you
C. Try to calm the user down
D. Yell for everyone in the area to come quickly
C. Try to calm the user down
You should avoid confrontations with the user by attempting to calm down the user. You should never shove the user back. Yelling for everyone in the area to come quickly will escalate the situation, which is the opposite of what you want to do.
Which section of the change management documentation contains whom the change will affect?
A. Business processes
B. Scope of change
C. End-user acceptance
D. Plan for change
B. Scope of change
The scope of change section details whom the change will affect. The business processes section details the current business processes the change will affect. The end-user acceptance section details how the changes were tested and accepted by the users. The plan for change comprises the primary and alternate plans for the proposed change.
Which of the following is not a benefit of implementing asset tags for inventory management?
A. Tracking of the equipment
B. Scheduling the depreciation of the equipment
C. Identifying assets
D. Providing ownership of the equipment
B. Scheduling the depreciation of the equipment
Scheduling of the depreciation of the equipment is performed in accounting software. Tracking of the equipment is a benefit to an asset tag. Identifying assets is a direct benefit of asset tags. An asset tag provides a proof of ownership.
You are currently troubleshooting a network issue. Which type of diagram allows you to view the flow of information from a high-level overview? (Choose the best answer.)
A. Logical diagram
B. Physical diagram
C. Symbol diagram
D. Knowledge base article
A. Logical diagram
A logical diagram is a high-level overview of a system so that you can see the flow of information. A physical diagram shows specifics, and although it can used to trace the flow of information, it is not used as a high-level overview. A symbol diagram is not a type of diagram. A knowledge base article details a solution for symptoms and is not used to view the flow of information.
You arrive at the site of a failed server to find the vice president nervously pacing and worrying about lost data. What should you do?
A. Offer a joke to lighten things up
B. Downplay the situation and tell him that customers lose data every day
C. Keep your head down and keep looking at manuals to let him know that you are serious
D. Inform him that you’ve dealt with similar situations and will let him know what needs to be done as soon as possible
D. Inform him that you’ve dealt with similar situations and will let him know what needs to be done as soon as possible
You should assure the vice president that you are optimistic and skilled to deal with these problems. Offering a joke is an inappropriate action. Downplaying the situation does not show respect to the customer’s problem. Keeping your head down and ignoring the customer does not display appropriate communications.
A user reports that a workstation has two significant problems that do not seem related. How should you approach these problems?
A. Look for what the two problems would have in common
B. Assume that a virus is involved
C. Deal with each issue separately
D. Order a new machine
C. Deal with each issue separately
If the problems do not appear to be related, then deal with them separately. Looking for commonalities between the problems would just waste valuable time. No assumptions should be made, such as that a virus is causing the problem, unless there is proof. Ordering a new machine is disruptive to the customer, unless the problem dictates that this action be performed.
Which type of power protection is used between the electricity coming into the premise and the power meter, to protect from surges in electric?
A. Surge protector strip
B. Uninterruptable power supply
C. Service entrance surge protection
D. Generator
C. Service entrance surge protection
A service entrance surge protection is used between the power meter and the main breakers, to protect from electrical surges. A surge protector strip is found under desks to protect from electrical surges. An uninterruptable power supply (UPS) is used as a backup power source until power is restored or conditioned properly. A generator is used during power outages to sustain power.
You are executing the primary plan in the change management documentation and realize that you cannot proceed. Which section details the original configuration?
A. Purpose
B. Risk analysis
C. Rollback
D. Plan for change
C. Rollback
The rollback section contains the original configuration that can be used to revert the changes. The purpose section contains the reason for the proposed change. The risk analysis section explains the risks involved with the proposed changes. The plan for change section contains the primary change configuration and the alternate change configuration.
A user on the phone does not seem to be able to explain her problem to you without using profanity. That profanity is making you unable to understand her problem. What should you do? (Choose the best answer.)
A. Ask the user to refrain from the offensive language
B. Overlook the profanity
C. Hang up
D. Show her that you know just as many expletives as she does
A. Ask the user to refrain from the offensive language
While the user’s profanity is likely linked to frustration, it hinders the communication and should be eliminated. You should ask the user to refrain from the offensive language. There may be circumstances where it is necessary to overlook the profanity, if your request is likely to make the already upset customer even angrier, as long as you can understand what is being said. Hanging up is not an appropriate action and will further the user’s frustration. Firing back with profanity is not an appropriate response, as it will escalate the situation further.
At the end of the day, you finish a job only to find that the user you were doing it for had to leave. What should you do? (Choose two.)
A. Clean up and leave no evidence that you were there
B. Leave a note for the user detailing what was done and how to contact you
C. Notify the user’s manager and your own manager that you have finished
D. Put the system back to its original state
B. Leave a note for the user detailing what was done and how to contact you
C. Notify the user’s manager and your own manager that you have finished
Leaving a note for the user detailing what was done and how to contact you displays appropriate communications. Notifying the user’s manager and your own manager that the problem is resolved is also appropriate communications. Cleaning up and leaving no evidence that you were there is an inappropriate action, as it is deceiving to the user. Putting the system back to its original state is an inappropriate action because it does not solve the problem.
