220-1102 Practice Test 38 — 15 Questions

Question 1

A customer complains that their computer emits a strong chemical smell and is unusually hot. After inspection, you find the power supply is failing and leaking a brown, oily substance. How should you handle the power supply disposal?

Accepted Answer

Put the power supply in an anti-static bag, seal it, and label it as hazardous e-waste.. Option B is correct because a failing power supply leaking a brown, oily substance (typically from swollen or ruptured capacitors) is classified as hazardous e-waste due to toxic materials like lead, cadmium, and electrolyte fluids. Placing it in an anti-static bag prevents short circuits during transport, and labeling it as hazardous ensures proper disposal per environmental regulations such as the Resource Conservation and Recovery Act (RCRA) or local e-waste directives.

Answer

Place the power supply in a standard trash bag and throw it in the dumpster.

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Clean the power supply with isopropyl alcohol and then recycle it normally.

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Disassemble the power supply to remove the leaking capacitor and then dispose of the rest.

Question 2

A technician is decommissioning a server room and finds several old cathode ray tube (CRT) monitors that still work. The company wants to dispose of them responsibly. What should the technician do?

Accepted Answer

Contact a certified CRT recycler for pickup and recycling.. CRT monitors contain leaded glass and other hazardous materials (e.g., phosphors, barium) that are classified as universal waste under the Resource Conservation and Recovery Act (RCRA). Disposing of them in a dumpster or donating them for non-certified reuse can violate environmental regulations. A certified CRT recycler ensures the monitors are dismantled safely, with leaded glass separated and recycled in compliance with EPA guidelines.

Answer

Sell the monitors to a local thrift store for reuse.

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Break the glass tubes to reduce volume and then place them in a dumpster.

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Donate the monitors to a school art department for projects.

Question 3

A user complains that their laptop battery drains quickly and the device gets very hot. The battery is a lithium-ion type and is three years old. What is the most environmentally responsible recommendation?

Accepted Answer

Replace the battery with a compatible model and recycle the old battery at a certified e-waste facility.. Option C is correct because it directly addresses the user's complaint (battery degradation causing heat and poor runtime) while ensuring responsible disposal of the hazardous lithium-ion battery. Recycling at a certified e-waste facility prevents toxic materials from entering landfills and allows recovery of valuable metals, aligning with environmental best practices.

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Replace the entire laptop with a new Energy Star model.

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Remove the battery and run the laptop only on AC power.

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Continue using the laptop until the battery fails completely.

Question 4

A security incident occurred when an employee disposed of a hard drive by throwing it in the trash. The hard drive contained unencrypted customer data. Which two practices should have been followed to prevent this environmental and security breach? (Choose two.)

Accepted Answer

Degauss the hard drive before disposal.. Option A is correct because degaussing a hard drive uses a strong magnetic field to disrupt the magnetic domains on the platters, rendering the data permanently unrecoverable. This is a NIST SP 800-88 approved method for sanitizing magnetic media and ensures that unencrypted customer data cannot be retrieved after disposal.

Answer

Perform a quick format of the drive before disposal.

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Delete the files and empty the Recycle Bin.

Question 5

A technician is tasked with setting up power management on 50 company workstations to reduce energy consumption. Users must be able to save work before the computer sleeps. Which power setting should be configured?

Accepted Answer

Set the computer to sleep after 30 minutes of inactivity.. Option B is correct because setting the computer to sleep after 30 minutes of inactivity allows users to save their work before the system enters a low-power state. Sleep keeps the system state in RAM, enabling a quick resume, while still reducing energy consumption. This balances power savings with user control, as the user can manually trigger sleep after saving work.

Answer

Set the computer to hibernate after 15 minutes of inactivity.

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Disable all power-saving features to ensure maximum performance.

Answer

Set the monitor to turn off after 5 minutes but keep the computer on.

Question 6

A technician is configuring power settings for a server room that houses critical equipment. The UPS battery backup needs to be tested monthly. What is the most environmentally sound way to conduct the test?

Accepted Answer

Use the UPS management software to run a self-test that checks battery health without full discharge.. Option B is correct because using UPS management software to run a self-test checks battery health without a full discharge, which conserves battery cycle life and avoids unnecessary waste. This method typically performs a brief impedance or load test that verifies the battery's ability to hold a charge without stressing it, aligning with environmental best practices by reducing battery replacement frequency and energy consumption.

Answer

Unplug the server from the UPS to simulate a power failure.

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Disconnect the UPS from mains power and let the battery drain completely.

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Replace the UPS battery every month to avoid testing.

Question 7

A customer reports that their workstation is running slowly after a recent group policy update. The change log indicates the update added new security settings. What is the most appropriate documentation step for the technician to take after resolving the issue?

Accepted Answer

Note the resolution in the change log and close the ticket.. Option A is correct because, after resolving the issue, the technician must document the resolution in the change log to maintain an accurate audit trail of changes and their outcomes. This aligns with change management best practices, ensuring that future technicians can see what was done to fix the problem and avoid repeating the same troubleshooting steps. Closing the ticket after documenting the resolution completes the incident management lifecycle.

Answer

Delete the change log entry to avoid confusion.

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Send an email to the user explaining the fix.

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Create a new change request to revert the group policy.

Question 8

During a desktop computer deployment, a technician needs to dispose of several used toner cartridges. What is the most environmentally responsible method?

Accepted Answer

Recycle them through a certified e-waste recycler or manufacturer take-back program.. Option B is correct because toner cartridges contain plastic, metal, and residual toner powder, which are hazardous to the environment if landfilled. Certified e-waste recyclers or manufacturer take-back programs ensure proper disassembly, material recovery, and safe disposal of toxic components, complying with regulations like the EPA's Resource Conservation and Recovery Act (RCRA). This method minimizes environmental harm and supports circular economy principles.

Answer

Throw them in the regular trash since they are mostly plastic.

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Burn them in an incinerator to generate energy.

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Sell them to a scrap metal dealer.

Question 9

A technician is tasked with replacing a failed power supply in a desktop computer. The old power supply is labeled with a RoHS compliance mark. How should the technician handle the old unit?

Accepted Answer

Return it to the manufacturer for recycling or dispose of it through a certified e-waste recycler.. The RoHS (Restriction of Hazardous Substances) compliance mark indicates the power supply was manufactured without certain hazardous materials, but it does not make the unit non-hazardous for disposal. Electronic waste (e-waste) like power supplies still contains materials such as lead solder, capacitors, and other components that require proper handling. The correct procedure is to return it to the manufacturer for recycling or dispose of it through a certified e-waste recycler to comply with environmental regulations and avoid legal penalties.

Answer

Place it in the regular trash because RoHS means it's non-hazardous.

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Sell it as scrap metal.

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Store it indefinitely in case it is needed later.

Question 10

A technician is decommissioning a server that contains a lithium-ion battery backup module. The battery is not swollen but is several years old. What is the proper disposal procedure?

Accepted Answer

Discharge the battery using a proper load, then recycle it through a certified lithium battery recycler.. Option C is correct because lithium-ion batteries, even if not visibly swollen, degrade over time and can still pose a fire or chemical hazard if improperly disposed. The proper procedure is to safely discharge the battery using a certified load to remove residual energy, then recycle it through a certified lithium battery recycler to comply with environmental regulations and safety standards.

Answer

Remove the battery and place it in the regular trash since it is not swollen.

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Short the terminals to fully discharge the battery before disposal.

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Store the battery in a metal container and return it to the manufacturer for disposal.

Question 11

A help desk technician receives a complaint that a shared network printer is no longer accessible after a scheduled firmware update was applied to the print server last night. The change was documented but no rollback plan was included. What should the technician do first?

Accepted Answer

Restore the print server to its previous firmware version.. Option B is correct because the scheduled firmware update directly caused the printer to become inaccessible, and without a documented rollback plan, reverting to the previous firmware version is the safest and most immediate way to restore service. This aligns with change management best practices, which prioritize backing out a failed change before troubleshooting further, as the root cause is clearly the firmware update.

Answer

Reboot the print server to clear any temporary errors.

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Submit a new change request to update the firmware again.

Answer

Disable the printer in Active Directory and re-add it.

Question 12

A customer calls the help desk complaining that their printer no longer works after a technician installed a security update on their computer. The technician checks the documentation and finds no record of the update being installed. What is the most likely cause of the missing documentation?

Accepted Answer

The security update was applied automatically by Windows Update.. The most likely cause is that the security update was applied automatically by Windows Update. In many corporate environments, Windows Update is configured to install critical patches automatically without requiring manual intervention or logging in the technician's change documentation. This explains why the technician found no record of the update, even though it was installed and caused the printer driver to stop functioning.

Answer

The printer driver was corrupted by a virus.

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The technician forgot to save the change log before leaving for the day.

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The customer accidentally deleted the update history.

Question 13

During a routine security audit, a technician discovers that a server was patched out of the approved maintenance window. The patch was applied by a junior admin who was not authorized. What is the most important step to include in the incident documentation?

Accepted Answer

The reason the patch was applied outside the maintenance window.. The most important step in incident documentation is to capture the reason the patch was applied outside the approved maintenance window. This directly addresses the root cause of the unauthorized change, which is critical for post-incident review, process improvement, and preventing recurrence. Without the reason, the documentation fails to support a meaningful root cause analysis (RCA) and corrective action planning.

Answer

The name of the junior admin who applied the patch.

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The exact time the patch was applied.

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The patch's version number and source.

Question 14

A small business is deploying a new accounting application across five workstations. The IT lead creates a detailed change request that includes the purpose, scope, risk assessment, and rollback plan. Which document should the IT lead update immediately after the deployment is successfully completed?

Accepted Answer

The change request form. The change request form is the central document that tracks the entire lifecycle of a change, including planning, approval, implementation, and post-implementation review. Once the deployment is successfully completed, the IT lead must update the change request form to mark it as 'Closed' or 'Completed,' documenting the actual outcome, any deviations, and the final status. This ensures an accurate audit trail for compliance and future troubleshooting, as required by ITIL-based change management processes.

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The firewall configuration log

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The employee handbook

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The backup verification checklist

Question 15

A technician is preparing to replace a failed hard drive in a server that hosts a critical database. The change requires a planned downtime of two hours. Which documentation must the technician review before proceeding?

Accepted Answer

The approved change request and the backout plan.. Option B is correct because before performing any hardware replacement that requires planned downtime, the technician must review the approved change request to confirm the change has been authorized and to understand the scope, risk, and implementation steps. The backout plan is equally critical as it provides the documented steps to revert the server to its previous state if the replacement fails, ensuring database integrity and minimizing extended downtime. This aligns with ITIL change management best practices and CompTIA A+ 220-1202 objectives for documentation review during hardware maintenance.

Answer

The server's warranty information.

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The network topology diagram.

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The employee handbook.