DsmbISP Chapter 2 - (Version 4.1)

1. The DHCP server in a lab environment is down when multiple DHCP clients in the lab are booted for the first time. Which two statements describe how the DHCP clients will be affected by the absence of a DHCP server during boot? (Choose two.)
*All clients with link-local addresses will communicate with each other in a peer-to-peer manner.
*A link-local address will be automatically assigned to the hosts by the operating system.

2. Which is a function of the transport layer of the OSI model?
*delivers data reliably across the network using TCP

3. Which statement describes the process of escalating a help desk trouble ticket?
*After trying unsuccessfully to fix a problem, the help desk technician sends the trouble ticket to the onsite support staff.

4. Which two functions are provided by the upper layers of the OSI model? (Choose two.)
*initiating the network communication process
*encrypting and compressing data for transmission

5. Which scenario represents a problem at Layer 4 of the OSI model?
*A firewall filtering traffic addressed to TCP port 25 on an email server.

6. A customer calls to report a problem accessing an e-commerce web site. The help desk technician begins troubleshooting using a top-down approach. Which question would the technician ask the customer first?
*Can you access other web sites?

7. What are two primary goals of the ISP help desk? (Choose two.)
*network optimization
*customer retention

8. What are two basic procedures of incident management? (Choose two.)
*opening a trouble ticket
*adhering to a problem-solving strategy

9. Which three command line utilities are most commonly used to troubleshoot issues at Layer 3? (Choose three.)

10. What is the correct encapsulation order when data is passed from Layer 1 up to Layer 4 of the OSI model?
*bits, frames, packets, segments

11. What are two functions of the physical layer of the OSI model? (Choose two.)
*converting data to bits
*signal generation

12. A customer calls the help desk about setting up a new PC and cable modem and being unable to access the Internet. What three questions would the technician ask if the bottom-up troubleshooting approach is used? (Choose three.)
*Is the NIC link light blinking?
*Is the network cable properly attached to the modem?
*Is the Category 5 cable properly connected to the network slot on the PC?

13. A customer calls the ISP help desk after setting up a new PC with a cable modem but being unable to access the Internet. After the help desk technician has verified Layer 1 and Layer 2, what are three questions the help desk technician should ask the customer? (Choose three.)
*What is your subnet mask?
*What is your IP address?
*Can you ping the default gateway?

14.Which address is used by the router to direct a packet between networks?
*destination IP address

15. What is the first step that is used by a help desk technician in a systematic approach to helping a customer solve a problem?
*define the problem

16. While troubleshooting a connectivity issue on a host, a network administrator issues the ping command. The pings are unsuccessful. What is most likely the problem?
*The TCP/IP stack is not loaded properly.

17. An accounting firm experiencing connectivity issues requires Level 3 support from the ISP. Which function requires Level 3 or higher support?
*the installation and configuration of new equipment

18. What Layer 1 problem can cause a user to lose Internet connectivity?
*loose network cable

19. In what three ways do Level 1 and Level 2 help desk technicians attempt to identify a customer's problems? (Choose three.)
*talking to the customer on the telephone
*using various web tools
*with remote desktop sharing applications 


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