Information Technology
15 free questions with worked answers, and 190 more in the full bank.
Free questions
A user submits a ticket stating their screen is completely black, but the computer fan is spinning. What is the FIRST troubleshooting step?
1 mark · Easy
A help desk technician receives a "Blue Screen of Death" (BSOD) error indicating "PAGE_FAULT_IN_NONPAGED_AREA". What is the most likely hardware culprit?
3 marks · Medium
An employee reports that a local network printer is printing garbled text instead of the actual document. What is the most probable cause?
3 marks · Medium
A user’s laptop connects to the Wi-Fi but shows "No Internet Access". The IP address assigned is 169.254.x.x. What does this indicate?
4 marks · Hard
A tier-1 agent cannot resolve a complex database connectivity issue after 30 minutes of troubleshooting. What is the proper ITIL procedure?
1 mark · Easy
A user complains of application crashes immediately after installing a new Windows update. What is the fastest way to restore functionality?
3 marks · Medium
A remote user needs software installed, requiring administrative privileges. What Windows tool allows the IT agent to take control of their screen and input credentials?
1 mark · Easy
A user can log into their Windows PC but cannot access a department shared folder. Permissions are granted via AD groups. What is the most likely reason?
3 marks · Medium
Group Policy Objects (GPOs) are applied in a specific order. According to the LSDOU model, which policy is applied LAST and has the highest precedence?
4 marks · Hard
A technician is setting up a new PC and joins it to the company domain. What primary advantage does a Domain have over a Workgroup?
1 mark · Easy
An admin deletes a user account by mistake. After recreating the exact same username, the user still cannot access their previous files. Why?
3 marks · Medium
Which AD component acts as a container to organize users, groups, and computers, and allows for GPO delegation?
1 mark · Easy
A user is locked out of their workstation. Which AD snap-in tool is primarily used by help desk to unlock accounts and reset passwords?
3 marks · Medium
An administrator forces a Group Policy update on a client PC by running `gpupdate /force`. Which command verifies what policies are actually applied to the user and PC?
4 marks · Hard
Multiple users need to send and receive email from a generic address (e.g., support@company.com) without consuming an extra license. What Exchange Online feature should be used?
3 marks · Medium
More Information Technology questions (page 2 of 4)
Answers and explanations are in the full bank.
- During routine technical work, which statement about version control should guide the technician? · 3 marks
- During routine technical work, which statement about DNS should guide the technician? · 3 marks
- During routine technical work, which statement about HTTP should guide the technician? · 3 marks
- During routine technical work, which statement about TLS should guide the technician? · 3 marks
- During routine technical work, which statement about a software container should guide the technician? · 3 marks
- During routine technical work, which statement about a virtual machine should guide the technician? · 3 marks
- During routine technical work, which statement about RAID 1 should guide the technician? · 3 marks
- During routine technical work, which statement about an uninterruptible power supply should guide the technician? · 3 marks
- During routine technical work, which statement about change management should guide the technician? · 3 marks
- During routine technical work, which statement about a help-desk ticket should guide the technician? · 3 marks
- During routine technical work, which statement about a service-level agreement should guide the technician? · 3 marks
- Which term describes the controlled process for approving and recording system changes? · 3 marks
- In information technology, what is Change management? · 3 marks
- In information technology, what is Incident? · 3 marks
- In information technology, what is RPO? · 3 marks
- Which term describes the system translating domain names into IP addresses? · 3 marks
- In information technology, what is Asset register? · 3 marks
- In information technology, what is RTO? · 3 marks
- Which term describes the target time within which a service must be restored? · 3 marks
- Which term describes an agreement defining the service level a provider commits to? · 3 marks
- Which term describes an unplanned interruption or reduction in quality of a service? · 3 marks
- Which term describes the underlying cause of one or more incidents? · 3 marks
- Which term describes a record of the organisation’s equipment and its details? · 3 marks
- In information technology, what is Problem? · 3 marks
- Which term describes the maximum data loss, in time, that a recovery plan accepts? · 3 marks
- In information technology, what is SLA? · 3 marks
- In information technology, what is DHCP? · 3 marks
- Which term describes a copy of data kept so it can be restored after loss? · 3 marks
- In information technology, what is Backup? · 3 marks
- In information technology, what is DNS? · 3 marks
- Which term describes the protocol that automatically assigns IP configuration to clients? · 3 marks
- NIDA requires a server to survive the failure of any single drive without data loss. Which RAID level provides this? · 3 marks
- Which RAID level provides usable capacity equal to the sum of the disks minus one disk, while tolerating a single drive failure? · 4 marks
- A database server requires lower latency than capacity for read-heavy transactional work. Which storage configuration best suits this requirement? · 3 marks
- NIDA must protect network equipment during a mains failure long enough for an orderly shutdown. Which UPS characteristic must be sized correctly to achieve that? · 4 marks
- Which ports and protocols does a directory service use for plain and encrypted queries? · 1 mark
- NIDA must apply a security configuration that disables removable storage only for the Finance department. Which directory object should receive the configuration? · 3 marks
- NIDA wants to allow helpdesk staff to reset passwords but not to create user accounts or change group membership. Which approach enforces this precisely? · 4 marks
- Which authentication protocol is preferred over NTLM for domain logon because it uses tickets and timestamps rather than challenge response to an authentication server? · 3 marks
- Why must a directory service depend on a correctly configured DNS service? · 3 marks
- NIDA requires that password reuse is limited and accounts lock after repeated failures. Where should this policy be configured so it applies to every domain user? · 3 marks
- A department must be able to manage its own printers and shared folders without being able to alter the servers themselves. Which design provides this? · 4 marks
- A user reports they cannot reach the domain controller after a network change. Which record type would a client query to locate a domain controller by service? · 4 marks
- Which protocol and port does the server to server transfer of email use, and which port does a client retrieve mail from with IMAP? · 1 mark
- Which email security record publishes the IP addresses that are authorised to send mail for a domain? · 3 marks
- A user receives an email appearing to be from the director asking for an urgent wire transfer. Which defence most directly stops this style of attack? · 3 marks
- A monthly LAN/WAN report is due and the supervisor needs one defensible measure of network health. Which metric is most appropriate? · 3 marks
- NIDA owes a partner institution 99.9 percent availability over a month. What is the maximum permitted downtime in that month? · 1 mark
- A configuration change is required on a production switch outside working hours. What must exist before the change is applied? · 3 marks
- NIDA is finalising a contract with a subcontracted technician for network maintenance. Which term is most important for ensuring the institution is not exposed when work is substandard? · 3 marks
- A vendor has delivered routers, but two units arrived with the wrong licence terms and one arrives physically damaged. What is the correct action at goods received inspection? · 3 marks
- NIDA periodically reviews the quality of service delivered by a maintenance contractor. Which evidence provides the strongest basis for that review? · 4 marks
- Mean time to restore and mean time between failures are reported every quarter. Which statement correctly interprets a falling mean time between failures? · 4 marks
- NIDA needs to know every device, its configuration, its owner and its dependencies. Which ITIL artefact records this authoritative picture? · 3 marks
- A switch has been in service for eight years, fails its vendor support status, and repeatedly exceeds repair cost. Which lifecycle classification does it belong in for the annual report? · 3 marks
- A network disaster recovery plan is being tested after a data centre outage. Which measure best demonstrates that the plan achieves its stated recovery objectives? · 3 marks
- A certification question asks about CSS. Which answer is correct? · 1 mark
- In ITIL terms, what is the difference between an incident and a problem? · 1 mark
- Which ITIL component advises on the approval and risk assessment of changes before they are implemented? · 3 marks
- An emergency change is required to restore a critical service out of hours. What distinguishes it from a standard change? · 3 marks