Service Desk Basics Test

1.

1 point

What partition scheme would you use on a 10.8 Mac?

Apple Partition Map

Mac OS Extended (Journaled)

AFS

GUID

2.

1 point

Which dynamic service discovery protocol does OS X use to discover devices on a network?

Bootpd

NMBD

AppleTalk

Bonjour

3.

1 point

A 10.8 Mac has a Recovery Partition. In this Recovery Partition where can I configure this Mac to start up from a specific disk?

In Terminal type ‘sudo startup -hd’

Enable a Firmware Password and then disable and click MacIntosh HD from the pop up

Quit the Os Recovery Utilities, click on the Apple Menu and select StartUp Disk

4.

1 point

How do you start your Mac in Target Disk Mode?

Press and Hold shift and T on Start Up

Press and Hold OPT and T on Start Up

OPT - Click the Apple on top left of screen and Select Target Disk from the Menu

Press and Hold T on Start Up

5.

1 point

Given a Mac with 10.6.8 where can I check to see if the Machine is eligible for a Mountain Lion Upgrade?

System Information

You can check on the Mac App Store

Check the Machines spec against macosx/specs on Apples webpage.

Download and run Mountain Lion Installation Assistant

6.

1 point

Which of the following addresses can be described as a self assigned IP address?

172.0.1.0

169.256.1.1

192.168.1.1

192.169.1.16

7.

1 point

Which of the following Mail protocols are supported by Mail? Select all that apply.

EWS

POP3

SMTP

IMAP

8.

1 point

What access will a Guest user have to all user's home folders when the Guest user logs into a Mac?

A guest user has access the top level of each users Home Folder

A guest user has full access to all Users Sharing folders

A guest user has no access to any users Home Folder

9.

1 point

On start up what clue do you get that the machine has successfully passed its Power On Self Test ?

Grey Screen

Grey Screen with Apple Logo

A Chime on Start Up

Login Screen

10.

1 point

Which is a valid way to reset permissions and ACLs on a user's home folder back to the default settings?

Open the Terminal Application and type ‘diskutil resetPermissions / ‘

Open the Terminal and you can type ‘sudo Resetpassword/user ‘

Start Up machine in Recovery,open Terminal from the pull down menu and type in ResetPassword

Open Disk Utility and run a Permission repair on the MacIntosh HD

11.

1 point

If your Mac displays a flashing question mark on the screen during start up it signifies that:

You have locked your mac from too many login attempts

The Mountain Lion Partition is missing

You have booted into Recovery Mode

It cannot locate a valid booted file

12.

1 point

Security is very important to Apple - the security of its users is so important that Apple provide an inbuilt tool that can be used to help a user to create a stronger, more secure password. What is the name of the Utility?

Keychain Assistant

Password Assistant.

Password Utility

Keychain Access

13.

1 point

What is the minimum version of OSX that you can upgrade to Mountain Lion from?

10.7.5

10.6.8

10.6.4

10.6.6

14.

1 point

Under Network in System Preferences what does the red light in the Network Pane next to an interface signify?

Interface not connected

Interface is connected but does not have an IP address

Interface is connected but has a self assigned IP address

Interface is disabled

15.

1 point

Which of the following is a true statement about Gatekeeper?

Only an admin can bypass

A Master Password is needed to bypass Gatekeeper

Standard User can bypass Gatekeeper

Gatekeeper can't be bypassed

16.

1 point

When connecting to a server what is the default protocol used by 10.8 in the Server address field ?

NTS

AFP

SMB

AFS

17.

1 point

If I want to be able to use an external Hard Drive in both a PC and a MAC environment to move around large files what would you suggest I format the drive as ?

NTFS

FAT32

exFAT

UFS

18.

1 point

What happens when Incompatible software is found on the Hard Drive during an installation?

They are archived into a folder called “Incompatible Software” under var/db

It is moved to a folder called Incompatible Software on the Root Level

OSX cannot detect Incompatible software during an installation

The Software is deleted

19.

1 point

What tab in Network Utility should you use if you want to check internet connectivity with another user?

PING

LOOKUP

NETSTAT

TRACEROUTE

20.

1 point

If your customer Bill wants to exclude his Public folder from being backed up by Time Machine - How would you do this?

In Command Line type sudo tmutil addexclusion /users/public

When selecting what to back up simply don’t tick off Bill’s Public Folder

Add ~/Public to Exclusion list under Options in Time Machine Preferences

Under preferences in Time Machine you can select the folder you want to exclude.

21.

1 point

While attempting to reinstall OS X Mountain Lion in Recovery mode you get an error messages that states, "OS X can't be reinstalled because you aren't connected to the internet." What tool should you use to further investigate the issue?

Network Utility

Network Diagnostics

Network Assistant

Network Configuration Utility

22.

1 point

A customer's battery seems to be draining very quickly. You decide to check on the health and the amount of charge cycles on the battery by checking ….

BATTERY PREFERENCES

BOOT INTO SINGLE USER MODE AND RUN THE sbin/hd -p COMMAND

ABOUT THIS MAC AND CLICK BATTERY PERFORMANCE

SYSTEM INFORMATION /POWER

23.

1 point

Which of the following home folder directories contents are readable by other local users?

Documents

Public

Desktop

Movies

24.

1 point

On booting up a new Mac machine, the OSX Set Up Assistant creates what type of User account?

Managed with Parental Controls

Admin

Standard

Root

25.

1 point

What is a valid troubleshooting step if I am unable to access a file or peripheral from my Mac?

Run Permission Check

Boot into Single User Mode and type fsck -fy when prompted

Trash the /library/applicationsupport/preferences .plist

26.

1 point

How do you boot your mac into Single User mode ?

Hold ALT s on Start Up

Hold CMD S on Start Up

Hold ‘Shift” on Start Up

Hold CMD R on Start Up

27.

1 point

I have a machine that is running 10.8 - tell me where I can view a list of Software Updates that I’ve installed on my Machine?

System Information / Software / Installed

System Information/ InstalledUpdates

In System Preferences under Software Updates

Under the Apple Menu select Software Updates and select the Purchased Icon

28.

1 point

How do you boot your Mac into Safe Boot?

Press the S key on Start Up

Press the Option Key on Start Up

Press the Shift Key on Start Up

Open Terminal and type sudo shutdown -h safe

29.

1 point

When booting from Lion Recovery what is available from the utilities PULL DOWN menu ? Select all that apply.

Network Utility

Terminal

Firmware Password Utility

Network Diagnostics

30.

1 point

Under Sharing Preferences can you enable Screen Sharing and Remote Management at the same time?

Yes, Screen Share uses the SCR protocol and Remote management uses VNC

No, because both use the VNC protocol for Sharing

31.

1 point

If you create a recovery key when you enable FileVault2 it can be stored in a number of different places - name one correct option from the options below:

Store with Apple

iCloud

Store it under /library/preferencepane/filevaultmaster

Keychain Access

32.

1 point

Under which pane in System Preferences will I be able to change my Gatekeeper preferences?

Users and Groups

Accessibility

Parental Controls

Security and Privacy

33.

1 point

You have a new machine and you want to use Migration Assistant to transfer the old data to the new machine. It CANNOT migrate user files from:

A Mac running 10.5

A Windows Machine running Windows Migration Assistant and SP3

iCloud

A Time Machine backup made on a Mac running 10.6

34.

1 point

I am on the phone with iStore Technical support and the Technician I’m speaking to needs my Serial number, Build number and Version number of a Machine running 10.8? Where Can I find this information?

In System Preferences under General

Open System Profiler and look under Hardware

Use Spotlight

Under the Apple Menu choose About this Mac

35.

1 point

On my Mac where will most of my applications store their preferences?

/Library/Preferences

/Applications/Preferences

~/Library/Preferences

/Library/Applications/Preferences