Question 1

Max has been hired as a consultant to help revamp the procedures that the IT department uses. He sees a lot of things that they are doing correctly, but sees that the information in the trouble tickets is severely lacking of detail. Which of the following systems would Max most likely recommend putting into place that could have been populated from ticket information if it had been there?
A) CMDB
B) Knowledge base
C) Content management system
D) Customer relationship management system

Accepted Answer

A knowledge base is a centralized repository for information: a public library, a database of related information about a particular subject. It's designed to provide a means for information to be collected, organized, shared, searched, and utilized. In the context of IT and trouble tickets, a knowledge base would be the most beneficial system for capturing detailed information from tickets to help resolve future issues more efficiently. This allows for the accumulation of solutions and troubleshooting steps that can be easily accessed by IT staff or even end-users, depending on the setup, to expedite the resolution of similar issues in the future.

Question 2

Which of the following steps of the troubleshooting model, if not done, could potentially cause users to experience new issues or problems with a system.
A) Test the theory to determine cause.
B) Verify full system functionality, and, if applicable, implement preventive measures.
C) Identify the problem.
D) Document findings, actions, and outcomes.

Accepted Answer

Skipping the step of verifying full system functionality and implementing preventive measures could lead to users experiencing new issues because it ensures that the system is fully operational after a fix and helps prevent future problems.

Question 3

Sharon has just finished probing her way through a virtual machine that has been causing problems on the company's private cloud looking for clues as to what might be causing those problems. She has a theory of what could be causing the problem. What is the next step that she should perform if she is following the CompTIA troubleshooting model?
A) Test the theory to determine cause.
B) Establish a theory of probable cause.
C) Establish a plan of action to resolve the problem and implement the solution.
D) Identify the problem.

Accepted Answer

Since Sharon has already established a theory of probable cause, the next step in the CompTIA troubleshooting model is to test that theory to determine if it is the cause of the problem.

Question 4

Carrie has just finished verifying that the problem she fixed on a problematic virtual machine has not caused any other issues, and the system is now running normally. Which of the following should she do while she is closing out the issue in the ticketing system?
A) Establish a plan of action to resolve the problem and implement the solution.
B) Establish a theory of probable cause.
C) Document findings, actions, and outcomes.
D) Verify full system functionality, and, if applicable, implement preventive measures.

Accepted Answer

C) Documenting findings, actions, and outcomes is crucial for closing out the issue in the ticketing system. This ensures that there is a record of what the problem was, how it was resolved, and any other relevant information that could be useful for future reference or if the issue arises again.

Question 5

John has received a ticket from the service desk describing an issue that a user is having with a cloud application. The ticket describes the issue that the user is having along with the answers to the probing questions that the service desk technician had asked. Which of the following is the next step in the troubleshooting model?
A) Establish a plan of action to resolve the problem and implement the solution.
B) Identify the problem.
C) Establish a theory of probable cause.
D) Document findings, actions, and outcomes.

Accepted Answer

Given that the ticket already describes the issue and includes answers to probing questions, the next step is to establish a theory of probable cause (Questioning and analyzing the given information to hypothesize what might be causing the issue). Identifying the problem and gathering information have already been accomplished by the service desk technician.

Question 6

Janelle's company has adopted the CompTIA troubleshooting model as part of their standard operating procedures to use when troubleshooting issues. She sees the step listed as identify the problem. Which of the following should she do as part of that step?
A) Install the available patches from the manufacturer.
B) Ask the user probing questions to determine whether any recent changes have been made.
C) Look for clues as to what could be causing a problem.
D) Document the issue and all of the pertinent details.

Accepted Answer

C  D  As part of identifying the problem, Janelle should ask probing questions to gather information (B), look for clues to understand the cause (C), and document the issue and details (D).

Question 7

Jim is a technician at Fictional Corp and has been assigned a ticket from the service desk to investigate a problem into one of the cloud applications being used by the company. He has a theory as to what could be causing the problem and tested it to determine the actual cause of the problem. Which of the following should Jim do next?
A) Document findings, actions, and outcomes.
B) Verify full system functionality, and, if applicable, implement preventive measures.
C) Establish a plan of action to resolve the problem and implement the solution.
D) Identify the problem.

Accepted Answer

The answer of Jim is a technician at Fictional Corp...

Question 8

A social media organization has grown from its initial startup phase to being widely known within the United States. It has decided that it is time to broaden its horizons and see if it can grow the userbase globally as well. They have plans to expand into Europe within the next 12 months. Which of the following should they become familiar with before they start marketing the platform to European users.
A) GDPR
B) HIPAA
C) PCI DSS
D) SSAE 18

Accepted Answer

GDPR (General Data Protection Regulation) is crucial for any company planning to operate in Europe, as it sets strict guidelines on data protection and privacy for all individuals within the European Union and the European Economic Area.

Question 9

Pedro is looking for internal and external clues as to what may be causing a problem that has been reported via their ticketing system. Which of the following steps is he currently on from the troubleshooting model?
A) Identify the problem.
B) Establish a plan of action to resolve the problem and implement the solution.
C) Test the theory to determine cause.
D) Establish a theory of probable cause.

Accepted Answer

Pedro is establishing a theory of probable cause by looking for internal and external clues related to the reported problem, which is a step before testing the theory or implementing a solution.

Question 10

A user calls into the service desk stating they're having a problem accessing a particular cloud application. The service desk technician asks them some probing questions to see if there have been any changes to their local computer and what they were doing when it stopped working. Which step of the troubleshooting model describes the step that the process is currently at?
A) Establish a theory of probable cause.
B) Establish a plan of action to resolve the problem and implement the solution.
C) Document findings, actions, and outcomes.
D) Identify the problem.

Accepted Answer

The step described involves asking questions to understand the issue better, which aligns with identifying the problem as part of the troubleshooting process.

Question 11

A large telecom company currently has both wireless and landline operations and wants to divest itself of the landline division. However, a lot of the servers that run each separate division are located in the same data center. Before they sell off the landline division, they want to migrate the servers out of that data center. Which of the following would be the best and most cost-effective solution so that they can preserve the capital that they have on hand while not taking on any new debt?
A) Build a new data center and move the servers to the new location.
B) Convert the servers to virtual machines and migrate them to a cloud service provider.
C) Buy new servers and install them in a new leased data center and then migrate the applications to the new servers.
D) Buy new servers and install them in a colocation facility and migrate the applications to them.

Accepted Answer

Converting the servers to virtual machines and migrating them to a cloud service provider is the most cost-effective solution. It avoids the high upfront costs associated with building or leasing new data center space and purchasing new hardware. Cloud services typically operate on a pay-as-you-go model, which can preserve capital and avoid new debt.

Question 12

Teddy fixed an issue with a cloud-based application a few hours ago and just received a call from a user stating that another part of the application is now broken. Which of the following steps of the troubleshooting model did he most likely omit?
A) Identify the problem.
B) Document findings, actions, and outcomes.
C) Establish a plan of action to resolve the problem and implement the solution.
D) Verify full system functionality, and, if applicable, implement preventive measures.

Accepted Answer

Teddy likely omitted verifying full system functionality after fixing the initial issue. This step ensures that the fix did not inadvertently affect other parts of the application, which seems to have happened in this scenario.

Quiz 1: Introduction to Cloud Computing

Which of the following steps of the troubleshooting model, if not done, could potentially cause users to experience new issues or problems with a system.

Carrie has just finished verifying that the problem she fixed on a problematic virtual machine has not caused any other issues, and the system is now running normally. Which of the following should she do while she is closing out the issue in the ticketing system?

Janelle's company has adopted the CompTIA troubleshooting model as part of their standard operating procedures to use when troubleshooting issues. She sees the step listed as identify the problem. Which of the following should she do as part of that step?

Pedro is looking for internal and external clues as to what may be causing a problem that has been reported via their ticketing system. Which of the following steps is he currently on from the troubleshooting model?

Teddy fixed an issue with a cloud-based application a few hours ago and just received a call from a user stating that another part of the application is now broken. Which of the following steps of the troubleshooting model did he most likely omit?