CompTIA A+ 220-1102 4.0 Operational Procedures

Explanation: According to the CompTIA A+ (220-1102) material, tickets are categorized based on severity or urgency, with the device type possibly playing a factor. These categories aid in assignment of technicians, tracking progress, useful in reporting and for analysis.

Ref: Mike Meyers’ CompTIA A+ Core 2 Certification Passport (Exam 220-1102)

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Explanation: According to the text, an IT knowledge base should be a compiled documentation of equipment and software in use, any problems detected, solutions applied for these problems and resources to get more knowledge about products or issues. It should also include things like patch and update information for the various software, and the organization’s own troubleshooting knowledge.

Ref: Mike Meyers’ CompTIA A+ Core 2 Certification Passport (Exam 220-1102)

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Explanation: For successful end-user acceptance, it’s important to incorporate user acceptance testing. This means allowing end users to work with the new system in a sandbox environment before it’s officially implemented.

Ref: Mike Meyers’ CompTIA A+ Core 2 Certification Passport (Exam 220-1102)

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Explanation: Knowing the date and time of a change, especially when multiple changes are made in a short time span, helps to establish the sequencing of actions. This can be crucial for understanding what led to a specific outcome in the system.

Ref: Mike Meyers’ CompTIA A+ Core 2 Certification Passport (Exam 220-1102)

(Page 536 in PDF)

Explanation: The screen share feature is used to allow a client to share their screen with a remote help desk worker or for a trainer to share screens with students.

Ref: Mike Meyers’ CompTIA A+ Core 2 Certification Passport (Exam 220-1102)

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Explanation: File transfer tools, according to the passage, simply move a file or a copy of a file from one host to another, either locally or remotely, through protocols like FTP, HTTP, BitTorrent and others.

Ref: Mike Meyers’ CompTIA A+ Core 2 Certification Passport (Exam 220-1102)

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Explanation: Safety goggles provide protection for the eyes from possible small shards of metal that could damage your eyesight while cutting a piece of aluminum or cleaning a PC.

Ref: Mike Meyers’ CompTIA A+ Core 2 Certification Passport (Exam 220-1102)

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Explanation: Lithium Ion (Li-Ion) batteries, when they can no longer be recharged or are damaged, should be taken to a recycle service for disposal. This is to ensure that the battery’s materials are properly handled and potentially recycled, as they can pose dangers like fire or explosion.

Ref: Mike Meyers’ CompTIA A+ Core 2 Certification Passport (Exam 220-1102)

(Page 569 in PDF)

Explanation: The text indicates that the best practice for disposing of toner cartridges is recycling. They can be dropped off at a retailer, mailed to the manufacturer or recycler, or given to a nonprofit agency for recycling.

Ref: Mike Meyers’ CompTIA A+ Core 2 Certification Passport (Exam 220-1102)

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Explanation: Compliance to the end user license agreement (EULA) is typically a significant part of software licensing. This includes adhering to stipulations regarding the use and sharing of the software.

Ref: Mike Meyers’ CompTIA A+ Core 2 Certification Passport (Exam 220-1102)

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Explanation: The text states that the three primary fields a service ticket must include during its lifecycle are: Problem description, Progress (notes), and Problem resolution.

Ref: Mike Meyers’ CompTIA A+ Core 2 Certification Passport (Exam 220-1102)

(Page 521 in PDF)

Explanation: The correct answer is that you should keep the can upright when using it. Tilting it or turning it upside down can cause the liquid inside to come out, which can cause damage. You also should not shake the can, as there’s a risk of it exploding.

Ref: Mike Meyers’ CompTIA A+ Core 2 Certification Passport (Exam 220-1102)

(Page 572 in PDF)

Explanation: During a differential backup, the archive bit does not change. It does not get turned off, unlike in full and incremental backup models. Therefore, the size of the backup continues to grow until the next full backup is performed.

Ref: Mike Meyers’ CompTIA A+ Core 2 Certification Passport (Exam 220-1102)

(Page 544 in PDF)

Explanation: Restoring from an incremental backup scheme involves first restoring the last reliable full backup, and then restoring all incremental backups subsequently in order.

Ref: Mike Meyers’ CompTIA A+ Core 2 Certification Passport (Exam 220-1102)

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Explanation: The ’shutdown -r’ command in Linux is used when a system restart is necessary or desired.

Ref: Mike Meyers’ CompTIA A+ Core 2 Certification Passport (Exam 220-1102)

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Explanation: As the text mentions, one could use an installation script to install several apps simultaneously and make the process more efficient. This could allow them to avoid installing each app individually.

Ref: Mike Meyers’ CompTIA A+ Core 2 Certification Passport (Exam 220-1102)

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Explanation: When defining regulations for data retention, it’s necessary to prescribe an acceptable storage media to ensure data is kept in a reliable and secure environment.

Ref: Mike Meyers’ CompTIA A+ Core 2 Certification Passport (Exam 220-1102)

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Explanation: When you touch connectors, the oil from your fingers can cause problems with connectivity. This contaminant can impede a component’s ability to make proper electrical contact with other components, leading to system instability and malfunction.

Ref: Mike Meyers’ CompTIA A+ Core 2 Certification Passport (Exam 220-1102)

(Page 560 in PDF)

Explanation: The text points out that sounding like an expert, avoiding jargon and acronyms, helps customers understand the expert’s technical language. Understanding technology to translate it into ordinary language marks the expertise of a professional. This aids in effective communication, which is why ’It helps to ensure effective communication and customer understanding’ is the right answer.

Ref: Mike Meyers’ CompTIA A+ Core 2 Certification Passport (Exam 220-1102)

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Explanation: The ’shutdown -r’ command is used to restart a Linux system when necessary.

Ref: Mike Meyers’ CompTIA A+ Core 2 Certification Passport (Exam 220-1102)

(Page 611 in PDF)

Explanation: A dust-free environment is important because dust can clog up cooling vents, causing devices to overheat. Furthermore, dust may contain materials that conduct electricity, such as metal or paint, that could short circuits or even cause explosions if it settles on a motherboard and accumulates in large amounts.

Ref: Mike Meyers’ CompTIA A+ Core 2 Certification Passport (Exam 220-1102)

(Page 572 in PDF)

Explanation: The executable used to run the Microsoft Remote Assistance application through a Command Prompt or a PowerShell command prompt is ’msra.exe’.

Ref: Mike Meyers’ CompTIA A+ Core 2 Certification Passport (Exam 220-1102)

(Page 625 in PDF)

Explanation: The Affected Systems Impact statement details the elements, directly or indirectly affected by the change in the primary area.

Ref: Mike Meyers’ CompTIA A+ Core 2 Certification Passport (Exam 220-1102)

(Page 537 in PDF)

Explanation: Portable antistatic mats are designed to provide a work surface that dissipates Electrostatic Discharge (ESD), thereby reducing the potential for damage to sensitive electronic components.

Ref: Mike Meyers’ CompTIA A+ Core 2 Certification Passport (Exam 220-1102)

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Explanation: Windows 10 has three power plans available by default: Balanced, High Performance, and Power Saver.

Ref: Mike Meyers’ CompTIA A+ Core 2 Certification Passport (Exam 220-1102)

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Explanation: Antistatic bags help dissipate any static charge, preventing potential damage to the electronic components. They can do this most effectively when they’re closed, hence the recommendation to fold the end over and tape it down if possible.

Ref: Mike Meyers’ CompTIA A+ Core 2 Certification Passport (Exam 220-1102)

(Page 560 in PDF)

Explanation: The Windows Update Standalone Installer (wusa.exe) can be initiated from a script and used to complete routine update tasks.

Ref: Mike Meyers’ CompTIA A+ Core 2 Certification Passport (Exam 220-1102)

(Page 614 in PDF)

Explanation: In the GFS backup rotation scheme, the rotation of the backup media is based on its age, from the oldest to the newest. The media labelled as ’grandfather’ is the oldest, ’father’ is the second oldest/newest, and ’son’ is the newest.

Ref: Mike Meyers’ CompTIA A+ Core 2 Certification Passport (Exam 220-1102)

(Page 548 in PDF)

Explanation: In the case of a computer violation, steps that should be taken to preserve evidence include shutting down the system, documenting when you took control of the system and the actions you used such as shutting it down, unplugging it, moving it and so on. You must also track its location. If another person takes control of the system, document the transfer of custody.

Ref: Mike Meyers’ CompTIA A+ Core 2 Certification Passport (Exam 220-1102)

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Explanation: The study material emphasizes graciousness in dealing with cultural differences. It states that if a customer’s religious holiday conflicts with your work schedule, the customer wins – implying that you should adjust your schedule to accommodate them.

Ref: Mike Meyers’ CompTIA A+ Core 2 Certification Passport (Exam 220-1102)

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Explanation: Scope creep refers to the gradual change in the boundaries and the areas affected by the change in a project. This can occur when there is no definitive scope statement that delineates exactly what is to be changed or affected by the change.

Ref: Mike Meyers’ CompTIA A+ Core 2 Certification Passport (Exam 220-1102)

(Page 536 in PDF)

Explanation: Large organizations, like government entities, organize their data based on sensitivity to ensure proper information security and to maintain compliance with various government and internal regulations. This includes rules about what software can be used and how certain types of data such as personally identifiable information (PII) should be handled.

Ref: Mike Meyers’ CompTIA A+ Core 2 Certification Passport (Exam 220-1102)

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Explanation: Desktop Management Software allows an organization to secure and manage some or all of the computing devices it owns, either locally or remotely. This helps the IT department to keep desktop computers up to date in groups or across the board. It can be used to install or remove software, initiate backups, troubleshoot workstation or network issues, and access, share, or archive individual files, file systems, or the contents of a storage devices.

Ref: Mike Meyers’ CompTIA A+ Core 2 Certification Passport (Exam 220-1102)

(Page 628 in PDF)

Explanation: The information stored for an information system asset includes asset class, asset type, manufacturer/source, model, serial number, inventory ID number, location or device ID, acquisition cost, acquisition date, end-of-life (EOL) date, and perhaps service history. So, all the choices given contains elements that would typically be stored in an asset management database system.

Ref: Mike Meyers’ CompTIA A+ Core 2 Certification Passport (Exam 220-1102)

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Explanation: The passage emphasizes to always lift with your legs, not with your back, when handling heavy objects. This is the safer approach to protect against any potential harm or injury to your back.

Ref: Mike Meyers’ CompTIA A+ Core 2 Certification Passport (Exam 220-1102)

(Page 563 in PDF)

Explanation: Electrical conductivity is not mentioned as a factor covered by the OSHA and other safety regulations in the provided text. The specified factors include ventilation, protection against dust, and cable management.

Ref: Mike Meyers’ CompTIA A+ Core 2 Certification Passport (Exam 220-1102)

(Page 561 in PDF)

Explanation: The ’Problem description’ field should include a full and detailed description of the problem. All available information gathered from the reporting party — typically the end user experiencing the issue — should be documented in this section.

Ref: Mike Meyers’ CompTIA A+ Core 2 Certification Passport (Exam 220-1102)

(Page 520 in PDF)

Explanation: Proper documentation after a service involves detailing the problem, the duration of the work including start and end times, total working hours, and any components that were replaced. This ensures a clear record of what services were performed and aids in transparency and accountability.

Ref: Mike Meyers’ CompTIA A+ Core 2 Certification Passport (Exam 220-1102)

(Page 597 in PDF)

Explanation: Nickel-Cadmium (Ni-Cad) batteries must be disposed of via special methods. This is because they contain materials that are toxic and pose a threat to both human health and the environment.

Ref: Mike Meyers’ CompTIA A+ Core 2 Certification Passport (Exam 220-1102)

(Page 569 in PDF)

Explanation: The passage discourages disclosing experiences about a job via social media outlets due to the impact it could have on client confidentiality and professional ethics. Sharing details about a job could potentially expose sensitive customer information and is hence inappropriate professionally.

Ref: Mike Meyers’ CompTIA A+ Core 2 Certification Passport (Exam 220-1102)

(Page 596 in PDF)

Explanation: As per the text, the ’problem description’, ’progress (notes)’, and ’problem resolution’ are the three primary fields that must be filled in during the life cycle of a ticket.

Ref: Mike Meyers’ CompTIA A+ Core 2 Certification Passport (Exam 220-1102)

(Page 520 in PDF)

Explanation: By assigning an asset ID and associating it with an asset through an asset tag, sticker or label, the owner is able to identify the asset uniquely within a single organization. This process addresses the lack of uniformity between manufacturers’ serial numbers.

Ref: Mike Meyers’ CompTIA A+ Core 2 Certification Passport (Exam 220-1102)

(Page 522 in PDF)

Explanation: According to the passage, the main purpose of a change request is to state the reasons or requirements that make a change necessary. It can entail details about new laws, guidelines, or procedures.

Ref: Mike Meyers’ CompTIA A+ Core 2 Certification Passport (Exam 220-1102)

(Page 536 in PDF)

Explanation: Heat can cause plastics to fade and become brittle, moisture can induce rust, corrosion, and electrical shorts, and dust can cause the cooling systems of the computer to clog.

Ref: Mike Meyers’ CompTIA A+ Core 2 Certification Passport (Exam 220-1102)

(Page 559 in PDF)

Explanation: The correct answer shows the actual steps listed in the text, starting with documenting the incident and including the collection of digital evidence, application of a forensic imaging tool, creation of a hash value for each storage device, disabling of encryption, and secure transportation and storage of evidence.

Ref: Mike Meyers’ CompTIA A+ Core 2 Certification Passport (Exam 220-1102)

(Page 582 in PDF)

Explanation: The procurement lifecycle plan for an asset includes the procedures for requesting an improvement, upgrade, or replacement asset; the identity of a trusted supplier; and the budget for the replacement. It also includes procedures and methods of the various departments involved in the use, replacement, or disposal of the asset.

Ref: Mike Meyers’ CompTIA A+ Core 2 Certification Passport (Exam 220-1102)

(Page 523 in PDF)

Explanation: The ’Progress (notes)’ field often requires multiple entries throughout the life of a ticket. Each entry should describe and report the troubleshooting, diagnostic, and testing that were performed to identify, verify, and isolate the reported or associated problems.

Ref: Mike Meyers’ CompTIA A+ Core 2 Certification Passport (Exam 220-1102)

(Page 520 in PDF)

Explanation: An SOP typically includes a statement that defines the purpose or intent of the policy that governs a specific action. It provides a clear understanding of what the action is, why it’s necessary, and how it should be carried out.

Ref: Mike Meyers’ CompTIA A+ Core 2 Certification Passport (Exam 220-1102)

(Page 527 in PDF)

Explanation: The Install-Module cmdlet in PowerShell contains a variety of cmdlets that can be applied to manage the module update process in a Windows 10/11 system.

Ref: Mike Meyers’ CompTIA A+ Core 2 Certification Passport (Exam 220-1102)

(Page 614 in PDF)

Explanation: According to the passage, the purpose for a change management policy is to ensure that the implementation of a change, be it due to a new product, process improvement, or corrections in existing procedures, does not negatively impact the functioning of the organization.

Ref: Mike Meyers’ CompTIA A+ Core 2 Certification Passport (Exam 220-1102)

(Page 532 in PDF)

Explanation: Ensuring customer satisfaction is important in maintaining professional relationships and getting feedback. This can be done through a simple follow up, usually through a phone call to confirm their happiness with your work.

Ref: Mike Meyers’ CompTIA A+ Core 2 Certification Passport (Exam 220-1102)

(Page 597 in PDF)

Explanation: The frequency of backups is primarily determined by the level of activity or volume that a system experiences. If a system has a high level of activity or generates a significant amount of data, it might require more frequent backups.

Ref: Mike Meyers’ CompTIA A+ Core 2 Certification Passport (Exam 220-1102)

(Page 546 in PDF)

Explanation: In a Disaster Recovery Plan (DRP), Recovery Point Objective (RPO) is the designation that defines the maximum amount of data loss that can be tolerated without causing a serious impact on an organization’s operations. On the other hand, Recovery Time Objective (RTO) is the designation that shows the length of time allowed restoring the organization’s operations after a disaster.

Ref: Mike Meyers’ CompTIA A+ Core 2 Certification Passport (Exam 220-1102)

(Page 545 in PDF)

Explanation: The passage states that ’Any security applied is dependent on the OS or VNC desktop control or viewer app.’ This means the security measures in VNC communication rely on the operating system or the software application used, such as RealVNC Viewer or TightVNC.

Ref: Mike Meyers’ CompTIA A+ Core 2 Certification Passport (Exam 220-1102)

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Explanation: The .vbs extension is used for scripts written in the Visual Basic Scripting language, which is a Microsoft scripting language based off Visual Basic. By default, VBScripts are executed by the wscript.exe interpreter.

Ref: Mike Meyers’ CompTIA A+ Core 2 Certification Passport (Exam 220-1102)

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Explanation: Material Safety Data Sheets (MSDS) are documents that provide critical information about the hazardous properties of a chemical, instructions for its safe handling and transport, and steps for its safe disposal. They are meant to inform users about the safety protocols that need to be followed while handling chemicals and similar products.

Ref: Mike Meyers’ CompTIA A+ Core 2 Certification Passport (Exam 220-1102)

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Explanation: Class C fire extinguishers are designed and certified to fight electrical fires, making them the safest option when dealing with a fire that may involve an electrical current.

Ref: Mike Meyers’ CompTIA A+ Core 2 Certification Passport (Exam 220-1102)

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Explanation: The idea is that even if an IT professional has seen a similar issue many times before and may think it’s an easy fix, they should still take the customer’s concerns seriously. This is because there can always be variations in the problem and this particular one might be different than the previous ones.

Ref: Mike Meyers’ CompTIA A+ Core 2 Certification Passport (Exam 220-1102)

(Page 595 in PDF)

Explanation: A Recovery Point Objective (RPO) is included in a disaster recovery plan, which defines the maximum amount of data loss that an organization can tolerate without it critically impacting their operations. It essentially determines how old the backups can be to still allow for successful restart of operations.

Ref: Mike Meyers’ CompTIA A+ Core 2 Certification Passport (Exam 220-1102)

(Page 545 in PDF)

Explanation: A sandbox is a software testing environment that is isolated from production, allowing for independent testing and monitoring without affecting the live production systems. It can be a virtual machine, a cloud Platform as a Service (PaaS), Infrastructure as a Service (IaaS), or a cloned environment that is not connected to the organization’s live production network.

Ref: Mike Meyers’ CompTIA A+ Core 2 Certification Passport (Exam 220-1102)

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Explanation: The text clearly mentions that perhaps the most common reason for using scripting is for basic automation. It helps in performing a series of actions automatically rather than doing them one at a time manually.

Ref: Mike Meyers’ CompTIA A+ Core 2 Certification Passport (Exam 220-1102)

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Explanation: As outlined in the text, a professional tech needs to know how to defuse the tension when dealing with difficult customers in stressful situations. This means calming the customer down and attempting to resolve the issue they are faced with.

Ref: Mike Meyers’ CompTIA A+ Core 2 Certification Passport (Exam 220-1102)

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Explanation: The text clearly states that one should keep their attention entirely on the customer and the task at hand i.e. their computer problem, to avoid distractions.

Ref: Mike Meyers’ CompTIA A+ Core 2 Certification Passport (Exam 220-1102)

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Explanation: The text states that power surges, also known as power spikes, occur when the voltage on your power line suddenly rises to above normal levels. This sudden rise in voltage is extremely dangerous and can destroy computers, monitors, and any other component plugged into the affected power lines.

Ref: Mike Meyers’ CompTIA A+ Core 2 Certification Passport (Exam 220-1102)

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Explanation: An incident report in IT primarily serves to identify the underlying causes of an incident or event. This information is then used to guide the development of preventive or remediation measures to prevent the incident or event from happening again.

Ref: Mike Meyers’ CompTIA A+ Core 2 Certification Passport (Exam 220-1102)

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Explanation: The text states that if the weather is cold and dry, the potential for a computer-killing ESD zap is greatly increased. Therefore, cold and dry weather conditions are known to largely increase this potential.

Ref: Mike Meyers’ CompTIA A+ Core 2 Certification Passport (Exam 220-1102)

(Page 571 in PDF)

Explanation: The basic component of RMM services is an agent installed on each network workstation or node. This agent provides the management system with the information it needs and any issues encountered will trigger an alert.

Ref: Mike Meyers’ CompTIA A+ Core 2 Certification Passport (Exam 220-1102)

(Page 625 in PDF)

Explanation: Uniform hardware and software allow organizations to maintain compliance with the necessary regulations with ease because the same set of rules and measures apply across the board, making management easier.

Ref: Mike Meyers’ CompTIA A+ Core 2 Certification Passport (Exam 220-1102)

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Explanation: The text specifically mentions that risk analysis has two approaches: quantitative analysis and qualitative analysis.

Ref: Mike Meyers’ CompTIA A+ Core 2 Certification Passport (Exam 220-1102)

(Page 537 in PDF)

Explanation: Provisioning, Incident, and Problem are all mentioned as common category types used in incident management for tracking, reporting, and analysis. Appreciation is not mentioned as a category type.

Ref: Mike Meyers’ CompTIA A+ Core 2 Certification Passport (Exam 220-1102)

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Explanation: The process for testing a backup scheme should include restoring a sample data into a designated test folder to prevent accidental overwriting of production data. A virtual machine is a good choice for testing backup schemes. Verification should be done using hashing to confirm that the copy from the backup media is valid. Finally, the backup plan should be tested regularly, preferably every six to nine months.

Ref: Mike Meyers’ CompTIA A+ Core 2 Certification Passport (Exam 220-1102)

(Page 548 in PDF)

Explanation: An Acceptable Use Policy (AUP) is used to clearly define what actions users are allowed and not allowed to take while using the equipment and systems of an organization. This includes actions on computers, phones, printers, and the network itself.

Ref: Mike Meyers’ CompTIA A+ Core 2 Certification Passport (Exam 220-1102)

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Explanation: A new-user setup checklist is an SOP that provides official process or guideline steps for a new user to successfully complete a procedure necessary for a new employee to accomplish a required activity.

Ref: Mike Meyers’ CompTIA A+ Core 2 Certification Passport (Exam 220-1102)

(Page 527 in PDF)

Explanation: Third-party remote access tools can include all the mentioned features which are support for different operating systems with both GUI and CLI, the capability of videoconferencing, file transferring and screen sharing, as well as managing either local or remote desktops.

Ref: Mike Meyers’ CompTIA A+ Core 2 Certification Passport (Exam 220-1102)

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Explanation: The text states that a responsible staff member, also known as a change coordinator or change manager, is appointed to manage and oversee the completion of an approved implementation plan.

Ref: Mike Meyers’ CompTIA A+ Core 2 Certification Passport (Exam 220-1102)

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Explanation: Heavy metals found in components of electronic devices should be disposed of by an approved waste management or recycling facility to prevent environmental harm.

Ref: Mike Meyers’ CompTIA A+ Core 2 Certification Passport (Exam 220-1102)

(Page 570 in PDF)

Explanation: A change request form is filled in by a user who wants a system, process, or method to be changed. This change could involve the creation of a new process, modifications or additions to an existing one, or the abandonment of a current one.

Ref: Mike Meyers’ CompTIA A+ Core 2 Certification Passport (Exam 220-1102)

(Page 535 in PDF)

Explanation: The Get-AppPackageLog cmdlet is specifically used in PowerShell to access and return the log file from an app.

Ref: Mike Meyers’ CompTIA A+ Core 2 Certification Passport (Exam 220-1102)

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Explanation: In the context of a Disaster Recovery Plan (DRP), the Recovery Time Objective (RTO) designates the length of time allowed to restore the organization’s operations after a disaster, such as a lightning strike, hurricane, tornado, fire, flood, or earthquake.

Ref: Mike Meyers’ CompTIA A+ Core 2 Certification Passport (Exam 220-1102)

(Page 545 in PDF)

Explanation: Remote access utilities, methodologies, and tools must be secure regardless of their form – be it desktop apps or command-line commands. This is especially important considering they are used to connect and run a logged-in session on another remote system, which opens up the possibility of unauthorized access if not secured properly.

Ref: Mike Meyers’ CompTIA A+ Core 2 Certification Passport (Exam 220-1102)

(Page 619 in PDF)

Explanation: PowerShell is an object-oriented scripting language built into Windows 10/11. It uses the .ps1 file extension.

Ref: Mike Meyers’ CompTIA A+ Core 2 Certification Passport (Exam 220-1102)

(Page 601 in PDF)

Explanation: Any event or occurrence that adversely impacts an organization and its functions should be reported to the management and possibly to law enforcement, particularly if it contravenes a local, state, or national law or regulation.

Ref: Mike Meyers’ CompTIA A+ Core 2 Certification Passport (Exam 220-1102)

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Explanation: Installing a new program or script may bring with it new vulnerabilities that were not initially present in the system. These vulnerabilities might be exploitations for an attacker to install malware or launch privilege escalation attacks, as stated in the source text.

Ref: Mike Meyers’ CompTIA A+ Core 2 Certification Passport (Exam 220-1102)

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Explanation: A synthetic backup is made from other backups: a normal full incremental backup chain is executed to start the process, and then a synthetic full backup is built from the normal full backup and the incremental backups.

Ref: Mike Meyers’ CompTIA A+ Core 2 Certification Passport (Exam 220-1102)

(Page 544 in PDF)

Explanation: The ’Restart-Computer’ PowerShell cmdlet is used to restart the operating system on both local and remote computers. Its parameters can be used to set authentication levels, alternate credentials, or force an immediate restart.

Ref: Mike Meyers’ CompTIA A+ Core 2 Certification Passport (Exam 220-1102)

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Explanation: The text states that all formal change management programs begin with the submission of the data on the change request form. Thus, submitting the change request form is the first step.

Ref: Mike Meyers’ CompTIA A+ Core 2 Certification Passport (Exam 220-1102)

(Page 535 in PDF)

Explanation: The proper handling of customers’ confidential and private materials includes all the listed items: files on the computer, items on a physical desktop, and pages sitting in a printer tray.

Ref: Mike Meyers’ CompTIA A+ Core 2 Certification Passport (Exam 220-1102)

(Page 597 in PDF)

Explanation: According to the text, Ni-Cad batteries require frequent recharging and special disposal methods are required due to their toxicity to both human health and the environment.

Ref: Mike Meyers’ CompTIA A+ Core 2 Certification Passport (Exam 220-1102)

(Page 569 in PDF)

Explanation: The given text mentions, ’Proper environmental controls can help to secure servers and workstations from environmental impacts, especially those from excessive heat, dust, and humidity.’ These are key factors that can reduce the lifespan and disrupt the smooth functioning of the equipment.

Ref: Mike Meyers’ CompTIA A+ Core 2 Certification Passport (Exam 220-1102)

(Page 571 in PDF)

Explanation: Modern motherboards always have a small amount of voltage running anytime the system is plugged in. Therefore, completely unplugging the system before servicing it minimises the risk of causing damage.

Ref: Mike Meyers’ CompTIA A+ Core 2 Certification Passport (Exam 220-1102)

(Page 562 in PDF)

Explanation: In the text, it clearly states that software licensed to an individual (personal use license) is limited to a single computer. However, enterprise licenses (or corporate licenses) may allow individuals to use company-licensed software on their personal systems, depending on the specific license agreement.

Ref: Mike Meyers’ CompTIA A+ Core 2 Certification Passport (Exam 220-1102)

(Page 585 in PDF)

Explanation: According to the text, a critical issue is typically one that affects more than a single workstation and can impact more than one user. Examples include a network device failure, a possible data breach, or the results of a disaster.

Ref: Mike Meyers’ CompTIA A+ Core 2 Certification Passport (Exam 220-1102)

(Page 519 in PDF)

Explanation: Within a three-level severity scale of a support ticket, ’Minor’ issues are problems that affect only a single end user and were reported as non-critical. They are typically not the result of an incident.

Ref: Mike Meyers’ CompTIA A+ Core 2 Certification Passport (Exam 220-1102)

(Page 519 in PDF)

Explanation: According to the passage, videoconferencing software sets up an audio and video link between participants to allow for file sharing and collaboration. It does not provide a command-line interface, manage computing devices, or facilitate file transfers. Those are functions of other types of software.

Ref: Mike Meyers’ CompTIA A+ Core 2 Certification Passport (Exam 220-1102)

(Page 627 in PDF)

Explanation: The passage conveys that using scripts for automated backups allows you to include only specific folders and files. In contrast, ordinary file-copy tools, such as Robocopy in Windows, would carry out a more general backup.

Ref: Mike Meyers’ CompTIA A+ Core 2 Certification Passport (Exam 220-1102)

(Page 613 in PDF)

Explanation: These three points are part of the elements mentioned in a successful escalation plan for handling service tickets namely, defining the issues needing escalation, keeping the ticket initiators informed, and documenting the resolution of issues.

Ref: Mike Meyers’ CompTIA A+ Core 2 Certification Passport (Exam 220-1102)

(Page 519 in PDF)

Explanation: According to the text, the records for a software asset should include the licensing details and any seat allocations or usage limitations.

Ref: Mike Meyers’ CompTIA A+ Core 2 Certification Passport (Exam 220-1102)

(Page 523 in PDF)

Explanation: An incremental backup includes only those files and folders that have been modified since the last full or incremental backup. As files or folders are added to an incremental backup, their archive bit is turned off.

Ref: Mike Meyers’ CompTIA A+ Core 2 Certification Passport (Exam 220-1102)

(Page 543 in PDF)

Explanation: Non-malicious scripts can perform a utility or change system settings that may affect a system. For example, they may shut down a software firewall, acting potentially harmful.

Ref: Mike Meyers’ CompTIA A+ Core 2 Certification Passport (Exam 220-1102)

(Page 615 in PDF)

Explanation: End-user termination checklists are SOPs that detail the steps, privileges, and rights that must be revoked and deleted when an employee ends their employment with an organization. They are essentially the reverse of new-user setup checklists as they undo the assignments, rights, and privileges of the user.

Ref: Mike Meyers’ CompTIA A+ Core 2 Certification Passport (Exam 220-1102)

(Page 528 in PDF)

Explanation: A rollback plan or backout plan in change management is a best practice that allows for a return to pre-change conditions if the changes do not improve the situation as expected. It includes a set of actions such as backing up the OS, apps, and data before the change, using restore points or other options to capture the system state before and during the changes, creating a checklist for the changes, and determining at what point the changes should be rolled back if they do not meet expectations.

Ref: Mike Meyers’ CompTIA A+ Core 2 Certification Passport (Exam 220-1102)

(Page 534 in PDF)

Explanation: The integrity and preservation of data in a security incident matter because they can provide evidence of the incident that can be presented in court. Data is used to analyze the incident, prove culpability, and ensure justice.

Ref: Mike Meyers’ CompTIA A+ Core 2 Certification Passport (Exam 220-1102)

(Page 581 in PDF)

Explanation: Wearing clothes made from natural fibers and grounding yourself on the metal chassis of the computer case are both recommended practices to prevent ESD damage.

Ref: Mike Meyers’ CompTIA A+ Core 2 Certification Passport (Exam 220-1102)

(Page 560 in PDF)

Explanation: The ’Problem’ category in a ticketing system is dedicated to record incidents that need further investigation. These tickets are necessarily generated by the support staff.

Ref: Mike Meyers’ CompTIA A+ Core 2 Certification Passport (Exam 220-1102)

(Page 518 in PDF)

Explanation: Digital Rights Management (DRM) is a proprietary technology used to protect the rights of copyright holders by monitoring access to copyrighted objects (such as documents, audio and video recordings, and other forms of intellectual property) and preventing unauthorized use or modification of the protected materials.

Ref: Mike Meyers’ CompTIA A+ Core 2 Certification Passport (Exam 220-1102)

(Page 586 in PDF)

Explanation: A differential backup does not reset the archive bit unlike full and incremental backups. This means that it will continue to back up files that have been modified or created since the last full backup even if they have already been backed up previously. It will continue to do this until a new full backup is created.

Ref: Mike Meyers’ CompTIA A+ Core 2 Certification Passport (Exam 220-1102)

(Page 542 in PDF)

Explanation: Surge suppression relies on having a working ground where excess power (in the form of power surges) can be safely sent. A proper grounding is crucial to maintain system safety and functionality.

Ref: Mike Meyers’ CompTIA A+ Core 2 Certification Passport (Exam 220-1102)

(Page 555 in PDF)

Explanation: In a full backup, all the data from a storage device is included, meaning the backup size (unless compressed or encrypted) is equivalent to the source data’s size. A full backup also switches off the archive bit for all the files or folders included in the backup. This type of backup offers the simplest recovery process but requires the most space and time.

Ref: Mike Meyers’ CompTIA A+ Core 2 Certification Passport (Exam 220-1102)

(Page 543 in PDF)

Explanation: This is correct because the chain of custody requires meticulous documentation of every action involving the system right from when the violation was detected. This includes when and how you took control of the system.

Ref: Mike Meyers’ CompTIA A+ Core 2 Certification Passport (Exam 220-1102)

(Page 579 in PDF)

Explanation: In a Windows script, drive mappings or re-mappings are done using the ’net use’ command or ’New-PSDrive’ PowerShell command, depending on the specific needs of the system’s operation at the time.

Ref: Mike Meyers’ CompTIA A+ Core 2 Certification Passport (Exam 220-1102)

(Page 611 in PDF)

Explanation: The electrostatic discharge (ESD) can harm computer components or circuits with only 10 volts.

Ref: Mike Meyers’ CompTIA A+ Core 2 Certification Passport (Exam 220-1102)

(Page 559 in PDF)

Explanation: Synthetic materials are often prone to static electricity build-up, which can then be disrupted or discharged when coming into contact with certain other materials – in this case, sensitive electronics. This can cause ESD damage to the electronic components of a computer.

Ref: Mike Meyers’ CompTIA A+ Core 2 Certification Passport (Exam 220-1102)

(Page 560 in PDF)

Explanation: Once a software license expires, the license agreement terms usually require it to be uninstalled immediately. If it is not uninstalled, the software becomes unusable or its use is limited to a small number of devices.

Ref: Mike Meyers’ CompTIA A+ Core 2 Certification Passport (Exam 220-1102)

(Page 584 in PDF)

Explanation: In the context of Remote Desktop Protocol (RDP), the system providing access to its desktop is described as a ’server’. The server here hosts the GUI and provides the mechanisms for a remote ’client’ to interact with it. The client, in this case, is the connecting system.

Ref: Mike Meyers’ CompTIA A+ Core 2 Certification Passport (Exam 220-1102)

(Page 620 in PDF)

Explanation: The .bat file extension is used by the simple scripting language originally developed for MS-DOS and is still used from the command prompt in Windows. It can run commands in sequence, display each command as it runs, and include remarks that explain the purpose of the file.

Ref: Mike Meyers’ CompTIA A+ Core 2 Certification Passport (Exam 220-1102)

(Page 601 in PDF)

Explanation: The way a technician presents themselves, including how they dress and speak, can greatly influence a client’s perception of their professionalism. A neat and orderly appearance can inspire confidence in the technician’s skills, while an unkempt appearance may make a client question their competence.

Ref: Mike Meyers’ CompTIA A+ Core 2 Certification Passport (Exam 220-1102)

(Page 592 in PDF)

Explanation: The ’Provisioning’ category in a ticketing system generally includes tasks such as setting up new user accounts, installing and setting up new hardware or software, and other routine tasks.

Ref: Mike Meyers’ CompTIA A+ Core 2 Certification Passport (Exam 220-1102)

(Page 518 in PDF)

Explanation: The passage states that Windows, iOS, macOS, and Android operating systems and apps are typically closed source software that require a commercial license. This means they are not freely available for modification or distribution, unlike open source software.

Ref: Mike Meyers’ CompTIA A+ Core 2 Certification Passport (Exam 220-1102)

(Page 585 in PDF)

Explanation: To ensure continuous uptime and electrical power availability even in the event of power surges or brownouts, best practices suggest installing quality uninterruptable power supply (UPS) units. All servers and internetworking devices should be connected to a UPS.

Ref: Mike Meyers’ CompTIA A+ Core 2 Certification Passport (Exam 220-1102)

(Page 555 in PDF)

Explanation: An Electrostatic Discharge (ESD) Strap, also known as an antistatic wrist or ankle strap, is designed to prevent the accumulation of static electricity on the user’s body by keeping the user at the same relative electrical ground level as the computer components they are working on. This helps to avoid the occurrence of ESD, which can damage sensitive electronic components.

Ref: Mike Meyers’ CompTIA A+ Core 2 Certification Passport (Exam 220-1102)

(Page 553 in PDF)

Explanation: An Integrated Development Environment (IDE), Integrated Development and Learning Environment (IDLE), or Integrated Scripting Environment (ISE) can all be used to edit and run Python scripts. These environment types facilitate the process of creating, testing, and debugging scripts.

Ref: Mike Meyers’ CompTIA A+ Core 2 Certification Passport (Exam 220-1102)

(Page 609 in PDF)

Explanation: Maintaining a list of allowed software and keeping strict control on who can install programs is an effective method for staying in compliance with software licenses as described in the passage.

Ref: Mike Meyers’ CompTIA A+ Core 2 Certification Passport (Exam 220-1102)

(Page 583 in PDF)

Explanation: The .sh file extension is used for Bash shell files, which are executable files originally used on UNIX systems and now used on Linux or macOS systems in Terminal mode. In order to run these files, they require execute permission.

Ref: Mike Meyers’ CompTIA A+ Core 2 Certification Passport (Exam 220-1102)

(Page 605 in PDF)

Explanation: A network topology diagram provides a visual guide to the hardware present on a network, and also indicates how these components are interconnected. This effectively gives a comprehensive representation of the network structure.

Ref: Mike Meyers’ CompTIA A+ Core 2 Certification Passport (Exam 220-1102)

(Page 525 in PDF)

Explanation: GDPR stands for General Data Protection Regulation. It is the European Union (EU) standard for data protection that applies to all organizations that handle the Personally Identifiable Information (PII) of EU citizens, regardless of the organization’s geographic location. It also regulates browser cookie disclosures and other types of personal data use.

Ref: Mike Meyers’ CompTIA A+ Core 2 Certification Passport (Exam 220-1102)

(Page 586 in PDF)

Explanation: As an IT technician, it is common to find oneself under a desk dealing with wiring issues, as reflected in the text.

Ref: Mike Meyers’ CompTIA A+ Core 2 Certification Passport (Exam 220-1102)

(Page 561 in PDF)

Explanation: A system backup is created to protect against the loss of the software, data, and other soft assets. This safety net can help restore the system to the point at which the backup was created, in case of a breach, catastrophe, or human error that affects the software or data of the system.

Ref: Mike Meyers’ CompTIA A+ Core 2 Certification Passport (Exam 220-1102)

(Page 542 in PDF)

Explanation: Power-handling apps mainly allow users to manage the power output to all or selected hardware on a PC. They can both increase and decrease power as well as implementing power-saving policies for automatic power management.

Ref: Mike Meyers’ CompTIA A+ Core 2 Certification Passport (Exam 220-1102)

(Page 557 in PDF)

Explanation: When dealing with customers’ confidential and private materials, it’s crucial to maintain professionalism and uphold privacy standards by not accessing or inspecting these materials. Violation of this can lead to loss of trust, credibility, and can have severe consequences such as job loss.

Ref: Mike Meyers’ CompTIA A+ Core 2 Certification Passport (Exam 220-1102)

(Page 597 in PDF)

Explanation: A VPN provides a secured tunnel for the transmissions between a host and a remote network. This tunnel is an encrypted WAN connection that routes messages through an intermediary server to maintain their security.

Ref: Mike Meyers’ CompTIA A+ Core 2 Certification Passport (Exam 220-1102)

(Page 622 in PDF)

Explanation: The purpose of an Incident Response Plan (IRP) is to specify the procedures and processes to use when responding to a security incident. It can lead to the formation of an incident response team (IRT) in larger organizations to handle all security incidents and ensure they are reported to the appropriate authorities.

Ref: Mike Meyers’ CompTIA A+ Core 2 Certification Passport (Exam 220-1102)

(Page 578 in PDF)

Explanation: For SSH implementations on Windows 10/11, two apps are available: OpenSSH client and OpenSSH server. The default TCP port used by SSH is 22.

Ref: Mike Meyers’ CompTIA A+ Core 2 Certification Passport (Exam 220-1102)

(Page 623 in PDF)

Explanation: Asset management in an information system involves multiple processes – cataloging, classifying, provisioning, maintaining, and retiring of the assets. It includes not just equipment, but also software and data.

Ref: Mike Meyers’ CompTIA A+ Core 2 Certification Passport (Exam 220-1102)

(Page 521 in PDF)

Explanation: The two primary criteria governing data retention policies are laws/regulations and the owner’s specific needs. Laws and regulations may have stipulations about how certain data should be stored and how long it should be kept, while the owner’s specific needs will often revolve around their recovery point, or the specific moment in time to which they would like to restore their data after a data loss event.

Ref: Mike Meyers’ CompTIA A+ Core 2 Certification Passport (Exam 220-1102)

(Page 547 in PDF)

Explanation: According to the given text, the first step in a defined change control or change management procedure after a change request is made, is to find out which existing documented processes, procedures, or guidelines might be affected by the proposed change.

Ref: Mike Meyers’ CompTIA A+ Core 2 Certification Passport (Exam 220-1102)

(Page 533 in PDF)

Explanation: The text points out that hardware assets such as computers, mobile devices, and telephones can be specifically assigned to one person or department. However, some assets, like servers and network devices, are shared assets that all users use.

Ref: Mike Meyers’ CompTIA A+ Core 2 Certification Passport (Exam 220-1102)

(Page 523 in PDF)

Explanation: Open-ended questions are asked to get more detail about the issue, which helps in understanding the scope and nature of the problem. It helps in narrowing down the issue.

Ref: Mike Meyers’ CompTIA A+ Core 2 Certification Passport (Exam 220-1102)

(Page 596 in PDF)

Explanation: On Linux systems, the apt-get/apt or yum command can be executed from within a Bash script to install an app as well as update it.

Ref: Mike Meyers’ CompTIA A+ Core 2 Certification Passport (Exam 220-1102)

(Page 614 in PDF)

Explanation: SSH is indeed very secure and also supports VPN connections. It uses encryption for the entire connection and supports other advanced security measures.

Ref: Mike Meyers’ CompTIA A+ Core 2 Certification Passport (Exam 220-1102)

(Page 628 in PDF)

Explanation: The documentation should ideally include other types of documents in addition to most or all of the elements mentioned before.

Ref: Mike Meyers’ CompTIA A+ Core 2 Certification Passport (Exam 220-1102)

(Page 523 in PDF)

Explanation: As per the information provided, a major change that impacts broadly on an organization is scrutinized by a committee usually referred as change advisory board or change control board. This committee comprises of management, technical experts, and impacted stakeholders.

Ref: Mike Meyers’ CompTIA A+ Core 2 Certification Passport (Exam 220-1102)

(Page 537 in PDF)

Explanation: The text stressed on the importance of being helpful towards the customer and avoiding defensive or argumentative attitudes to assure them that their problem will be solved.

Ref: Mike Meyers’ CompTIA A+ Core 2 Certification Passport (Exam 220-1102)

(Page 595 in PDF)

Explanation: Scripts, due to their need to be interpreted and not directly compiled, can potentially operate slower than compiled programs.

Ref: Mike Meyers’ CompTIA A+ Core 2 Certification Passport (Exam 220-1102)

(Page 614 in PDF)

Explanation: The text defines self-grounding as a method used to prevent the effects of Electrostatic Discharge (ESD). It is done by touching a metal surface such as the exterior of the power supply before touching any system components.

Ref: Mike Meyers’ CompTIA A+ Core 2 Certification Passport (Exam 220-1102)

(Page 555 in PDF)

Explanation: An air filtration mask is recommended to protect the wearer from inhaling dust and debris while servicing, storing, or disposing of equipment in the work area. Thus, the correct answer is ’To protect from dust and debris.’

Ref: Mike Meyers’ CompTIA A+ Core 2 Certification Passport (Exam 220-1102)

(Page 564 in PDF)

Explanation: One of the key steps in preserving the chain of custody includes documenting when and how you took control of the system. This can include the actions used such as shutting down, unplugging, and moving the system, and the tracking of its location.

Ref: Mike Meyers’ CompTIA A+ Core 2 Certification Passport (Exam 220-1102)

(Page 580 in PDF)

Explanation: The text provides that if you are running late, you must contact the customer immediately, apologize, and provide an estimated time of arrival. This is considered an essential skill for the professional tech, not only a common courtesy.

Ref: Mike Meyers’ CompTIA A+ Core 2 Certification Passport (Exam 220-1102)

(Page 594 in PDF)

Explanation: The Major level of the severity scale refers to issues or incidents that have an effect on a limited number of end users or a specific group of end users.These could also be issues concerning an in-house security event.

Ref: Mike Meyers’ CompTIA A+ Core 2 Certification Passport (Exam 220-1102)

(Page 519 in PDF)

Explanation: A ’Critical’ issue in a support ticket’s severity level is defined as those which usually affect more than a single workstation and can impact more than one end user. They might involve significant problems like a network device failure, a data breach, or the results of a disaster.

Ref: Mike Meyers’ CompTIA A+ Core 2 Certification Passport (Exam 220-1102)

(Page 518 in PDF)

Explanation: Restoring from a synthetic full backup scheme involves first restoring the last synthetic full backup, then restoring the incremental backups to reach the Recovery Point Objective (RPO). This sequence helps restore the system to the point it was before the issue that necessitated the restore occurred.

Ref: Mike Meyers’ CompTIA A+ Core 2 Certification Passport (Exam 220-1102)

(Page 546 in PDF)

Explanation: A ticketing system’s core function is to write down, track, act upon, and record the results of service support actions. This invariably includes recording and categorizing user’s service requests or reported problems.

Ref: Mike Meyers’ CompTIA A+ Core 2 Certification Passport (Exam 220-1102)

(Page 518 in PDF)

Explanation: PowerShell, indicated in the text, is the language that uses the .ps1 extension. It supports cmdlets, variables, looping and aliases. Additionally, it can be modified within its own Integrated Scripting Environment.

Ref: Mike Meyers’ CompTIA A+ Core 2 Certification Passport (Exam 220-1102)

(Page 601 in PDF)

Explanation: The Power Manager app on a macOS system enables or disables three basic power plans: Balanced, High Performance, and Power Saver.

Ref: Mike Meyers’ CompTIA A+ Core 2 Certification Passport (Exam 220-1102)

(Page 558 in PDF)

Explanation: To restore a system from a differential backup scheme, it is necessary to first restore the last reliable full backup. Afterwards, restore the differential backup taken at the recovery point designated by the RPO (Recovery Point Objective) and RTO (Recovery Time Objective) in the Disaster Recovery Plan (DRP).

Ref: Mike Meyers’ CompTIA A+ Core 2 Certification Passport (Exam 220-1102)

(Page 546 in PDF)

Explanation: The text mentions that scripts that contain one or more cmdlets or commands performing action on system resources can mishandle resources and cause inadvertent errors.

Ref: Mike Meyers’ CompTIA A+ Core 2 Certification Passport (Exam 220-1102)

(Page 615 in PDF)

Explanation: In the text, the importance of actively listening to the client is stressed. It allows a more detailed understanding of the issue, through interpreting the non-technical language of the customer. It’s not always about immediate comprehension, but taking notes to decipher what the client is trying to communicate. For instance, a customer referring to the ’CPU’ might be talking about the system unit or case, a ticking sound could indicate a dying hard drive, etc. Active listening and note taking, therefore, are crucial in understanding and troubleshooting the problem.

Ref: Mike Meyers’ CompTIA A+ Core 2 Certification Passport (Exam 220-1102)

(Page 593 in PDF)

Explanation: The .js extension is used for JavaScript scripts. JavaScript is widely used in web development and web applications, web servers and server apps, smartwatch and mobile apps, and more. It is an object-based, interpreted language that, despite its name, has no connection to the Java programming language.

Ref: Mike Meyers’ CompTIA A+ Core 2 Certification Passport (Exam 220-1102)

(Page 607 in PDF)

Explanation: The text mentions that when a customer causes a problem and you help fix it without being judgmental, it ensures that the customer will likely call you again in the future. This ensures job security.

Ref: Mike Meyers’ CompTIA A+ Core 2 Certification Passport (Exam 220-1102)

(Page 595 in PDF)

Explanation: According to the study material, maintaining a positive attitude and projecting confidence that you can solve the problem is the best approach when dealing with a difficult customer or situation in IT Support.

Ref: Mike Meyers’ CompTIA A+ Core 2 Certification Passport (Exam 220-1102)

(Page 593 in PDF)

Explanation: Expectations management involves both providing an accurate initial estimate to the customer about the time it will take to fix an issue, and keeping the customer updated on changing situations, which may include finishing before or beyond the initial estimated time.

Ref: Mike Meyers’ CompTIA A+ Core 2 Certification Passport (Exam 220-1102)

(Page 596　in

Ref: Mike Meyers’ CompTIA A+ Core 2 Certification Passport (Exam 220-1102)

(Page 560 in PDF)