Try 10 focused CompTIA A+ 220-1202 questions on Operational Procedures, with explanations, then continue with IT Mastery.
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| Field | Detail |
|---|---|
| Exam route | CompTIA A+ 220-1202 |
| Topic area | Operational Procedures |
| Blueprint weight | 22% |
| Page purpose | Focused sample questions before returning to mixed practice |
Use this page to isolate Operational Procedures for CompTIA A+ 220-1202. Work through the 10 questions first, then review the explanations and return to mixed practice in IT Mastery.
| Pass | What to do | What to record |
|---|---|---|
| First attempt | Answer without checking the explanation first. | The fact, rule, calculation, or judgment point that controlled your answer. |
| Review | Read the explanation even when you were correct. | Why the best answer is stronger than the closest distractor. |
| Repair | Repeat only missed or uncertain items after a short break. | The pattern behind misses, not the answer letter. |
| Transfer | Return to mixed practice once the topic feels stable. | Whether the same skill holds up when the topic is no longer obvious. |
Blueprint context: 22% of the practice outline. A focused topic score can overstate readiness if you recognize the pattern too quickly, so use it as repair work before timed mixed sets.
These questions are original IT Mastery practice items aligned to this topic area. They are designed for self-assessment and are not official exam questions.
Topic: Operational Procedures
A help-desk technician needs to provide remote support to a user who reports an issue with a Windows 11 laptop. The company policy requires getting authorization, clearly informing the user when remote access starts and ends, and documenting the session in the ticket. Which of the following actions should the technician NOT take?
Options:
A. Ask the user to stay on the phone or chat while the session is active, request that they close any personal documents or websites, and narrate key changes as they are made.
B. Call the user first, explain that a remote session will allow the technician to control the screen, ask for permission to proceed, and then begin the session.
C. Start the remote session immediately using stored administrator credentials without contacting the user, fix the issue silently, and close the ticket without adding any session notes.
D. Ensure the support ticket has been approved according to policy, perform the remote work, and record start/end times and actions taken in the ticket before closing it.
Best answer: C
Explanation: Remote access is powerful and must be handled carefully. Good organizational practice requires three main things: explicit authorization to work on the device, clear communication with the user (including telling them when you connect and disconnect), and proper documentation of what was done.
Silently connecting to a user device with elevated credentials, without their knowledge, and then failing to log any actions taken violates both security and professionalism. It bypasses the authorization and transparency requirements and leaves no record for future troubleshooting or audits.
By contrast, contacting the user, explaining what remote access involves, confirming approval in the ticket system, asking the user to close personal content, and documenting the session are all examples of correct, policy-aligned behavior for an entry-level technician.
Topic: Operational Procedures
A technician is organizing a small server room in a warm, humid office. The company wants to protect network gear from heat, moisture, and accidental damage. Which of the following actions should the technician AVOID? (Select TWO.)
Options:
A. Use a dehumidifier if the room tends to feel damp to reduce moisture in the air.
B. Place a portable space heater in the room so staff working there are more comfortable.
C. Store boxes of paper and unused equipment on top of the rack to save floor space.
D. Keep at least several inches of clearance around the front and back of equipment racks for airflow.
E. Use a dedicated air-conditioning unit or cooling system to keep the room cool and dry.
F. Keep equipment mounted in racks and off the floor in case of minor spills or leaks.
Correct answers: B and C
Explanation: Environmental controls in IT spaces focus on keeping equipment in a cool, dry, well-ventilated area with safe physical placement. Good practices include using dedicated cooling, controlling high humidity with dehumidifiers, leaving clearance for airflow, and mounting equipment in racks off the floor.
Poor practices are those that increase heat, introduce unnecessary fire or dust hazards, or block ventilation. Stacking combustible materials like cardboard boxes on racks and adding space heaters directly oppose the goal of protecting sensitive electronics from heat and environmental risk.
Topic: Operational Procedures
Which TWO of the following statements about using asset management tools and documentation for end-user devices are NOT correct? (Select TWO.)
Options:
A. A configuration management database (CMDB) can link workstations, applications, and network devices as related configuration items, helping track dependencies and change history.
B. Attaching unique asset tags or IDs to workstations and laptops makes it easier to track those devices through their lifecycle, including moves, repairs, and disposal.
C. An asset inventory that includes device serial numbers, physical locations, and assigned users helps technicians quickly locate equipment during incidents.
D. It is best practice for each technician to keep their own personal spreadsheet of assigned devices instead of using a centralized inventory or CMDB.
E. Asset records should normally be updated only during annual audits to avoid creating excessive documentation work.
Correct answers: D and E
Explanation: Asset management tools, such as inventories, asset tags, and CMDBs, are used to maintain accurate, centralized records of equipment and how it is used. Good practice is to keep this information up to date, shareable, and detailed enough to locate devices and understand their relationships. Poor practices include fragmented personal tracking systems and rarely updated records, which lead to confusion, lost devices, and inaccurate reporting.
Topic: Operational Procedures
Which of the following statements about using asset management tools and records is NOT correct?
Options:
A. Once an initial inventory spreadsheet is created, there is usually no need to update asset records when devices are reassigned, because user changes are tracked only in HR systems.
B. Using barcode or QR-code labels on laptops and other hardware can speed up audits and reduce typing errors during inventory updates.
C. A configuration management database (CMDB) usually stores details about configuration items, including hardware, software, relationships, and owners, not just serial numbers.
D. Asset tags or unique IDs help identify individual devices and can be linked to inventory or CMDB records for easier tracking.
Best answer: A
Explanation: Asset management best practices require accurate, up‑to‑date records that link physical devices to logical information such as assigned user, location, and configuration details. Inventory lists and CMDBs are tools that store this information, while asset tags or IDs provide a unique way to connect the physical hardware to its record.
A key point is that these records must be maintained over time. When devices are reassigned, moved, or decommissioned, the inventory or CMDB needs to be updated so technicians can quickly locate equipment, see who is using it, and support audits, security investigations, and lifecycle planning.
Topic: Operational Procedures
Which TWO actions demonstrate effective active listening for a help-desk technician speaking with an end user over the phone? (Select TWO.)
Options:
A. Ask the user, “Can you walk me through what you were doing right before the problem started?” and let them fully answer
B. Restate the user’s description by saying, “So just to confirm, the issue happens after you sign in and open the spreadsheet, correct?”
C. Assume you understand the situation after the first sentence and move directly to sending step-by-step instructions by email
D. Interrupt the user once you think you recognize the issue so you can save time by jumping straight to a solution
E. Use as much technical jargon as possible so the user realizes you understand the problem, even if they sound confused
Correct answers: A and B
Explanation: Active listening is a key professional skill for help-desk technicians. It means giving the user your full attention, asking open-ended questions, and confirming what you heard before jumping to a solution. This reduces miscommunication, builds trust, and often reveals important details that the user might not mention if they are rushed or interrupted.
Two of the options show classic active listening behaviors: inviting the user to explain in their own words and restating what they said to confirm you understand the problem. The other options describe habits that often lead to errors and frustration, such as interrupting, overusing jargon, or assuming you already understand without checking.
Topic: Operational Procedures
A help-desk technician has written a new cleanup script to delete log files older than 90 days on a small office’s Linux file server. Company policy requires that new scripts be tested in a non-production environment first and that there be a clear rollback option in case something is deleted by mistake. Which approach is the BEST way to meet these requirements?
Options:
A. Ask users to close all files, manually copy any important logs to a USB drive, then run the script on the production server and delete the copied logs after a week if no one reports issues.
B. Copy the server’s log directory structure and sample files to a non-production test server, verify the script there, then create a recent backup or snapshot of the production server before running the script in production.
C. Run the script directly on the production server during off-hours so users are not affected, relying on the script’s built-in date checks to prevent mistakes.
D. Schedule the script as a weekly cron job on the production server and monitor disk usage for a month to see if any problems occur, modifying the script only if complaints are received.
Best answer: B
Explanation: When introducing a new script that changes or deletes data, best practice is to reduce risk by validating its behavior in a controlled, non-production (sandbox) environment and ensuring there is a reliable way to undo changes if something goes wrong. This aligns with typical change-management and operational procedures.
Testing in a sandbox means using a lab or test system that mimics production as closely as possible but does not impact real users or live data. Once the script behaves as expected in this environment, you then protect production by taking a backup or snapshot before running it. That way, if the script deletes the wrong files or has an unforeseen side effect, you can roll back quickly.
Simply running scripts directly in production, even during off-hours or with the assumption that “it should work,” introduces unnecessary risk. Likewise, relying on manual file copies, user complaints, or long monitoring periods is not a substitute for structured testing and a clear rollback plan.
Topic: Operational Procedures
A help-desk technician is on a call with a frustrated user who says, ‘Your system is useless; it never works.’ The technician has confirmed the issue is related to a recent configuration change, and the user is speaking loudly but is not abusive. Which of the following actions should the technician AVOID when responding to this user? (Select TWO.)
Options:
A. Explain that the outage is the user’s fault for changing settings without approval.
B. Offer a realistic timeline for the fix and confirm that you will stay on the line while testing.
C. Calmly acknowledge the user’s frustration and restate the problem to confirm understanding.
D. Maintain a normal speaking tone and focus on next steps to restore service.
E. Tell the user that other employees are not having this problem, so it cannot be serious.
Correct answers: A and E
Explanation: When dealing with a frustrated but not abusive customer, a technician should remain calm, avoid blame, and focus on resolving the issue. Professional communication involves active listening, empathy, and neutral language, even when the user is emotional. Technicians should avoid judgmental comments, assigning fault, or minimizing the user’s experience. Instead, they should validate the concern, explain next steps clearly, and maintain a respectful tone throughout the interaction.
Topic: Operational Procedures
Which TWO statements describe good ticket documentation practices for an IT help desk? (Select TWO.)
Options:
A. If a ticket involves a password reset, record the new password in the ticket so it is easy to find later if the user forgets again.
B. Update the ticket with time-stamped progress notes and a final summary of the resolution before closing it.
C. Record the user’s contact information, the affected device, and a clear, specific description of the problem when creating the ticket.
D. Use brief phrases like “computer broken” in the description so that more tickets can be entered in less time.
E. Once a ticket is escalated, the original technician should stop documenting work so the escalation team can start with a blank history.
Correct answers: B and C
Explanation: Good ticket documentation ensures that anyone reading the ticket can understand who is affected, what the problem is, what has been tried, and how it was ultimately resolved. A complete and clear record saves time, supports accurate reporting, and reduces repeated work.
When creating a ticket, it is important to capture key details such as the user’s identity and contact information, the impacted device, and a specific description of the symptoms. As work proceeds, technicians should add progress notes that show what steps were taken and when. Before closing the ticket, the final fix and outcome should be summarized so that the ticket serves as a useful reference in the future.
Vague descriptions, missing history, or storing sensitive information like passwords in tickets all violate standard best practices and can cause operational and security problems.
Topic: Operational Procedures
You are a help-desk technician in a small company. While assisting an employee with a printing issue, you notice an open folder on their desktop labeled “Stolen_Customer_Credit_Cards” that appears to contain spreadsheets of card numbers. Company policy states that suspected illegal activity must be escalated to management and security. Which of the following is the BEST immediate action to take?
Options:
A. Run a full antivirus scan and disk cleanup on the system to remove any malicious or inappropriate files before reporting the incident.
B. Stop working on the issue, document what you observed (time, user, system), lock the screen if possible, and immediately contact your manager or security team without accessing the files further.
C. Confront the employee, demand an explanation, and warn that you will contact the police if they do not cooperate.
D. Quietly copy the folder to your personal USB drive for safekeeping, then delete the original folder so the data cannot be misused.
Best answer: B
Explanation: In an incident that appears to involve illegal activity or serious policy violations, a front-line technician should follow basic incident response procedures rather than trying to investigate or fix the problem alone. The goals are to preserve potential evidence, avoid contaminating or destroying data, document what you observed, and escalate through the proper management or security channels.
You should stop interacting with any suspicious files, record key details (time, user, device, what was visible), and secure the system if possible (for example, lock the screen) without altering its contents. Then immediately notify your manager, security team, or other designated contact according to company policy. They can decide whether to involve law enforcement and handle chain-of-custody requirements.
Actions such as deleting files, running cleanup tools, confronting the user directly, or copying evidence to personal media all risk destroying evidence, violating privacy or policy, and interfering with a formal investigation.
Topic: Operational Procedures
Which action is the MOST important electrical safety step a technician should take before opening a desktop PC case to replace internal components?
Options:
A. Shut down the operating system but leave the power cord plugged in for grounding
B. Unplug the computer from AC power and press the power button to discharge any remaining power
C. Wear an ESD wrist strap and clip it to the power supply while the PC remains powered for a good ground
D. Turn off the monitor and any external peripherals, but leave the PC powered
Best answer: B
Explanation: Before working inside a desktop computer, the key electrical safety practice is to fully remove AC power. Unplugging the power cord ensures that mains voltage is not present on the power supply input or exposed points you might contact. Pressing the power button after unplugging helps drain residual charge from capacitors, further reducing the risk of shock.
Other steps like using an ESD strap are important for component protection, but they do not replace the need to disconnect power first. Electrical safety always takes priority over convenience when servicing PCs.
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