Where do users log in when they join an Active Directory domain?

(domain)
To optimize Active Directory performance and allow for restoration to the point
of failure, you should place the database and log files on the same hard disk. (
false).
From where you can prevent a program to start automatically with the startup of
the system? (msconfig | Startup. - HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows
\CurrentVersion\Run)
Which events describe situations, such as when a computer is shut down or restar
ted, or some event that concerns the Security log has taken place, such as clear
ing an event log? (System Events).
What would best describe the objective of CIH (critical incident handling) proce
ss? (All mentioned aswers.)
RTPA is complementary to (RTP, MTP and BTR)
We usually distinguish 2 groups of people that work with data/information from c
onfiguration management. Which of the following are they ? (Data Owners and Data
Consumers)
As per the HP Zero Tolerance Policy, all Changes under implementation must be a
pproved. (true)
What closure code should be used when a case is closed by the 3-strike rule beca
use the Caller failed to provide requested information. (User Closure).
The config /all command checks the TCP/IP configuration on the computer. (false)
The end user should be informed about the Incident status. (Every time there is
any change to the status).
In which situations should be created a Problem ticket? Select all that apply. (
Severity 1 incident with RtOP engaged. - Re-occurring incident).
Which role is accountable for implementation and direct execution of the configu
ration management process on a day-to-day basis within a given account, in line
with global standards? (Configuration Manager).
A warm handshake is required when a Level 1 Agent transfers (a P1 Service Call t
o a Level 2 Team).
What are the benefits of maintaining Customer satisfaction? ( Increased profits
for the company - Customer loyalty).
Once you make changes to any Group Policy settings, you can force an immediate r
efresh using the gpupdate command. (true).
What is the purpose of a DNS server? (To resolve domain names to IP addresses).
Your companys Benefits department is currently under the Human Resources departm
e
nt.
The Benefits group has Modify permissions on their shared folder, which is locat
ed on the server in E:\Shared\HR\Benefits.
The HR group has Modify permissions on the HR folder E:\Shared\HR.
Your company goes through a reorganization, and Benefits no longer reports to HR
.
You are asked to move the Benefits data folder from E:\Shared\HR\Benefits to E:\
Shared\Benefits.
You remove the employees in the Benefits department from the HR group.
None of the other HR employees are members of the Benefits group.
What NTFS permissions will you need to change so that Benefits still has access
to the folder, but HR does not? (No NTFS permission changes are needed.)
Which of the following are the primary goals of Problem Management? (Prevent inc
idents and problems from reoccurring / Reduce the number of incidents and proble
ms that occur by indentifying their root causes).
What is a normal Change? (Any temporary or permanent change to the infraestructu
re with certain level of risk)
Better planning, testing, coordination and implementation of Change results is a
responsibility of: Change Supervisor
Identify the origin of incidents in the scope of CIH (critical incident handling
) process. (All mentioned answers.)
Who has ultimate accountability for the Configuration Item? (Configuration Item

owner).
Shared Delivery standards require agents to make activity updates to an Incident
case: (as the conditions of an Incident change)
Which technology is designed to provide data protection through both drive encry
ption and data integrity? BitLocker Drive Encryption (BDE)
What tool in Windows Server 2003 is useful for configuring security settings? (G
roup Policy Object Editor)
Specifying a maximum file size for Security logs which is too low for your syste
m needs, may cause a halt to the audit process itself by the operating system. (
true)
What is a Change? (The addition, modification or removal of anything that can af
fect the IT environment)
TEAMWORK is: Listening to others and giving constructive feedback if needed / Ha
ving a clear understanding of roles and tasks
What are the benefits of cultivating customer relationships? Developing a stro
nger market position / Increasing customer turnover / Sustaning a larger custome
r base
Collaboration is the process of partnering with your customers. This will also h
elp improve the reputation of your company's products and services. (True)
Some guidelines in demonstrating RESPECT for others when you communicate are lis
ted below. (Show respect for the other person's position or point of view / Pres
ent your opinion neutrally / Start with a positive statement to make communicati
on less confrontational)
20 minutes before your shift ends, a SEV2 incident arrives to your queue. What s
hould you do? (Immediately acknowledge the incident, and follow the turnover pro
cess for your team.)
Escalation Management is NOT: (A process to relieve responsibility by handing t
o others for resolution / A failure or weakness of any individual)
What is the expected behaviour of support agent (CC,TS,DTS) who attends the RtOP
call? (Proactive approach, suggest and discuss options for incident resolution
with crisis manager and other support teams.)
When to set priority P1 for a new Problem record? (Problems with real service in
terruption or directly impacting the customer.)
When Problem Record should be formally closed? (When any change has been complet
ed (and successfully reviewed), and the resolution has been applied)
The end user should be informed about the Incident status: (Every time there is
any change to the status)
Incident Case Activity updates are to include: (All of the above)
The Active Directory Users and Computers console is used to create an OU. (true)
Which events describe situations, such as when a computer is shut down or restar
ted, or some event that concerns the Security log has taken place, such as clear
ing an event log? (System Events)
Which printer permission allows a user to modify spooler settings? (Manage Print
ers).
Requests for Change (RFC) must be logged in: A central database
Post Implementation Review (PIRs) identified by Change Management can help Probl
em Management known error database. (true)
There is a specific RCA template for Problem records triggered by RtOP (true)
For which type of incident should a Critical Incident Handling (CIH) be triggere
d? (For any P1 incident happening on CI that belongs to KPE If KPE is not define
d for the customer then for any P1 incident where is a high risk or certain Cust
omer Business Impact confirmed.)
A case with an Urgency 1 - Critical and an Impact 1 - Enterprise has a Priority
equals to: (Critical)
Which statements demonstrate being open-minded and collaborative? ( What do you
t
hink we could do differently to prevent this from happening again? / Let me shar
e
with you what I know about the issue so far / Let us proactively identify the i
mprovement opportunities).

While troubleshooting a critical incident or RtOP case, what should be the next
step if you need FURTHER technical help? (Escalate the incident/RtOP to higher s
upport level / Request help from direct managers and peers).
What are the objectives of Escalation Management? (Provide order and structure t
o customer situations that cannot be solved in a timeframe acceptable to the cus
tomer / Provide clearly-defined roles and responsibilities / Provide management
engagement and communication).
In order to succeed in meeting the customer's expectation and keep the customers
anxiety level low, we need to have the same goal. How do we achieve this? (Ensur
e both the customer and HP share a common understanding of the issue. / Understa
nd the customers business needs and expectations / Agree on the criteria for suc
c
ess/closure with the customer.)
Which of the following tools and methods can help address and mitigate client sa
tisfaction issues? (All of the above)
You are in a technical resolution conference call with another 12 participants t
rying to find a solution. You have an idea to restore the service. What should y
ou do? (Present your idea with reasoning at the earliest opportunity )
Which of these statements define a failed change? The change was rescheduled
Which OSI layer do the following communicating devices share? Switch, Ethernet C
ard. (Physical layer)
Snort has been used to capture packets on the network. On studying the packets,
the SysAdmin finds it to be abnormal.
If you were the SysAdmin, why would you find this abnormal? (Note: The candidate
is being tested on concepts learnt during passive OS fingerprinting, basic TCP/
IP connection concepts and the ability to read packet signatures from sniff dump
)
05/20-17:0645.061034 192.160.13.4:31337 --> 172.16.1.101:1
TCP TTL:44 TOS:0x10 ID:242
***FRP** Seq:0xA1D95 Ack:0x53 Win: 0x400
What is suspicious about this attack? (This is BackOrifice activity as the scan
comes from port 31337 )
A user has locked his account (again!) and you need to unlock it so he can conti
nue working normally. Which of the following is a possible way to unlock a user
account? (All of above).
Sticky note with a password kept on sight in the user's cubicle would be a viola
tion of which of the following policies? (Clean desk policy)
Active Directory: (All of the above).
Active Directory Users and Computers can be used to raise the domain functional
level. (true).
Which group is used for nonsecurity-related functions, such as sending email mes
sages to a collection of users? (Distribution)
By default, Active Directory assigns the domain-wide operations master roles to
the: (first domain controller in the domain)
Software that performs unwanted and harmful actions in disguise of a legitimate
and useful program is also referred to as: Trojan horse
When you enable a personal firewall what is typically the default rule applied?
Allow all traffic
Which of the following are insights for collaboration in the workplace? Collabor
ation is essential for organizational change./ Diversity is crucial. / Trust is
the glue.
What are the strategies to improve the persuasiveness of your communication? (Ex
press yourself clearly and directly / Back up your argument with compelling info
rmation / Show the benefits of agreeing with your idea)
An incident was created with non-impacting severity and assigned to HP platform
support team. But per findings, the entire system was down and the incident shou
ld be marked as Sev1. How will you raise the urgency of this incident so it gets
the attention at the appropriate level considering its impact to the business?
( Inform the account's delivery manager to have this escalated)

A platform support team receives a P4 (Priority 4) ticket from a business critic

al server. The ticket should be classified as P2. The client complained indicati
ng lack of responsiveness from the support team. What corrective actions should
be implemented to prevent this from happening again? (Contact the technical owne
r of the server to validate the alert settings against the criticality of the se
rver. / Inform the account team and request to take action / Validate and correc
t the criticality and priority settings of the server in both workflow tool and
CMDB (i.e. ESL, ADMS).)
For ITO services, Elevation is defined as: Standard process of engaging higher l
evel technical resources (e.g., elevation from Support Level 1 to Support Level
2)
You are in a bridge call trying to resolve a priority issue. One of the HP teams
that is supporting the infrastructure is not able to access the system.
You are logged in and you have the same granted access level of the other team.
What should you do? (Start an HP Virtual Room session with all the relevant cal
l participants and follow the instructions of the SME that was facing technical
issues).
Which of the following is Not the core factor to consider when evaluating a cust
omer's critical situation and current circumstances ? (Who the key decision-make
r to verify the normal operation is)
Some guidelines in demonstrating RESPECT for others when you communicate are lis
ted below. (Show respect for the other person's position or point of view / Pres
ent your opinion neutrally / Start with a positive statement to make communicati
on less confrontational)
What is the expected behaviour of support agent (CC,TS,DTS) who attends the RtOP
call? (Proactive approach, suggest and discuss options for incident resolution
with crisis manager and other support teams.)
Which of the following are the primary goals of Problem Management? (Prevent inc
idents and problems from reoccurring. / Reduce the number of incidents and probl
ems that occur by indentifying their root causes. )
The goal of _____________________ Management is Root Cause Analysis (Problem)
Which of the below conditions would mean that the change is failed? (The change
was backed out)
Problem Owner must assign Problem ticket with priority P1 or P2 to Root Cause Ow
ner (RCO) within: (1 business day)
What is a normal Change? Any temporary or permanent change to the infraestructur
e with certain level of risk
We usually distinguish 2 groups of people that work with data/information from c
onfiguration management. Which of the following are they ? (Data Owners and Data
Consumers)
How and where is RTPA requested? (Triggered by the RTPA Requestor via logging a
new request on the RTPA SharePoint)
Which of the following does the Biometrics use to establish user identity? Finge
r print and Retinal Scan
Which group is used for nonsecurity-related functions, such as sending email mes
sages to a collection of users? Distribution
Once you make changes to any Group Policy settings, you can force an immediate r
efresh using the gpupdate command. True
Sticky note with a password kept on sight in the user's cubicle would be a viola
tion of which of the following policies? Clean desk policy
Which of the following is the most common attack faced by the DES algorithm? Bru
te force attack
A user in the Marketing department calls you and complains that he cannot access
the files in the Marketing share on the network from his Windows 2000 computer.
You look at his account and find that he was not added to the Marketing group w
hen he transferred to the department. You add him to the Marketing group and tel
l him he should be able to access the folder. He calls back five minutes later c
omplaining that he still cannot access the folder. What is the MOST LIKELY caus
e of the problem? The user has not logged off / logged on since the last time h
e called.

The keys are measured by bytes. False

What should be avoided while talking with a customer over the phone? Interruptin
g the other party. / Changing the topic of the discussion as you are not comfor
table with the current subject
What are the triggers for a management review and escalation? System instability
, repeat or multiple related failures / Situation cannot be resolved by the curr
ent action plan within a time acceptable to the customer and no workaround or al
ternative solution can be found / Customer requests escalation.
Which of the following causes the biggest client dissatisfaction? Not communicat
ing and following up on P1 incident resolution progress.
The customer is requesting for an explanation of a mistake that you made. What i
s the BEST response to give? We acknowledge that a mistake was made. Here is our
plan to resolve the resulting issues
To be an EFFECTIVE, ASSERTIVE communicator, you should: Be honest and straightfo
rward. / Watch out for vague or presumptuous statements. / Avoid introducing opi
nions using negative wording (ie. I think that...)
You are in a technical resolution conference call with another 12 participants t
rying to find a solution. You have an idea to restore the service. What should y
ou do? Present your idea with reasoning at the earliest opportunity
We can show our customers a sense of urgency through all EXCEPT which of the fol
lowing? Focusing on meetings and documentation
Which of the following would best fit for the Critical Incident Handling objecti
ve? Ensure effectiveness of the Service restoration./ Deep tracking for later an
alysis./ Minimize impact to customers.
Proactive Problem Analysis could utilize data from various sources (including: I
ncident data, Configuration Item data, Event data, historical data, etc.) to ide
ntify potential issues. (true)
What best represents CI relationships? It provides relationships regarding criti
cal dependencies, backup and recovery points of CIs
Following Global Standard process, Problem records with Priority 1 need to have
Root Cause Identified within...? 5 days
What is the main purpose of the RTPA Process? To ensure the centers are ready to
provide the expected level of support before the CIs move to production
What option best describes an Incident Management action: Restore system's avail
ability as soon as possible
One Goal of Change Management is: Provide stability of IT environment
Which of the following can be termed as the Denial of Service Attack? Your Web s
erver has gone into a loop trying to service a client request
Which OSI layer do the following communicating devices share? Switch, Ethernet C
ard. Datalink layer
Which of the following is required by the cipher when it is important to maintai
n a message as a secret? Generate several cipher text
You need to renew your companys certificate for its public web server. When shou
l
d you renew the certificate? Thirty days before expiry
What does UPN stand for? User Principal Name
When you connect to a secure HTTPS web page, which of the following actions is p
erformed first? A digital certificate establishes the web site identity to the b
rowser.
User and computer settings that apply to a specific group of users within a site
, a domain, or an OU on the network are defined as: Group policies.
Which of the following is NOT a feature in the Active Directory Migration Tool (
ADMT)? Export the schema to a LDIF file.
A user has locked his account (again!) and you need to unlock it so he can conti
nue working normally. Which of the following is a possible way to unlock a user
account? VBScript / Command Line / Windows PowerShell