What are two reasons for creating two partitions? (Choose two.)
improve the performance of the disk system
increase the capacity of the disk system
*separate data files and operating system
*allow the computer to be dual booted
implement disk mirroring


A technician boots a Windows XP computer that has an incorrect driver loaded for the video adapter card. How can the technician revert to a previous driver?
Select Create a Restore Point from System Tools.
Use the Regedit utility to remove the information about the graphics driver from the registry.
*Select the video adapter card in Device Manager, select the Driver tab, and click Roll back driver from Properties.
Right-click the Desktop and choose Settings > Advanced > Reset video driver.


A video-file editor defragments the hard drive on his computer every month to ensure continuing optimal performance. How can the editor ensure that the defragmentation occurs every month?
Select the Action menu item in the Defrag utility and then select Schedule.
*Add Defrag to Scheduled Tasks in System Tools.
Set the Scheduled flag for Defrag in HKEY_CLASSES_ROOT.
In Ntbackup, select the option to do a Defrag; set the schedule for monthly but do not specify any files to backup.

A technician is having trouble repairing a difficult Windows XP problem. The usual quick-fix solutions did not work and there are no obvious clues found in either Device Manager or Event Viewer. What two actions should the technician try next? (Choose two.)
Reinstall the operating system.
*Check back through the repair documentation to determine if a similar problem has been found before.
*Check the Internet for possible solutions.
Ask the supervisor for assistance.
Use the recovery CD to restore the operating system.



Which action should be taken to start the defragment utility when using the Windows XP Category View?
Right-click the Desktop and choose Disk Management > Defragment.
Choose Start > Control Panel > Performance and Maintenance > Scheduled Tasks > Defragment.
*Double-click My Computer, right-click the disk to defragment, and choose Properties > Tools > Defragment Now.
Choose Start > Run, enter defragment in the text box, and click OK.


Which virtual memory attribute is the only one a technician should change?
page file structure
*location
access rights
archive flag

A user has observed that the performance of the hard disk has degraded over time. What is the first thing a user should do to improve performance?
*Defragment the hard disk.
Replace the hard disk.
Convert the file system to a more efficient one.
Change the size of the partitions on the hard disk.


When configuring Windows XP, which setting configures a service to run every time a computer is started?
always
*automatic
boot
start

Which file determines the prompt a user sees during the boot process when multiple operating systems are present?
*BOOT.INI
BOOTSECT.DOS
NTLDR
OSKNL.DLL


What is the most common cause of blue screen errors?
*device driver errors
user errors
memory errors
monitor errors


While attempting to run an application, a user receives an error message indicating that a required RPC service is unavailable. The user determined that the RPC server is functioning properly. Which action should be tried next by the user?
Restart the service.
*Reinstall the application.
Reinstall the service.
Enable server activation in the firewall.

Which information is backed up when a restore point is created?
user data and applications only
*system and Registry information only
all the content of a given partition
selected user and system information

Which two pieces of information are required when configuring Automatic Updates for Windows XP? (Choose two.)
*day
destination
source
*time
update period



A user wishes to dual boot Windows XP and Windows Vista on a computer with a single hard drive. Which advice should the technician provide the user?
It is impossible to dual boot XP and Vista without a second hard drive.
It is necessary to remove XP first, then reinstall Vista and XP in that order.
*It is necessary to create a second partition and install Vista into the second partition.
Vista identifies the existence of an XP partition and installs into the same partition.

A technician is setting up an e-mail client for a customer. Which two protocols can the technician select to retrieve e-mails from the e-mail server? (Choose two.)
FTP
HTTP
*IMAP
*POP
SMTP
SNMP
Which feature do Internet browsers provide to improve performance when accessing recently visited websites?
*using cache memory
registering favorite websites
saving history of URLs visited daily
managing of updates and cookies


A Windows XP user has upgraded a computer by installing a second hard drive. The user wants to improve the performance of the computer by moving the page file to the new drive. How can the user move the page file?
Choose My Computer > C: > Windows > System32 > pagefile. Cut the page file and paste it into D:.
Choose My Computer > C: > Windows > System32. Right-click pagefile, click Move, and choose the new drive.
*Choose Start > Control Panel > Performance and Maintenance > System > Advanced > Performance > Settings > Advanced. Click the new drive.
Choose Start > All Programs > Accessories > System Tools > Virtual Memory > Location. Click the new drive.


Which action configures Windows Explorer to display file extensions?
*Choose Start > Control Panel > Folder Options > View, uncheck the Hide extensions for known file types check box.
Choose My Documents > Tools > Folder Options > View, check the Show file extensions check box.
Right-click the Desktop, choose File Properties > Extensions > Show Extensions.
Right-click Start, choose Properties > Folder Attributes, check the Show file extensions check box.

A technician suspects that a hard drive is beginning to fail. Which two conditions would support this suspicion? (Choose two.)
//The hard drive is making unusual noises.
The hard drive must be defragmented often.
**The hard drive has a gradual increase in the number of bad sectors.
The hard drive light is lit briefly during the boot process.
The hard drive light is lit briefly when programs are loaded.

Why should you use an antistatic mat when working on the internal components of a computer?
protect the technician against electrical shock
//reduce the chance of computer components being damaged by ESD
prevent the technician's tools from being damaged by ESD
protect computer components from AC voltage while working on the computer


A technician makes a habit of wearing an antistatic wrist strap when working on computers and peripherals. Which component should be repaired without wearing an antistatic wrist strap?
hard drives
memory
//printers
NIC


A computer is consistently locking up when applications are loaded. Which action could remedy the situation?
Defragment the hard drive.
Update the database for the anti-virus software.
Reinstall the operating system.
//Install new RAM


While performing routine maintenance on a computer, a user is cleaning dust and debris from the PC using compressed air. How should the technician hold the can of compressed air to avoid damaging the PC?
upside down to avoid blowing the dust upward
//upright to avoid fluid leakage
inside the PC at close distance to the motherboard
outside the PC to avoid blowing dust outside the PC


Which two components are considered input devices? (Choose two.)
printer
//camera
projector
//MIDI interface
speaker


A technician begins gathering data from a customer by asking open-ended questions. Which question is a proper open-ended question?
Were any recent updates performed?
Has anyone installed new software in the past two days?
Are you the only user to use the PC recently?
//What happens when the PC is powered on?


A technician has noted an abnormally large number of errors when using a floppy drive. The technician decides to clean the floppy drive to remedy the problem. What should be used to clean the floppy drive?
a vacuum cleaner
//a drive cleaning kit
an ammonia-based spray cleaner
a non-abrasive cleaner and water


What is the recommended way to clean an optical drive?
//Use compressed air and lint-free swabs.
Use cotton swabs and denatured alcohol.
Use a vacuum cleaner.
Use glass cleaner and a lint-free cloth.

What are three reasons to add an additional hard drive to a computer? (Choose three.)
//to store the system swap file
//to implement RAID and provide fault tolerance
to speed up the Internet download speed
//to install a second operating system
to decrease the time needed for defragmentation
to increase the CPU speed
Which three peripherals would be considered output devices? (Choose three.)
camera
//display monitor
keyboard
microphone
//projector
//speaker


Which course of action should be taken to close an application that has stopped responding?
//Use Ctrl-Alt-Delete to open Task Manager and end the task.
Use Ctrl-C to open Services and end the task.
The stalled application can only be closed by using a warm reboot.
Enter [application-name] halt -30s at the Run dialog box to stop the application in 30 seconds.


Which two motherboard features must be compatible when selecting a new CPU? (Choose two.)
//chip set
number of expansion slots
quantity of memory
//socket type
number of USB interfaces


A technician is helping a client select additional RAM for a computer. Which three items should be considered when updating RAM? (Choose three.)
The quantity of memory must exceed the size of the swap file.
The memory must be compatible with the video card.
//The memory must be compatible with the motherboard.
//The new memory must be the same type as the memory already present.
The memory must be as fast as the cache found in the CPU.
//The speed of the new memory must be the same or faster than the existing memory.

Which type of hard drive cable connects drives in a daisy chain series and requires manual termination at each end of the daisy chain to prevent data corruption?
PATA
SATA
//SCSI
USB


A technician has installed a new processor for a client in an attempt to improve the performance of an older computer. After installing the processor, the technician is unable to start the system. Which three steps should be taken first to solve the problem? (Choose three.)
Install new memory.
//Reseat the processor.
Verify that heatsink fans are connected to the power supply.
//Flash the BIOS.
//Verify motherboard compatibility with the BIOS version and the CPU.
Flash the CPU instruction set.

1. A customer calls to report a problem with a computer. What is the first step the technician should use to resolve the computer problem?
Direct the customer to various vendor Web sites.
Complete a work order documenting the cause of the problem.
Identify the problem.
//Gather information from the customer.

2. A customer calls to report a computer problem. Which two actions can the technician use to establish a good rapport with the customer? (Choose two.)
Personalize the call by periodically asking questions unrelated to the computer problem.
//Allow the customer to speak without interruption.
Use technical terms to determine the level of knowledge the customer possesses.
Ask only closed-ended questions.
//Refer to the customer by name whenever possible.

3. A technician wants to apply for a job in a call center for a computer repair service. Which two characteristics are desirable for this type of position? (Choose two.)
use jargon, abbreviations, and acronyms relating to computer repair
//possess good listening skills
be willing to work long hours
//display professional behavior at all times
be willing to talk strongly to difficult customers

4. A technician receives a call from a customer who is too talkative. How should the technician handle the call?
Talk over the customer and quickly gather the necessary information to help them.
//Allow the customer to speak without interruption and then try to use closed-ended questions to gather data.
Use open-ended questions and repeat all the information back to the customer to politely show that they are giving too much unnecessary information.
Politely step in and gain control of the call by asking the customer social questions.

5. Which three items are commonly part of an SLA? (Choose three.)
//supported software
//diagnostic procedures
listing of tested parts
//service location
unsupported equipment
listing of all exceptions

6. Which issue is an example of an exception to an SLA that should be escalated to a manager?
A new customer just read an annual contract that has been active for three months and is unhappy about the level of service outlined in the contract.
//A customer wants two new computers added to the existing SLA without additional cost.
The customer is asking to upgrade the level of service and is willing to pay the price difference.
An unhappy customer calls to get clarification of the costs and penalties of the SLA.

7. While a technician is listening to a lengthy explanation of a problem, the technician determines the solution to the problem. How should the technician proceed?
Interrupt the customer immediately by beginning to explain the solution.
Put the customer on hold. After the conversation is interrupted, return and explain the solution.
//Wait patiently until the customer is finished speaking, and then explain the possible solution.
Interrupt the customer by asking a question and then suggest the solution.

8. When dealing with an angry customer, which two things can a technician do to resolve the problem? (Choose two.)
Place the customer on hold to allow the customer time to become calmer.
//Allow the customer to explain the problem, possibly dispelling some of the anger.
Discuss possible causes of the problem.
//Sympathize with the customer's problem.
Try to minimize the significance of the problem.

9. What are three guidelines for beginning a call with a customer? (Choose three.)
Interrupt customers as soon as the problem can be determined.
//Determine the level of knowledge that the customer possesses regarding computers.
Place angry customers on hold immediately.
Immediately transfer angry customers to a manager.
//Use brief communication to establish a one-to-one connection with the customer.
//Call the customer by name.

10. What is the recommended way to place a customer on hold?
Abruptly place the customer on hold to avoid interrupting what the customer is saying.
Immediately place the customer on hold when the customer is finished speaking.
//Ask and wait for permission before placing the customer on hold.
Hand the telephone to a co-worker or manager while the customer is speaking to avoid interruption.

11. Which two approaches are recommended when dealing with customers on the telephone? (Choose two.)
//Be positive.
Explain what you will be unable to accomplish.
//Look for alternative ways to help the customer.
Interrupt customers to explain solutions and save time.
Refer customers to the Internet when the solution is obvious.

12. Which three pieces of information should be given to the next technician when transferring a customer? (Choose three.)
//your name
//ticket number
elapsed time for the call
//customer name
department name
part numbers

13. A technician is talking on the telephone to an angry customer who is unhappy with previous service. How should the technician calm the customer?
//Listen carefully and attempt to solve the customer's problem.
Attempt to minimize the problem.
Debate with the customer in an attempt to defend the company.
Schedule a meeting with the customer, another technician, and the manager.

14. Which three techniques should be used to successfully deal with a talkative customer? (Choose three.)
//Politely interrupt to refocus the customer.
Encourage conversation to gain the customer's trust.
//Gather as much information as possible while the customer is talking.
Ask open-ended questions.
//Allow the customer to talk for one minute and then try to concentrate on the real problem.
Transfer the customer to a manager.

15. Which two techniques should be used when dealing with an inexperienced customer? (Choose two.)
//Use simple step-by-step instructions.
Explain possible causes of the problem to the customer.
Criticize the customer to prevent the possibility of repeating the problem in the future.
Ask to set up a conference call with a level 2 technician.
//Speak in plain terms.

16. 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.
Use all capital letters to make reading easier.
E-mail information that would be difficult to say in person.
//Avoid replying to "flames".

17. Which three tasks are commonly carried out by a level-one technician? (Choose three.)
//document all information on the work order
update the operating system
upgrade the BIOS
//prioritize the problem
install remote diagnostic software
//gather information from the customer

18. Which three relaxing techniques can help relieve the stress caused from helping customers in a call center? (Choose three.)
Take calls only from customers that are knowledgeable about computers.
Take frequent gaming breaks.
//Go for a quick walk.
//Listen to soothing sounds.
//Practice relaxed breathing.
Take a long lunch hour to reduce fatigue.

Gelar

* Seri A (18) 1909/10, 1919/20, 1929/30, 1937/38, 1939/40, 1952/53, 1953/54, 1962/63, 1964/65 1965/66, 1970/71, 1979/80, 1988/89, 2005/06(1), 2006/07, 2007/08, 2008-09, 2009-10

(1) FIGC menyatakan Internazionale sebagai Juara Seri A setelah Juventus terbukti terlibat dalam Calciopoli.

* Piala/Liga Champions (3) 1963-64 1964-65 2009-10
* Piala Italia (6) 1938/39, 1977/78, 1981/82, 2004/05, 2005/06, 2009/10
* Piala UEFA (3) 1990/91 1993/94 1997/98
* Piala Interkontinental (2) 1964 1965
* Piala Super Italia (5) 1989 2005 2006 2008 2010
* TIM Trophy (6) 2002 2003 2004 2005 2007 2010
* Copa Presidente De La Republica (1) 1982
* Copa Santiago Bernabeu (2) 1993 2001
* Copa Franz Beckenbauer (1) 2008
* Coppa Dell'Amicizia Italo-Francese (1) 1959
* Coppa Sky (Pisa)(1) 2004
* Coppa Sky (1) 2009
* Coppa Sud Tirol (2) 2003 2005
* Memorial Giorgio Ghezzi (1) 1992
* Memorial Luigi Campedelli (1) 1993
* Mohamed V Trophy (1) 1962
* Ahmed Dahlan Trophy (5) 1939 1940 1941 1942 1943
* Pirelli Cup (11) 1996 1997 2000 2001 2002 2003 2006 2007 2008 2009 2010
* Torneo Natale Milano (1) 1934
* Torneo Milano (1) 1993
* Trofeo Valle D'Aosta (1) 1998
* Trofeo Birra Moretti (3) 2001 2002 2007
* Trofeo Ciudad De Vigo (1) 1996
* Trofeo Ciudad de Palma (1) 2006
* Trofeo Vincenzo Spagnolo (1) 1998
* Triangolare Bolzano (1) 2005

[sunting] Final

* Piala/Liga Champions 3 1966/67, 1971/72
* Piala UEFA 1 1996/97
* Piala Eropa Tengah (Central Europe Cup) atau (Piala Mitropa) 1 1933

(Dahulu Piala Mitropa mempunyai kedudukan yang sama dengan Piala/Liga Champions pada masa sekarang)

* Piala Italia 5 1958/59 1964/65 1976/77 1999/00 2006/07