itess 9 tipe b v 4

1
What does a malware detection program look for when running a scan?
patches that prevent a newly discovered virus or worm from making a successful a
ttack

2
The IT manager of a bank is disposing of some computers, but the hard drives hav
e some highly confidential data on them. What is the recommended way of dealing
with the drive to ensure that the data is irrecoverable?
Break the drive platters with a hammer.
3
What happens when a wireless access point (WAP) is configured to stop broadcasti
ng the SSID?
The network is invisible to those who are unaware of the SSID.

4
What is typically included in a service pack?
operating system upgrades and patches

5
Which form of network protection is used as the basis of VPN?
DATA ENCRIPTION
6
What is a good practice to prevent an unauthorized user from guessing a password
and accessing an account?
enabling a user account only after issuing a password to the user over the phone
7
Which best practice should be included in a password protection policy?
Passwords should contain a mixture of letters and numbers so that they cannot ea
sily be broken.
8
How can web tools, such as Java or ActiveX, be used for a malicious attack?

by installing unwanted programs on a computer

9
Which is the best procedure to secure a laptop left at the office while the user
is away for an extended period of time?
Secure by a security cable wrapped around the leg of the user's desk.

10
A technician has downloaded the latest Windows XP updates from the Microsoft web
site. What should the technician do before installing the updates?
Create a restore point.
11
Which two devices are used for the sole function of protecting computer equipmen
t from theft?
cable locks
security cages
12
Which two actions can be considered social engineering attacks? (Choose two.)
obtaining the directory of a competitor company that contains the e-mail address
es of all the employees of that company
searching for important documents on the desks of a competing company
13
Which two file system security features are applicable to the NTFS file system?
(Choose two.)
supports file and folder level encryption
includes journaling
14
What is accomplished by a successful DoS attack?
It stealthily scans the data on the target server.
15
Which feature is characteristic of adware?
It is displayed in popup windows, which open faster than the user can close them
.
16
An attacker sends a large number of requests to a server from several computers
that are located at different geographical locations. What is the name for this
type of attack?
DoS
17
What must be done to ensure that the anti-virus software on a computer is able t
o detect and eradicate the most recent viruses?
Follow the firewall configuration guidelines on the anti-virus manufacturer webs
ite.
18
Which statement accurately describes the WEP standard?
WEP is a first generation security standard for wireless communication.
19
Which three questions should be addressed by organizations developing a security
policy? (Choose three.)
How should the items be protected?
What is to be done in the case of a security breach?
What are the possible threats to the items?
20
Which two technologies are used for authenticating users? (Choose two.)
biometrics
smart card
1
When accessing a website, a user is overwhelmed by popup windows that open faste
r than the user can close them. What is the most likely cause of this problem?
adware

Itess 9 versi a
2
Which functionality is normally expected from adware?
It is usually distributed with downloaded software.

3
Which security device stores user physical characteristics to provide a user lev
el of facility access?
a biometric sensor
4
What must be done to ensure that the anti-virus software on a computer is able t
o detect and eradicate the most recent viruses?
Download the latest signature files on a regular
5
Which attack can be accomplished by using phishing techniques?
e-mail bomb attack
6
An employee of a bank asked the network administrator for advice about an e-mail
that the employee had received. The e-mail asked for the employee's username an
d password details to confirm the employee's identity in order to update details
in a database. The network administrator told the employee not to respond. Whic
h type of security attack was the network administrator worried about?
phishing attack
7
Which feature of WPA makes it suitable for configuring wireless security?
It encrypts the data that is broadcast between the wireless access point and the
wireless clients.
8
Which procedure would be a valid password lockout rule?
An account should be locked out after a specific number of unsuccessful login at
tempts.
9
Which two actions improve security on a wireless network? (Choose two.)
Enable WEP.
Enable MAC filtering.
10
Which precaution helps protect against social engineering in the workplace?
keeping hidden from public view any passwords that are posted in the work area
11
What is the name given to code patterns of viruses?
virus definition tables
12
In which type of attack are TCP ports randomly opened to overload the network wi
th a large number of false requests?
SYN flood attack
13
A computer that is configured for automatic updates is shut down during a schedu
led update. However, the update is downloaded successfully without any file bein
g corrupted in the process. What will happen to the update as a result of this s
hutdown?
The update will be installed as soon as the computer is powered on.
14
A large number of e-mail messages are appearing in the inbox of a home computer
user. The messages relate to products for which the user has never requested inf
ormation. Which name is given to this type of e-mail?
spam
15
A company network was subjected to several security attacks after TCP/IP had bee
n installed on the company computers. Analysis has shown that in most of the att
acks, attackers used network sniffers to extract user names and passwords of cri
tical accounts on the network. Which type of TCP/IP attack did these attackers d
eploy?
replay
16
Which two practices help prevent unauthorized access to a wireless network? (Cho
ose two.)
installing the WAP protocol
filtering the MAC addresses of computers

17
An attacker has managed to decode the encrypted messages of a wireless network.
The network uses Windows XP and Cisco equipment. The security protocol that is u
sed is WEP with 64-bit encryption. Which action can be recommended to the techni
cian for securing the network?
Upgrade to the LEAP wireless security protocol.
18
Which two procedures can help secure data backups? (Choose two.)
Keep backup media off site.
Place a password on the backup.

19
Which task is in the scope of responsibilities of a network technician working w
ith security updates and patches?
submit a schedule to the manufacturer of when updates should be available
20
A company uses computers and wireless access points from a variety of different
suppliers. Which wireless security protocol should the company use to achieve th
e best level of security?
LEAP
IESS 10 answer
1
Which three techniques should be used to successfully deal with a talkative cust
omer? (Choose three.)
Politely interrupt to refocus the customer.
Gather as much information as possible while the customer is talking.
Allow the customer to talk for one minute and then ask closed-ended question to
regain control of call.
2
The technician begins diagnosing a problem by asking an experienced customer to
visit a troubleshooting Web site. The customer becomes angry because she feels t
his could be done without calling the technician. What should the technician do?
Place the customer on hold to give the customer time to calm down.

3
Which three relaxing techniques can help relieve the stress caused from helping
customers in a call center? (Choose three.)
Go for a quick walk.
Listen to soothing sounds.
Practice relaxed breathing.
4
A technician wants to apply for a job in a call center for a computer repair ser
vice. Which two characteristics are desirable for this type of position? (Choose
two.)
possess good listening skills
display professional behavior at all times

5
Which two guidelines demonstrate proper netiquette? (Choose two.)
Send chain letters via e-mail to minimize time needed to spread information.
Begin each e-mail with an appropriate greeting.

6
What is the recommended way to place customers on hold?
Ask and wait for permission before placing customers on hold.

7
While a technician is listening to a lengthy explanation of a problem, the techn
ician identifies the solution to the problem. How should the technician proceed?
Wait until the customer has finished speaking, and then explain the possible sol
ution.
8
A customer calls to report a problem with a computer. What is the first step the
technician should use to resolve the computer problem?
Complete a work order documenting the cause of the problem.
9
Which issue is an example of an exception to an SLA that should be escalated to
a manager?
An unhappy customer calls to get clarification of the costs and penalties of the
SLA.
10
When dealing with an angry customer, which two things can a technician do to res
olve the problem? (Choose two.)
Place the customer on hold to allow the customer time to become calmer.
Sympathize with the customer's problem.
11
A technician is talking on the telephone to an angry customer who is unhappy wit
h previous service. How should the technician calm the customer?
Explain why the previous service was appropriate and under no circumstances admi
t to there being any deficiencies in the previous service.
12
What are three guidelines for beginning a call with a customer? (Choose three.)
Explain the SLA terms and conditions.
Determine the level of knowledge that the customer possesses about computers.
Call the customer by name.
13
Which three pieces of information should be given to the next technician when tr
ansferring a customer? (Choose three.)
your name
ticket number
customer name
14
Which two techniques should be used when dealing with an inexperienced customer?
(Choose two.)
Use simple step-by-step instructions.
Speak in plain terms.
15
A technician receives a call from a customer who is too talkative. How should th
e technician handle the call?
Allow the customer to speak without interruption and then try to use closed-ende
d questions to gather data.
16
Which two approaches are recommended when dealing with customers on the telephon
e? (Choose two.)
Be positive.
Look for alternative ways to help the customer.
17
Which three items are commonly parts of a service level agreement (SLA)? (Choose
three.)
supported software
diagnostic procedures
service location
18
A customer calls to report a computer problem. Which two actions can the technic
ian use to establish a good rapport with the customer? (Choose two.)
Allow the customer to speak without interruption.
Refer to the customer by name whenever possible.
19
A technician is trying to calm an angry customer. What is the best approach?
Place the customer on hold to allow time to calm down.
20
Which three tasks are commonly carried out by a level-one technician? (Choose th
ree.)
document all information on the work order
prioritize the problem
gather information from the customer