The following are questions and answers for the Personal Computer Maintenance (PCM) Online Exam part of the health and safety section requirement for City & Guilds Diploma in IT Systems Support (7267-24).
PC Maintenance Level 2 Online Exam - Sample Questions
- An ICT technician should always be given information relating to fire and evacuation procedures when visiting a customer's site. This statement is true for
All visits -
Which one of the following poses the highest risk of electrical shock?
A damaged power lead -
Who is responsible for providing safe working procedures in an organisation?
The employer -
Before using a flammable cleaning substance on ICT equipment. An employee should always
Comply with local and legal procedures -
When working on mains-powered equipment (PCs, printers, copiers) an employee should
Remove jewellery and secure loose clothing -
Which one of the following provides the power when lifting heavy objects, such as monitors and boxes?
Thighs -
Using a fuse that is rated too high in mains equipment could result in
Fire in the event of an equipment fault -
Using a fuse that is rated too high mains equipment could result in
Fire in the event of an equipment fault -
Which one of the following fire extinguishers could cause death if used in a confined space?
Carbon dioxide -
To reduce the effects of Electrostatic Discharge (ESD) always
Take appropriate ESD precautions -
When working on a customer's computer, technicians should ensure that
The confidentiality of hard disk contents is respected -
When analysing a system failure, which of the following would be the best approach?
- Rely upon evidence obtained using the system diagnostics
- Rely upon evidence obtained from the error log
- Use evidence obtained from users, system tests and error log
- Use evidence obtained from system memory and the error log
-
A PC is failing to boot and gives a series of audible beeps. Where is the first place to start investigating this problem?
- Event log
- System manual
- Manufacture's website
- Set up utility
-
Which of the following is required when preparing to carry out corrective maintenance on a customer's IT system?
• Materials, spares, procedures, access authority, tools - The most important person to inform of a corrective action taken on a system is the
- System administrator
- System supplier
- System manufacturer
- Line manager
- Which is the first step that should be taken before applying corrective maintenance on a system?
- Check the manufacturer's warranty status
- Consult the system service manual
- Refer the customer to the system manufacturer
- Refer the customer to the available service manuals
- Having faulty service parts when carrying out a repair may
- Break regulations regarding hazardous substances
- Prevent reinstallation operating software
- Have an impact on time and costs
- Enable the support organisation to monitor system usage
- Break regulations regarding hazardous substances
- What action should be taken if, when arriving to repair a system, the equipment is not available?
- Rearrange for a mutually convenient time
- Wait at the customer's premises for someone to come back
- Get unauthorised access to fix the system
- Leave the customer's premises immediately
- Rearrange for a mutually convenient time
- What is the most appropriate action to take if an ICT support technician working to repair a system realises that the time allocated will not be sufficient and the job will overrun?
- Continue with the repair ignoring the time restriction
- Inform the customer and their supervisor of the time issue
- Ask the customer to authorise the additional cost
- Stop working on the system and return to base
- Continue with the repair ignoring the time restriction
- A technician carrying out corrective maintenance comes across an unexpected system fault. Who should they initially inform?
- Departmental manager and manufacturer
Line manager and customer - System support manager and supplier
- System manufacturer and finance manager
- Departmental manager and manufacturer
- An ICT technician leaves a copy of a worksheet summarising the original problem and corrective action taken and signs the sheet as well as the customer. This procedure is
- Compulsory with all private businesses
- Always undertaken
- Good practise and commonly undertaken
- Recommended by the manufacturer
- Which of the following refers to service operation?
- Day to day management of IT processes
- Networking infrastructure design 802
- 11b wireless encryption
- Deletion of system performance data
- What is the role of an external provider?
- To provide agreed services at cost to an organisation
- To provide free in-house support for hardware and software
- External providers sell hardware and software only
- External providers supply technical to in-house technicians
- The efficiency of a large network can be maintained through
- Weekly service operation reviews
- Effective records of user access
- An effective maintenance schedule
- Clearly written end user documentation
- Costs to a business can be reduced by technician conducting
- Risk assessments on all workstations
- In-house training for end users
- Repairs only as part of scheduled works
- Timely and efficient repairs
- A network user has forgotten their logon password, how can they be assisted?
- Check the archived password listing to resolve the problem
- Have a systems administrator reset the user's password
- Remove the lock-out and allow the user to try again
- Lookup the current password in the user's operating system files
- Service level agreement need to be checked because
- Any action taken may invalidate warranties
- Different agreements may apply to areas of operation
- There is never a cost involved for such agreements
- They are never part of a legally binding document
- What is the main advantage of preventative maintenance?
- Identifies past system problems
- Reduces overall system down time
- Identifies users who use the system frequently
- Increases overall system running costs
- preventative maintenance to a system should be carried out in agreement with the
- System users
- System manufacturer
- Supervisor Customer
- Which one of the following best describes preventative maintenance?
- It is carried out when a system component has failed It is carried out to avoid potential system failures It is seen as a cost-effective solution for fixing system faults It is necessary to comply with the manufacturer's warranty
- The most appropriate place to keep preventative maintenance records is with the
End user Maintenance engineer System manufacturer System - preventative maintenance services need to be carefutiy co-ordinated with the users as
Systems could be unavailable for long period
It typically requires user's intervention - Company standards require this
- Health and safety regulations require this
- What could be done to a printer to prevent poor output after prolonged use?
Replace all mechanical components Regular maintenance programme Fit a large toner container Fit mechanical components that last longer - Which one of the following statements is correct regarding preventative maintenance?
System availability will normally affect preventative maintenance schedules Materials are always needed for preventative maintenance preventative maintenance can only be done during system down time The system manufacturer must always be informed of preventative maintenance - The first thing that should be checked before carrying out preventative maintenance is the availability of Customer's data System records The system Software upgrades
- Which of the following is not required to carry out computer maintenance?
Antistatic cleaning foam Software updates PC repair toolkit A Trojan horse program - Which of the following is true when a system that has been scheduled for monthly preventative maintenance suddenly becomes unavailable? Maintenance can always be safely delayed until the next scheduled occasion System maintenance cannot be delayed under any circumstances Maintenance can usually be delayed, but should be done as soon as possible Maintenance can always be done while the system is being fully used
- System faults found during preventative maintenance should be reported to System users Technician's supervisor Other technician Manufacturer
- Which one of the following is the most important port maintenance procedure to perform? Inform the supervisor that the job is complete Carry out a complete system test and update the system log Ask the customer to sign the job sheet Report any faults to technical support
- A laser printer has a recurring fault. Where would a technician record the fault?
On the technician's own laptop
In the laser printer maintenance
Verbally to the individual users of the printer - An ICT technician should always be given information relating to fire and evacuation procedures when visiting a customer site. This statement is true for,
- All Visits
- Accompanied visits only
- Unaccompanied visits only
- Out-of-hours visit only
-
When adjusting the height on an it workstation chair and monitor, the
- Operator should be looking upward at the monitor
- Desktop should be at waist height
- Operator's knees should be slightly higher than their hips
- Operator's feet should be on the floor or a footrest
-
Which one the following would be most likely to breach health and safety legislation?
- Disposal of the storage media containing customer data
- Use of a damage network cable
- Excessive use of an ESD protection cable
- Permanently removing safely covers on electrical equipment
- To comply with the control of hazardous substances, an employee should
- Always ensure there is no spillage when using cleaning fluid
- Never use cleaning fluid in an occupied office environment
- Always ensure that containers of fluid are correctly labelled
- Never throw away empty concentrated containers
- With reference to health and safety legislation
- There may be a risk of injury from unidentified hazards
- Risk require an associated hazard assessment
- Risk assessment will always follow the same format
- There is no legal requirement to comply to health and safety legislation
- A box has arrived on site, which is too heavy for one person to lift. How should this problem be approached?
- Leaves the box for a stronger to lift
- Carry out a full written risk assessment
- Two or more people should be asked to lift the box
- Open the box and move the its content bit by bit
- Which one of the following is the correct formula to be used in determining a fuse rating?
- 1.1)+V
- I=PxV
- I=P+V
- I=P-V
- Which one of the following fire extinguishers is suitable to use on a fire involving all three substances; a flammable liquid, a solid and a flammable gas?
- Foam
- Powder
- Water
- CO2
- An ICT component that has come into contact with a discharge of static electricity
- Will need replacing immediately
- Will need replacing during the next maintenance routine
- Will not need replacing
- May need replacing depending on the speed of any component chips
- A network cable is trailing in a walkway. What action should be taken?
- Report it to a supervisor at the end of the day
- Prevent injury to other by informing those nearby
- Place a chair over the cable to prevent others tripping on it
- If possible makes it safe and respect it immediately following guideline
- Diagnostic best utilities provide a record of
- Incorrect installation procedures
- System condition at the time of testing
- System condition immediately before failure
- Data in the system immediately before testing
- Which one of the following is not required in order to undertake a system repair if the system is out of the warranty period?
- Repair procedures
- Available spare parts
- Staff time and spare parts
- Manufacturer's permission
- When working on a ICT system, the primary benefit of recording action correctly is
- Further repair could take less time
- Future fault diagnosis could be done more efficiently
- Manufacturers may be able to produce error free equipment
- Manufactures must comply with warranty agreements
- 0n a ten month old ICT system, what is the most important step to take before applying corrective maintenance?
- Remove all faulty items and take them back for repair
- Adjust management of the time it will take to complete the job
- Check warranty status with manufacturer
- Confirm availability of parts as listed in the service manual
- If you go to repair a system and the equipment is not available, what action should be taking?
- Rearrange for mutual convenient time
- Wait at the customer's premises for someone to come back
- Get unauthorised access to fix the system
- Leave the customer's premises immediately
- What is the most appropriate action to take when a newly fitted component is found to be faulty?
- Attempt to fix the new component on-site
- Remove the faulty component and inform the customer
- Return the unit to base and attempt to fix the new component
- Remove the faulty component and fit a new replacement component
- A technician carrying out corrective maintenance comes across an unexpected system fault. Who should they initially inform?
- Department manager and manufacturer
- Line manager and customer
- System support manager and supporter
- System manufacturer and finance manager
- When a problem arises while carrying out corrective maintenance, you should always inform?
- The manufacturer
- Your customer
- The supplier
- Your colleagues
- Which one of the following is the most unsuitable to use for recording corrective maintenance that has taken place?
- System log
- Locally kept records
- Manufacturers user manual
- Remotely held records
- Which of the following service operations is most likely to be carried out remotely?
- Freeing up memory in peak periods
- Clearing orphan files from local disks
- Monitoring toner usage of standalone printers
- Collecting and saving historical performance data
- The user of a workstation has reported a fault is referred to as a?
- Client
- Customer
- Provider
- Transaction
- The efficiency of a large network can be maintained through?
- Weekly service operation reviews
- Effective records of user access
- An affective maintenance schedule
- Clearly written and user documentation
- When work not conducted in a timely way for a business can result in?
- Reduced overall costs
- Increased parts charged
- A loss of income
- Greater productivity
- An error message continually appears on a workstation screen. What action should be taken?
- In the first instance contact the manufacturer
- Replace the workstation to save resolving the problem
- Use all the available resources to identify the cause of the error
- Log the error and monitor computer performance only
- When logging a fault on a work station, what should be checked?
- The existing maintenance record
- The current service level agreements
- The manufacturer's serial number of the machine
- Whether or not the user is entitled to use the machine
- Which one of the following is the most common reason for preventive maintenance?
- To keep track of the system use
- To repair faulty equipment
- To avoid potential equipment failures
- To gather customer feedback
- What is the main advantage of preventive maintenance?
- Identifies past system problems
- Reduces overall system down time
- Identifies users who use the system frequently
- Increases overall system running costs
- Preventive maintenance is important because?
- It ensures customers IT systems are kept up and running
- It compiles the manufactures warranty
- Without it a system may stop operating
- It reduces the chance of system failure
- If only one location is possible, where should the paperwork detailing the preventive maintenance service be kept?
- With the individuals who carried out the service
- Centrally at the customer response centre
- Attached to the individual system
- With an individual on the customer site
- When planning preventive maintenance, which one of the following is the most appropriate?
- Maintenance should be done on an opportunity basis when the system is not being used
- Maintenance should be carried out without disturbing the system users
- Maintenance should be planned with the user to minimise disruption
- Which one of the following might indicate a need for better preventive maintenance?
- Operating system does not recognise new software
- Uninterruptable power supply takes over on power failure
- A dirty lens causing DVD read/write drive to fail
- A user being unable to log on to their workstation
- Which one of the following would always be needed in the event of a serious software problem arising during preventive maintenance?
- Access to spares
- Escalation procedures
- Tools and tests equipment
- Service manuals
- The first thing that should be checked before carrying out preventive maintenance is the availability of?
- Customer's data
- System records
- The system
- Software upgrades
- Which one of the following would be needed when pages from a printer have areas of powdery deposit on them?
- Firmware updates
- Cleaning materials
- Diagnostic software
- Tools and spare rollers
- Which of the following is most likely to be the result if a customer keeps refusing to allow system downtime for preventive maintenance?
- Gradual deterioration of performance and more faults
- More faults but no change in performance
- Less user complaints for minor faults
- Gradual increase in performance and more faults
- System faults found during preventive maintenance should be reported to?
- System users
- Technician's supervisor
- Other technicians
- Manufacturer
- Which one of the following is a standard procedure after CD RW drive replacement? • CPU utilisation test. • Memory utilisation test. • Hard disk drive read-write test. • CD drive read-write test.
- Why should laser printers have a usage counter?
- To conform to local policies
- To record the number of PCs attached
- To plan for preventive maintenance
- To maximise the life span of the toner
- De-fragmentation is an effective way of improving efficiency for?
- Hard disk drives and flash drives
- CD-ROM and flash drives
- Hard disk drives and CD-ROMs
- CD-RAM and CD-ROM
- Reporting a hazard promptly is important becausp
- Employees are legally bound to do so
- Where there are hazards there are always risks
- A hazard always develops into a risk
- Without prompt action, a hazard will always cause harm
- Which one of the following can affect an employee's health and safety at work?
- Absent of other colleagues
- Lack of appropriate procedures
- Absence of the health and safety manager
- Excessive workload
- Which one of the following would be most likely to breach health and safety legislation?
- Disposal of a storage media containing customer data
- Use of a damaged network cable
- Excessive use of an ESD protection cable
- Permanently removing safety covers on electrical equiPment
- Regulations on the control of hazardous substances require that employees are responsible for
- Performing a Ask assessment of all substances
- Any substance that they use
- The safe use of hazardous substances in the workplace
- All substances that are potentially harmful to workers
- Which one of the following is considered a Ask?
- Water that has been spilt on a ceramic floor
- A large pile of empty cardboard boxes left in the corner of a stock room
- An individual tripping over trailing cables
- A large printer stored at a high level
- It is the responsibility of the individual to ensure that they are capable of manually lifting, pushing or pulling objects that need moving before moving them. The above statement is
- True, if the load is heavier than the individual's own body weight
- True, if no one else isaround to assist
- Always true
- Always false
- The correct standard value fuse for a printer reed at 240 v/800 w would be 3A SA 10A 13A
- Which one of the following fire extinguishers is safe and effective to use on electrical fires?
- CO2
- Water
- Fire blanket
- Foam
- Which one of the following is not a common antistatic device in the workplace?
- Insulated floor mat
- Conductive bench mat
- Conductive floor mat
- Wrist strap
- Maintaining confidentiality withiregard to contents of customer computers demonstrates
- Technical competence
Business skills - Personal integrity
- Safe working
- Technical competence
- A technician on a customer's site needs to remove the cover of a faulty printer, they should first
- Consult the end user
- Isolate the mains power
- Turn off printer at the control panel
- Remove the printer paper
- Which one the following would be useful in diagnosing equipment failure?
- Disk compression
- ISP Log
- System error log
- Back-up log
- Which of the following resources is required to carry out maintenance on a CRT monitor?
- Software product knowledge
- Hardware product knowledge
- Overall product knowledge and training
- Manufacturer's FAQ's
- Corrective action carried out on a customer's system should be recorded on the
- Technician's job sheet
- System manufacturer's website
- System logbook
- Customer's website
- A system memory module needs replacing. The replacement module has not been tested and certified for use with the system board concerned. The ICT support technician should
- Fit the memory module
- Check with the manufacturer before fitting the module
- Return the rnodule to the vendor as all memory is system specific
- Obtain a replacement module that is approved by the manufacturer
- Which one the following tests are used to check that corrective maintenance has been carried out successfully?
- Applications open and close quickly
- System clock shows,correct time
- System boots up and perfortns normally
- Internet access is available for all users
- What is the most appropriate action to take when a newly fitted component is found to be faulty?
- Attempt to fix the new component on-site
- Remove the faulty cornponent and inform the customer
- Return the unit to base and attempt to fix the new component
- If a problem arises while carrying Oct corrective maintenance, you should always inform
- The manufacturer
- Your customer
- The supplier
- Your colleagues
- When carrying out corrective maintenance, problems that cannot be fixed by you should be escalated to
- Your supervisor
- The customer
- Your suPPIler The manufacturer
- A high volume commercial laser printer has a recurring fault. In an attempt to identify a possible pattern to the fault, an ICT technician should
- Perform a printer self-test
- Perform a system diagnostic test
- Refer to the printer's configuration
- Refer to the printer's maintenance log
- Which type of processing would be used immediate financial transactions?
- Batch
- Real time
- Down time
- Scheduled
- The user of a workstation who has reported a fault is referred to as a
- Client
- Custorner Provider Transaction
- Maintenance tasks that are conducted effectively
- Can reduce costs
- Can increase costs
- Cause disk failure
- Often result in data loss
- Repairs to an ICT system that have not been perforrnd efficipntiv
- Could result in further failures
- Will have no effect on performance
- Could damage other networks
- Will be highlighted in the events log
- In order A effectively respond to queries related to events
- The manufacturer must always be contacted for a fix
- All available sources of information should be used
- A library should be maintained for reference purposes
- Only the previous maintenance logs should be used
- When logging a fault on a workstation, what should be checked?
- The existing maintenance record
- The current service level agreements
- The manufacturer's serial number of the machine
- Whether or not the user is entitled to use the machine
- The main purpose of preventative maintenance is to
- Repair system faults as soon as they occur to prevent them reoccurring
- Ensure the system complied with the manufacturer's warranty
- Prolong system operating life and reduce down time
- Anticipate faults by analysing trends replacing items before they fail
- What is the main advantage of preventative maintenance?
- Identifies past system problems
- Reduce overall system down time
- Identifies users who use the system frequently
- Increase overall system running costs
- Which of the following best describes preventative maintenance?
- Replacing faulty components when the system fails
- Replacing components to improve the system failures
- Carrying out services to avoid system failures
- Carrying out servicing following system failures
- In a large organization a copy of the preventative maintenance procedures should be kept in the
- System user's desk
- Reception desk
- Helpdesk
- Technical library
- IT users need to be aware of preventative rnaintenance because
- They will have to reinstall their software after the maintenance
- They will have to help with the maintenance
- The system will always be shut down for maintenance
- Work may need to be rescheduled because of interruptions
- What could be done to a printer to prevent poor output after prolonged use?
- Replace all mechanical components
- Regular maintenance programme
- Fit a larger toner container
- Fit mechanical components that last longer
- Which one of the following statements is correct regarding preventative maintenance?
- System availability will normally affect preventative maintenance schedules
- Materials are always needed for preventative maintenance
- preventative maintenance can only be done during system down time
- The system manufacturer must always be informed of preventative maintenance
- Which one of the following statements is correct regarding preventative maintenance?
- System availability will normally affect preventative maintenance schedules
- Materials are always needed for preventative maintenance
- preventative maintenance can only be done during system down tirne
- The system manufacturer must be informed of preventative maintenance
- Which one of the following is essential as part of the planning for preventative maintenance?
- Co-ordination with the system manufacturer in case support is required
- Co-ordination with the customer to minimise disruption
- Checking the annual leave rota to ensure staff availability
- Arranging for the availability of as many replacement components as possible
- Which one of the following should be used as a reference when preparing for preventative maintenance on a system?
- Manufacturer's schedules, parts lists and procedures
- Procedures written by the customer, based on their experience of using the system
- Procedures written by the support provider, based on other systems
- A systenn-specific schedule based on manufacturer's and customer's requirements
- Which one the following is true when a system that has been scheduled for monthly preventative maintenance suddenly becomes unavailable?
- Maintenance can always be safely delayed until the next scheduled occasion
- System maintenance cannot usually be delayed under any circumstances
- Maintenance can usually be delayed, but should be done as soon as possible
- Maintenance can always be done while the system is being fully used
- If a support technician arrives on the site to carry out a preventative maintenance routine on a computer but is denied access to the system hardware, who should the technician escalate this issue to?
- The customer's security supervisor
- The customer's IT manager
- Their own supervisor
- The customer's account manager
- Which one of the following is the most important pprt maintenance procedure to perform?
- Inform your supervisor that the job is complete
- Carry out a complete system test and update the system log
- Ask the customer to sign the job sheet
- Report any faults to technical support
- Why should laser printers have a usage counter?
- To conform to local policies
- To record the number of PCs attached
- To plan for preventative maintenance
- To maximise the lifespan of the toner
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