220-1202 · Original practice content · Last reviewed October 3, 2026

Operational Procedures A+ Core 2 Practice Questions

Support users with clear documentation, controlled changes, safe procedures, reliable backups, and professional communication.

Core 2: up to 90 questions in 90 minutes. Passing score: 700 on a 100–900 scale. Both Core 1 and Core 2 are required for CompTIA A+.

These short multiple-choice samples report practice accuracy, not official scaled scores, and do not simulate interactive performance-based questions.

This domain accounts for 21% of Core 2. Topics: documentation, change management, backups, remote support, scripting, safety, and professional communication.

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Domain sample questions with answers

Operational Procedures

Sample question 1

Which IT system stores records of configuration items, such as servers and switches, along with the relationships and dependencies between them?

  1. Knowledge base article library
  2. Service-level agreement repository
  3. Configuration management database
  4. Help desk ticketing queue
Show correct answer and explanation

Correct answer: C. Configuration management database

C is correct because a CMDB records configuration items and how they relate to one another, which helps staff judge the impact of changes and outages. A stores how-to and troubleshooting articles, not configuration items and their dependencies. B holds agreed service commitments, not records of configuration items and their relationships. D tracks reported issues and requests, not the configuration of systems and how they depend on each other.

Operational Procedures

Sample question 2

A help desk documents the exact steps for installing the company's customized accounting software package so every technician installs it the same way. What type of document is this?

  1. Service-level agreement
  2. Acceptable use policy
  3. Standard operating procedure
  4. Incident report
Show correct answer and explanation

Correct answer: C. Standard operating procedure

C is correct because an SOP gives step-by-step instructions for a routine task, such as a custom software package installation, so it is done consistently. A defines agreed service levels and response times, not installation steps. B defines how users may use company systems, not how technicians install software. D documents an unusual or unplanned event after it happens, not routine installation steps.

Operational Procedures

Sample question 3

A user calls the help desk and says, "My computer is broken." Which ticket description is the BEST example of clear, concise written communication?

  1. User says computer is broken again and needs it fixed today
  2. PC dead, tried stuff, nothing worked, see user for more info
  3. Laptop LT-0412 shows a black screen at power-on; fans spin, no beeps
  4. Probably a bad motherboard or maybe the RAM, check it out ASAP
Show correct answer and explanation

Correct answer: C. Laptop LT-0412 shows a black screen at power-on; fans spin, no beeps

C is correct because it identifies the device and states the observable symptoms precisely, so the next technician can act without re-interviewing the user. A repeats the user's vague words and gives no device information or specific symptoms. B is vague and forces the next technician to start over with the user. D guesses at a cause without recording the symptoms that were actually observed.

Operational Procedures

Sample question 4

A help desk analyst receives four tickets at the same time. Which ticket should be assigned the HIGHEST severity?

  1. A department wants a new color printer installed
  2. The company email server is down for all staff
  3. One user's second monitor flickers occasionally
  4. A user forgot the password for a training website
Show correct answer and explanation

Correct answer: B. The company email server is down for all staff

B is correct because an outage that stops work for the whole organization has the greatest business impact, so it receives the highest severity. A is a service request with no current outage, so it is low severity. C affects a single user intermittently and still lets them work, so it is low severity. D affects one user's access to a noncritical site and is low severity.

Operational Procedures

Sample question 5

A tier 1 technician has followed every step in the relevant knowledge base article, but a user's VPN client still fails with an unfamiliar error. What should the technician do NEXT?

  1. Escalate the ticket to tier 2 with detailed progress notes
  2. Reinstall the operating system on the user's laptop
  3. Close the ticket and ask the user to call back later
  4. Keep trying random settings until the error clears
Show correct answer and explanation

Correct answer: A. Escalate the ticket to tier 2 with detailed progress notes

A is correct because when first-level steps are exhausted, the ticket moves to the next escalation level, and progress notes keep the next tier from repeating work. B is a drastic, unapproved step that may not address a VPN client error. C leaves the issue unresolved and ignores the escalation process. D wastes time and risks new problems instead of escalating to a higher tier.

Operational Procedures

Sample question 6

An employee is leaving the company on Friday. Which task belongs on the user off-boarding checklist?

  1. Give the user's password to their manager for later use
  2. Delete the user's mailbox and files on their last day
  3. Order a new laptop and phone for the user's replacement
  4. Disable the user's accounts and collect assigned hardware
Show correct answer and explanation

Correct answer: D. Disable the user's accounts and collect assigned hardware

D is correct because off-boarding removes the departing user's access and recovers company assets, such as the laptop and badge, that were assigned to them. A violates security policy, because credentials must never be shared. B may destroy data the company must keep, so accounts are usually disabled and data retained per policy. C is part of onboarding a new user, not off-boarding the departing one.

Operational Procedures

Sample question 7

A new hire starts on Monday. Which item would the IT department MOST likely include on the new user onboarding setup checklist?

  1. Revoke the user's VPN certificate and remote access
  2. Document the root cause of last week's network outage
  3. Wipe the hard drive of the previous user's workstation
  4. Create accounts and assign the required group memberships
Show correct answer and explanation

Correct answer: D. Create accounts and assign the required group memberships

D is correct because onboarding prepares the new user's accounts, access, and equipment so they can work from their first day. A removes access, which is an off-boarding task rather than an onboarding task. B belongs in an incident report, not in a new user setup checklist. C is part of decommissioning or off-boarding, not setting up a new user.

Operational Procedures

Sample question 8

A laptop's display has failed. Before ordering a replacement part, the technician wants to know whether the repair is covered and who the laptop is assigned to. Where should the technician look?

  1. The standard operating procedure for laptops
  2. The asset management record for the laptop's asset tag
  3. The change management calendar for the month
  4. The knowledge base article for display problems
Show correct answer and explanation

Correct answer: B. The asset management record for the laptop's asset tag

B is correct because asset management records link each asset tag to its assigned user, purchase date, and warranty status. A describes how to perform tasks, not a specific laptop's warranty or assigned user. C schedules planned changes and does not record warranty or assignment details. D describes how to troubleshoot displays but does not track a specific laptop's warranty or user.

Operational Procedures

Sample question 9

The IT department commits in writing to the company's finance department that critical tickets will receive a response within 30 minutes during business hours. What does this agreement represent?

  1. A mutual non-disclosure agreement
  2. A standard operating procedure
  3. An internal service-level agreement
  4. An external third-party SLA
Show correct answer and explanation

Correct answer: C. An internal service-level agreement

C is correct because an SLA between an IT department and another department in the same organization is an internal SLA. A protects confidential information shared between parties and does not set response times. B describes how to perform a task, not a committed service level between departments. D is an agreement with an outside vendor or customer, not between two departments of one company.

Operational Procedures

Sample question 10

Help desk staff keep receiving calls about the same printer driver error, and one technician has found a reliable workaround. What is the BEST way to make the fix available to all technicians?

  1. Add the workaround to each closed ticket's resolution field
  2. Publish a knowledge base article describing the workaround
  3. Submit a normal change request to the change board
  4. File an incident report for each affected printer user
Show correct answer and explanation

Correct answer: B. Publish a knowledge base article describing the workaround

B is correct because a searchable knowledge base article lets every technician find and apply the known fix, which shortens future resolution times. A records the fix only in individual tickets, where other technicians are unlikely to find it. C is used to approve changes to systems, not to share a known workaround with staff. D records unplanned events after they occur and is not meant for sharing a reusable fix.

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