IT Essentials- (Version 8.0) Chapter 14
Exam Answers ITE v8.0 Questions and
Answers.
. What is a reason to escalate a problem from a level one technician to a level two technician? -
Answer when drivers, applications, or operating systems need to be installed
A programmer used an operator to compare values within a program and the resulting logical
data type was "false". Which test condition would have provided the result of "false"? - Answer
8 != 8
What should a level two technician do immediately after receiving an escalated work order from
a level one technician? - Answer Call the customer back to ask any additional questions and
resolve the problem.
A worker in the records department of a hospital in the United States accidentally sends a
patient's medical record to a printer in another department. When the worker arrives at the
printer, the patient record printout is missing. Which two types of compliance standards best
match the breach of confidentiality? (Choose two.) - Answer PHI
ePHI
A support desk trainer is teaching a new support desk technician some basic rules about
starting a conversation with a customer. Which statement describes the rules the trainer should
be teaching? - Answer Learn the name of the customer and create a connection with the
customer. Next ask questions that assess the knowledge level of the customer.
What is the definition of cyber law? - Answer the collection of international, country, and
local laws that affect computer security professionals
A customer is angry and calls to complain that the service scheduled on the computer took
longer than expected. The technician reviews the work order and notices that the service was
performed by a new employee. How should the technician respond? - Answer Listen to the
complaint and then apologize for any inconvenience caused by the lengthy service on the
computer.
Which change management process component is concerned with the cost and resources
necessary for implementation? - Answer assessment
What is a characteristic of the open source license of an application software? - Answer It
allows users to modify and share the source code.
Exam Answers ITE v8.0 Questions and
Answers.
. What is a reason to escalate a problem from a level one technician to a level two technician? -
Answer when drivers, applications, or operating systems need to be installed
A programmer used an operator to compare values within a program and the resulting logical
data type was "false". Which test condition would have provided the result of "false"? - Answer
8 != 8
What should a level two technician do immediately after receiving an escalated work order from
a level one technician? - Answer Call the customer back to ask any additional questions and
resolve the problem.
A worker in the records department of a hospital in the United States accidentally sends a
patient's medical record to a printer in another department. When the worker arrives at the
printer, the patient record printout is missing. Which two types of compliance standards best
match the breach of confidentiality? (Choose two.) - Answer PHI
ePHI
A support desk trainer is teaching a new support desk technician some basic rules about
starting a conversation with a customer. Which statement describes the rules the trainer should
be teaching? - Answer Learn the name of the customer and create a connection with the
customer. Next ask questions that assess the knowledge level of the customer.
What is the definition of cyber law? - Answer the collection of international, country, and
local laws that affect computer security professionals
A customer is angry and calls to complain that the service scheduled on the computer took
longer than expected. The technician reviews the work order and notices that the service was
performed by a new employee. How should the technician respond? - Answer Listen to the
complaint and then apologize for any inconvenience caused by the lengthy service on the
computer.
Which change management process component is concerned with the cost and resources
necessary for implementation? - Answer assessment
What is a characteristic of the open source license of an application software? - Answer It
allows users to modify and share the source code.
