Practice Mulitple Choice Flashcards
(20 cards)
- In the six step troubleshooting methodology, what is the first step?
a) Establish a plan of action to resolve the problem and implement the solution
b) Test the theory to determine the cause
c) Establish a theory of probable cause
d) Identify the problem
d) Identify the problem
- You have determined the customer has a faulty network card. Which step in the methodology would you have found this out?
a) Test the theory to determine the cause
b) Identify the problem
c) Establish a plan of action to resolve the problem and implement the solution
d) Document findings, actions and outcomes
a) Test the theory to determine the cause
- In which step would you discuss with the customer the solution which has been implemented?
a) Identify the problem
b) Document findings, actions and outcomes
c) Meet the customer
d) Verify full system functionality
d) Verify full system functionality
- You are checking device manager to see that the new Network Card you have installed is functional. In which step would you do this?
a) Document findings, actions and outcomes
b) Establish a plan of action to resolve the problem and implement the solution
c) Verify full system functionality
d) Identify the problem
c) Verify full system functionality
- In a recent exercise you undertook, which problem solving methodology would have required that you checked and installed a Network Card on every device on the network until the connectivity problem was resolved?
a) Top-down
b) Bottom-up
c) Divide & conquer
d) Iterative testing
c) Divide & conquer
Checking and installing a Network Card on every device until the connectivity problem is resolved is an example of the divide and conquer approach.
When is bottom-up troubleshooting most appropriate?
a) Bottom-up troubleshooting is a good approach to use when the problem is suspected to be a physical one.
b) Bottom-up troubleshooting is a good approach to use when the problem is suspected to be an application issue.
c) Bottom-up troubleshooting is a good approach to use when the problem is suspected to be a software issue.
d) Bottom-up troubleshooting is a good approach to use when the problem is suspected to be a logical one.
a) Bottom-up troubleshooting is a good approach to use when the problem is suspected to be a physical one.
- In which step of the six step methodology would you roll back or reinstall the device driver if you suspected your problem was a Network Card issue and you needed to confirm it?
a) Step 1
b) Step 2
c) Step 3
d) Step 4
c) Step 3
- You have researched existing documentation and also had to search online for a fix to the problem. Which step is this part of?
a) Step 1
b) Step 2
c) Step 3
d) Step 4
d) Step 4
• Researching existing documentation and searching online for a fix is part of establishing a plan of action in Step 4.
- A troubleshooting challenge is to determine which devices to start examining first. Which problem solving approach is this part of?
a) Top-down
b) Bottom-up
c) Iterative
d) Divide & Conquer
c) Iterative
Determining which devices to start examining first is part of the iterative problem-solving approach.
- End-user applications of an end system are tested before tackling the more specific networking pieces. Which problem solving approach is described here?
a) Top-down
b) Bottom-up
c) Divide & Conquer
d) None of them
a) Top-down
- Which step involves asking users if they have seen any error messages or asking which operating system they have installed?
a) Step 4 - Establish a plan of action to resolve the problem and implement the solution
b) Step 3 - Test the theory to determine the cause
c) Step 2 - Establish a theory of probable cause
d) Step 1 - Identify the problem
d) Step 1 - Identify the problem
- Checking every network application until the possible cause of the problem is found is a disadvantage of which problem solving approach?
a) Top-down
b) Bottom-up
c) Divide & Conquer
d) All of the above
c) Divide & Conquer
- Most networking problems reside at the lower levels. Which problem solving approach is best here?
a) Divide & Conquer
b) Bottom-up
c) Any one
d) Top-down
b) Bottom-up
- You wish to test the browser. Which problem solving approach is best suited here?
a) Top-down
b) Bottom-up
c) Divide & Conquer
d) All of the above
a) Top-down
- Which of the following Testing strategies are examples of White Box Testing?
a) Unit Testing
b) System Testing
c) User Acceptance Testing (UAT)
d) Systems Integration Testing (SIT)
a) Unit Testing
- After installing the new Network Card you have rebooted the computer to see if this is successful. Which step have you just carried out?
a) Step 1
b) Step 3
c) Step 4
d) Step 5
c) Step 4
• Rebooting the computer after installing the new Network Card corresponds to Step 4 (Establish a plan of action to resolve the problem and implement the solution).
- You took 2 hours to resolve an issue. In which step would your manager find this information?
a) Document findings, actions and outcomes
b) Identify the problem
c) Test the theory to determine the cause
d) None of them
a) Document findings, actions and outcomes
- Using a technical manual to find a solution is part of which step?
a) Step 1 - Identify the problem
b) Step 2 - Establish a theory of probable cause
c) Step 3 - Test the theory to determine the cause
d) Step 4 - Establish a plan of action to resolve the problem and implement the solution
b) Step 2 - Establish a theory of probable cause
• Using a technical manual to find a solution is part of establishing a theory in Step 2.
- What is step 4?
a) Test the theory to determine the cause
b) Verify full system functionality
c) Establish a plan of action to resolve the problem and implement the solution
d) None of these
c) Establish a plan of action to resolve the problem and implement the solution
- Which of the following Testing strategies are examples of Black Box Testing?
a) Unit Testing
b) System Testing
c) User Acceptance Testing (UAT)
d) Systems Integration Testing (SIT)
c) User Acceptance Testing (UAT)
