Ken Patmonk
0c3868ea71
OPS-1 through OPS-10, OS-2, OS-3 went from 5 → 15. OS-1, OS-4 through OS-11, SEC-1 through SEC-11, TRB-1 through TRB-4 went from 7 → 15. Questions cover exam-weight scenarios not duplicated from original content. Co-Authored-By: Claude Sonnet 4.6 <noreply@anthropic.com>
131 lines
3.1 KiB
Markdown
131 lines
3.1 KiB
Markdown
# OPS-1 Quiz: Documentation and Support Systems
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Take this after studying `notes/OPS-1-documentation-support-systems.md`.
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Reply with answers like:
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`1B 2A 3D 4C 5B 6A 7D`
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## Questions
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1. Which information belongs in a support ticket?
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A. Only the technician's favorite tool
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B. User, device, issue, severity, steps, and resolution
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C. Only the desktop background
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D. Only the weather
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2. What does an asset tag help identify?
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A. The user's password
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B. The monitor color temperature
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C. The managed device in inventory records
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D. The browser homepage
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3. What is an SLA?
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A. A service level agreement defining expected support terms
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B. A screen layout assistant
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C. A backup cable
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D. A command prompt shortcut
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4. What is a knowledge base article used for?
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A. Storing private passwords
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B. Replacing all tickets
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C. Disabling escalation
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D. Reusing documented solutions to known issues
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5. What is an SOP?
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A. A wireless antenna type
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B. A repeatable standard operating procedure
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C. A disk partition format
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D. A certificate warning
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6. Which ticket field helps the help desk prioritize which issues to address first?
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A. Font style
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B. Monitor size
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C. Background color
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D. Severity or priority level
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7. A problem keeps recurring. Which documentation action provides the best long-term value?
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A. Closing tickets without notes
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B. Documenting the root cause and resolution in a knowledge base article
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C. Avoiding follow-up
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D. Deleting related tickets
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8. A technician escalates a ticket to Tier 2. What should the ticket contain?
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A. Only the device serial number
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B. All prior troubleshooting steps and findings
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C. Just the user's name
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D. A random note
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9. What does a network diagram document?
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A. User email addresses
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B. Password policies
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C. The layout of devices and connections on the network
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D. Browser history
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10. A device fails under warranty. Which process handles returning it to the vendor for replacement?
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A. RMA (Return Merchandise Authorization)
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B. EULA
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C. Chain of custody
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D. SOP
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11. Why should tickets be updated in real time as troubleshooting progresses?
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A. To increase download speed
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B. To provide accurate history if the ticket is escalated or reopened
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C. To disable the SLA
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D. To block knowledge base access
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12. Which term describes the formal process of reporting and tracking a major service disruption?
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A. Change request
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B. Incident management
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C. Asset tagging
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D. Backup rotation
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13. A technician notices an unrelated problem while fixing another issue. What should they do?
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A. Fix both immediately without documentation
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B. Ignore the unrelated problem
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C. Document it and open a separate ticket per policy
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D. Delete the original ticket
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14. Which document describes what IT will deliver, by when, and at what quality level?
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A. EULA
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B. SLA
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C. MSDS
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D. Asset tag
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15. Which type of documentation maps a specific device to its owner, location, and purchase date?
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A. Knowledge base article
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B. SOP
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C. Inventory or asset record
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D. Acceptable use policy
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## Answer Key For Instructor
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1. B
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2. C
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3. A
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4. D
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5. B
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6. D
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7. B
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8. B
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9. C
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10. A
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11. B
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12. B
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13. C
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14. B
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15. C
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