01
True or false
1 point
True or false: A routine IT task can be considered successful as soon as its commands have run, even if no one checks the result.
Free Practice Quiz Question List
6 IT Operational Procedures Online Quiz Questions
Use this free practice quiz with 20 questions to review 6 IT Operational Procedures, test your knowledge, and prepare for your next test or exam.
20 questions
02
Choose one
1 point
A team is writing a checklist item for verifying a workstation update. Which item is most useful because a qualified technician can determine objectively whether it is complete?
- A
Complete the maintenance carefully.
- B
Confirm that the device connects to the network and that the specified applications open.
- C
Make sure the update seems fine.
- D
Do whatever is needed to finish the work.
03
Fill in the blank
1 point
In the routine task cycle, after preparing and checking safety and risk, the technician follows the approved steps in order during the stage.
04
Written response
1 point
After carrying out approved maintenance steps, a technician checks the expected outcome and service health. What stage of the routine task cycle is this?
05
Choose one
1 point
A technician has installed a routine workstation update. Which next action best verifies the result and closes the task responsibly?
- A
Assume the update succeeded if no error message appeared.
- B
Record the update version before checking whether the device works.
- C
Check that the device connects and essential applications work, then record the version and result.
- D
Repeat the update command until the device reports success.
06
True or false
1 point
True or false: An emergency change may follow a faster approval path, but it still requires authorized action and documentation under local policy.
- A
True
- B
False
07
Fill in the blank
1 point
If an IT issue exceeds a technician’s authority or skill, the technician should it.
08
Written response
1 point
When closing routine IT work, what record should the technician update to document the task and its result?
09
Choose all
1 point
A technician is escalating a service issue. Select all information that would make the escalation useful to the receiving team.
- A
What is affected, who is affected, and when it began.
- B
Observed symptoms and evidence, separating facts from assumptions.
- C
Actions already taken and their results.
- D
A definitive diagnosis, even when it is only a guess.
- E
Current impact, urgency, safety or security concerns, and the help or decision needed with a way to reach the reporter.
10
Choose all
1 point
A technician is handing an unresolved task to the next shift. Select all details that should be included to make the handoff complete.
- A
Current status and impact.
- B
Work completed, evidence gathered, and results.
- C
Open actions, risks, and the next recommended step.
- D
Only the tasks that are finished, with no mention of pending work.
- E
Deadlines, approvals, dependencies, people contacted, and the person or team accepting responsibility.
11
Choose one
1 point
A team is planning a non-emergency modification to an IT service. Which sequence best follows the organization’s change process?
- A
Implement the modification immediately, then ask for approval if a problem occurs.
- B
Document the request, assess operational and security impact, obtain required approval, plan and schedule implementation, test and verify, then record the outcome.
- C
Ask the requester to perform the change and document it only if service health changes.
- D
Schedule the change first and skip testing if it is part of normal maintenance.
12
Open ended
1 point
A routine workstation update fails, and the device develops an unexpected problem. What should the technician do next, and what should be recorded?
13
Choose one
1 point
A technician is documenting a support task that involved access credentials and user information. Which approach is appropriate?
- A
Include passwords and tokens so the next technician can reproduce the issue.
- B
Put all user details in a widely accessible ticket so no one has to request access.
- C
Use approved systems, restrict access to those who need it, and omit passwords, tokens, and unnecessary personal data.
- D
Avoid recording any details, including the actions taken and results.
14
Choose one
1 point
During a routine task, you find that the approved procedure does not fit the situation. What should you do?
- A
Continue using the procedure and skip the steps that do not apply.
- B
Stop at a safe point and ask the designated lead.
- C
Make the change without approval, then report it if problems occur.
- D
Ask an affected user to decide whether the procedure should be changed.
15
Choose one
1 point
A technician completes an approved service task, and every command runs without an error. What should the technician do before treating the task as successful?
- A
Close the task once all commands finish without an error message.
- B
Ask the requester whether the work seems complete.
- C
Check the expected outcome, service health, and affected functions.
- D
Record the commands used and assume the service is working.
16
True or false
1 point
True or false: A technician should avoid putting passwords, tokens, or unnecessary personal data in tickets and handoff notes.
- A
True
- B
False
17
Choose one
1 point
A team is revising a checklist so different qualified technicians can use it consistently. What is the best way to write each checklist item?
- A
Write each item so another qualified technician can determine whether it is complete.
- B
Use broad steps that leave the technician free to decide what counts as completion.
- C
Include only the commands, without expected results or decision points.
- D
Let each technician define the checklist items while performing the task.
18
Choose one
1 point
At shift change, an issue is still unresolved. Which action best makes the handoff a transfer of responsibility rather than just an information update?
- A
Send a brief update and assume the next shift has seen it.
- B
Leave the ticket open without naming who is taking over.
- C
Transfer the task only after all work has been completed.
- D
Provide the handoff details and have the receiving person acknowledge and clarify anything unclear.
19
Written response
1 point
What term describes a planned modification to a system or service?
20
Written response
1 point
When documenting operational work, what should you record rather than guesses?