01
Choose one
1 point
A user asks for access to a system through the organization's approved process. The system is operating normally. How should the support team classify the work?
Free Practice Quiz Question List
1 Foundations of IT Operations Online Quiz Questions
Use this free practice quiz with 20 questions to review 1 Foundations of IT Operations, test your knowledge, and prepare for your next test or exam.
20 questions
02
True or false
1 point
True or false: A support ticket should include a user's password if it helps the next technician reproduce an account problem.
- A
True
- B
False
03
Written response
1 point
A technician is assigned a task that requires access to one system. Which security principle calls for granting only the access needed for that task?
04
Fill in the blank
1 point
A support technician cannot resolve an issue because it requires specialist access. The technician should send the ticket and findings to the .
05
Choose one
1 point
A team receives a routine user report, records it, classifies it, and keeps the user updated while handling the case. Which role most closely matches this work?
- A
The change approver, who authorizes every incoming request
- B
The service desk or first-line support, which records and classifies work and handles routine cases
- C
The incident lead, who coordinates every routine user request
- D
The service owner, who must personally respond to all incoming reports
06
True or false
1 point
True or false: An emergency change may follow an expedited process, but it still needs the controls and documentation defined by the organization.
- A
True
- B
False
07
Written response
1 point
During a significant service disruption, one person organizes the response, assigns actions, and coordinates updates. What role is this?
08
Choose all
1 point
A team is reviewing how it manages accounts and equipment. Select all practices that align with responsible access and asset management.
- A
Follow authorization procedures before granting access
- B
Give technicians broad access so they can avoid future requests
- C
Keep accurate records of accounts and equipment
- D
Use only the access needed for assigned work
09
Choose one
1 point
A technician proposes a planned modification to a service. Which approach best follows change control?
- A
Make the modification immediately, then decide whether it needs approval
- B
Ask the user to accept responsibility and skip the organization's review
- C
Assess the purpose, risks, impacts, and dependencies; obtain required authorization; plan, implement, and verify
- D
Document the modification only if it causes an outage
10
Fill in the blank
1 point
In service management, a problem is an underlying cause—or potential cause—of one or more .
11
Choose all
1 point
A technician is documenting work so another team can continue it and the organization can later review what happened. Select all details that belong in a useful service record.
- A
Record the affected service or asset and the user's description
- B
Record the time, impact, troubleshooting performed, and relevant approvals
- C
Include passwords so another technician can continue without asking
- D
Record status updates and the resolution
12
Choose one
1 point
A user asks a support technician to change account access. Which action best protects the account and follows professional support practice?
- A
Verify the user's identity and authorization, then follow the approved process
- B
Make the change first if the request sounds urgent, then verify identity
- C
Ask a colleague to share their credentials to complete the change
- D
Bypass the approval process if the user is familiar to the technician
13
Written response
1 point
What is the shared record called that captures a user's request, decisions, actions, and outcome?
14
True or false
1 point
For computer work, recommended practice includes maintaining a neutral posture and changing position periodically.
- A
True
- B
False
15
Written response
1 point
What role evaluates proposed changes according to the organization’s risk and approval rules?
16
Choose one
1 point
When prioritizing incoming support work, which factors should staff consider?
- A
The user's seniority and the age of their device
- B
Urgency and impact
- C
The number of troubleshooting steps already performed
- D
Whether the issue can be resolved without documenting it
17
Choose one
1 point
A support technician has made a fix that appears to restore a user's service. What should the technician do before closing the work?
- A
Close the record as soon as troubleshooting begins
- B
Close it when the assigned technician finishes their work, without checking with the user
- C
Confirm the service is restored, record the resolution, and explain any next steps
- D
Leave the record open until a separate team reviews every routine resolution
18
Choose one
1 point
A staff member needs access to one system to complete an assigned task. Which action best applies the principle of least privilege?
- A
Give the user permanent administrator access so future requests are unnecessary
- B
Grant only the specific access needed for the assigned work, following authorization procedures
- C
Share a coworker's account that already has the required access
- D
Grant broad access first and document it only if a problem occurs
19
Choose one
1 point
A support technician finds that resolving a user's issue requires specialist access that the technician is not authorized to use. What is the best next step?
- A
Tell the user to contact any technical team directly and close the record
- B
Attempt the restricted change using another person's credentials
- C
Send the record and findings to the appropriate team for specialist help or approval
- D
Keep the work with the support team even though it lacks the necessary authorization
20
Open ended
1 point
A small organization is considering adopting a set of service-management procedures designed for a much larger organization. Explain why it should adapt those procedures rather than apply them mechanically, and give one example of a factor it should consider when tailoring them.