System and Networking

Training and Placements Program

Interview Questions

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 Index
SI.No Subjects Pages
1. Hardware 3-29
2 Windows 30-66
3 Mail 67-83
4 Networking 84-108
5 ITIL (Information 109-138
Technologies
Infrastructure Libraries)

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 Hardware

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 1. What is CMOS?
Cmos is the Complementary metal Oxide semiconductor. Which is used
to store the Computer Hardware Settings like Date, Time and Hard
Disk Type..Etc. and it‘s supported by 3 V Battery.

2. What is BIOS?

Bios is the Basic Input/output System . Which is used to Test

the Hardware like Memory, Hard disk,DVD Drive etc, When the
Computer is starting up. This process is Called POST.

3. What is POST?

Post is the Process of BIOS Which Test the Hardware like

Memory, Hard Disk and DVD drive when the system is booting.

4. What is the Booting process?

First When switch on the System the BIOS will check the Hardware
like Memory, hard disk, DVD etc then all the hardware are perfect
then OS (Operating System) will Boot.
5. What is the Different Types of Mother Boards?

  Intel
  Mercury
  Asus
  Dlink
  Gigabyte
6. What is the Mother Board Chipset?

It is part of Mother Board and The ICs Components like VGA, Sound
and Network Integrated in the mother Board called Mother Board
Chip sets.

7. How many Types of Chipsets?

SiS Chipset and VIA Chipsets.

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 8. What is the maximum Memory Supported in the Mother Board?

All desk top Mother Boards will support up to 16GB of memory.

But some of the server Mother Boards will support 64 to 128

GB memory.

9. What is Difference between Intel Core I3 and Core I5 and Core

I7 Processors?

S.No Features Core I3 Core I5 Core I7

1. No of cores 2 Core 4 Core 4 Core

2. Cache Memory Up to 3MB to Up to 6MB Up to 8MB

4MB
3 Turbo Boost Not Available Available Available

4 Hyper Available Not Available

Threading available
5 Speed 3.4-4.2GHz 2.4-3.8GHz 2.9-4.2GHz
frequency
(Clock Speed)

Core: Having multiple cores means that the computer can work on
more than one task at a time more efficiently, which will help keep
your system running snappily even if you have tasks, such as an
antivirus scan or video render, running in the background.

Turbo Boost dynamically increases the clock speed of Core i5 and i7

processors when more power is required. This means that the chip
can draw less power, produce less heat (most of the time) and only
boost when it needs to.

What is clock speed? The GHz figure you‘ll see represents the number
of clock cycles (calculations) a processor can manage in a second. Put
very simply, a bigger number means a faster processor. For example,
3.6GHz means 3,600,000,000 clock cycles. This figure should never be
used to compare processors from different families, generations or
manufacturers, however. Bigger is not better when comparing AMD
and Intel, or 2nd-gen to 7th-gen Intel processors: different processor

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 families have different levels of efficiency, so how much they get done
with each clock cycle is more important than the GHz number itself.

Hyper-Threading essentially tricks Windows into thinking that each

physical processor core is in fact two virtual (logical) cores. The
operating system can then share processing tasks between these virtual
cores in order to help certain applications run more quickly, and to
maintain system performance when more than one application is
running at once. A two-core Core i3 processor will appear as four virtual
cores in Windows‘ Task Manager, and a four-core i7 chip will appear as
eight cores. On both our quad-core and a dual-core test system, Hyper-
Threading increased the GeekBench 3 multi-core test score by 17%. Not
double the speed, but a useful boost nonetheless. This performance
increase will vary by program; some software is much better at
handling lots of threads.

10. How many hard disks will one motherboard support?

IDE ---Supports 4 Hard disk(Primary 2 and secondary 2)
SATA—Supports 4 Hardisk
SCSI ----up to 32 SCSI Devices ( hardisk,Scanner,Cd Rom ..etc)
11. What is Cache Memory?

Cache Memory is Built inside the CPU . which is used to store the
Frequently used Information‟s.
(And also Its is faster than the main memory and allows the CPU to
execute instructions and read and write data at a higher speed.)

12. What is the Difference between L1 and L2 Cache Memory?

L1 (level 1) cache - L1 cache stores information for use by

the processor. L1 cache is
extremely quick but also expensive. Most processors have an L1
cache divided into
space for data and space for instructions.

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 L2 (level 2) cache - L2 cache is the next step down from L1 cache.
Most processors
today have L2 cache, which increases cache performance. Most desktop
processors
have an L2 Cache of about 256KB, but some high-end processors can
have as much as
2MB.

13. What is Flash BIOS?

The Flash BIOS is one type ROM BIOS that can be upgraded by the software.

There are quite a few manufacturers that are producing different BIOS
chips: Award, AMI, Phoenix, and IBM. Most commonly you can find
AMIs, AWARDs and PHOENIXes. The BIOS is stored on a ROM chip.

These ROM BIOS chips can be of different measurements and look different
from each other. Check out the following two types of chips. The one on the
left is an AWARD (as stated on the sticker), while the one on the right is a
Phoenix chip.

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 14. When you are working in windows if you get suddenly Blue
Screen Error or BSD

(Blue Screen of Death) (fatal exception error) What could be

the problem?

  It could be RAM (Memory) problem.

 Other Possibilities are Hardware like Motherboard or Ram Loos
 contact.
 And corrupted OS files also produce the problems.

15. What are all the Different Types of hard Disk are available?

• SAS- Serial Attached SCSI.

• SCSI- Small Computer Systems Interface.

• SATA- Serial ATA or Serial Advanced Technology Attachment.

• IDE- Integrated Drive Electronics.

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 16. What is Difference between IDE and SATA Hard Disk?

IDE SATA

Integrated Drive Electronics. Serial Advanced Technology

Attachment
Data Transfer rate from 33 MB/s
to 130MB/s Data Transfer rate from 150 Mb/s
to 300 MB/s
It uses 4-Pin Molex Power
Connector It uses 15-Pin Power connector

40 Pin IDE Data Cable is used 7 Pin SATA Cable is used

It‘s not HOT swappable SATA drives have the ability to be

supported. hot swappable. Since the SATA
drives use a new type of power
connector, they are able to be
plugged in while the computer or
power supply is on.

17. What is SCSI and benefits?

SCSI is a Small Computer System Interface

It is also called as Serial Attached SCSI (SAS)

Abbreviated as SAS, Serial Attached SCSI, and an evolution of parallel

SCSI into a point-to-point serial peripheral interface in which controllers
are linked directly to disk drives. SAS is a performance improvement over
traditional SCSI because SAS enables multiple devices (up to 128) of
different sizes and types to be connected simultaneously with thinner and
longer cables; its full-duplex signal transmission supports 3.0Gb/s. In
addition, SAS drives can be hot-plugged.

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 18. What is difference Types memory Available?

  SD Ram (Synchronous Dynamic Ram)

  DDR –I (Double Data Rate)
  DDR-II
 DDR-III

19. What is difference Between SD and DDR-I, DDR-II, DDR-III
Ram?

SI. Features SD Ram DDR-I DDR-II DDR-

No III
Ram

1 No of Pins 164 Pins 184 Pins 240 Pins 240

Available Pins
2. 100 266Mhz,333Mh 733Mhz,800Mhz
Speed Mhz,133Mhz,166Mhz z 1033
MHZ
1066
3. Volts 3.3 V 2.4 V MHZ
2.4 Volt
4. Memory SMD Chips BGA Chips
Chips BGA Chips 1.4 V

BGA
Chips
(Bal
Grid
Array)

19. What volts goes to CMOS?

3 Volts.
20. What is the Virtual Memory?

Virtual memory is a memory management capability of an OS that uses

hardware and software to allow a computer to compensate for physical
memory shortages by temporarily transferring data from random
access memory (RAM) to disk storage.

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21. What is SMPS?

SMPS full form is Switching Mode Power Supply. It is a main power supply to
power the each and every component of computer or it converts the main
power supply 230volts to 12volts, 5volts, and 3volts and distribute to all
components of computer.

22. What are Differnce types of SMPS?

SMPSs are three types.

  AT SMPS
  ATX SMPS
 BTX SMPS
AT SMPS:
AT stands for Advanced Technology. These are all old SMPSs. They had
12pin power connector, this is called as AT power connector. They were
used in Pentium-I, Pentium-MMX, Pentium-II and Pentium-III CPUs.

ATX SMPS:

ATX stands for Advanced Technology extended. They had 20pin Power
connector, this is called as ATX power connector. They were used in
Pentium-III, Pentium-IV and AMD CPUs.

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BTX SMPS:
BTX stands for Balanced Technology eXtended. They have 24pin Power
connector, this is also called as ATX power connector. It has 15pin SATA
power connectors. They are used in Dual core, core2duo, Quad core, i3,
i5, i7 and latest AMD CPUs.

23. How to identify the Difference types

RAM? RAMs Identification

It is very easy to identify Which is the SD RAM or DDR RAM. But in DDR
RAM, we have three types of RAM. these are difficult to identify, which is
DDR-1, DDR-2 or DDR-3.

How to know SD RAM and its speed and capacity?

Very easy to identify the SD RAM, SD RAMs have only two notches. so easy
to identify this is SD RAM. Any RAM chip has label. on the label, there are
some specification of RAM. is it SD RAM or not, speed and capacities are
mentioned on the label. as shown is the blow ram and label. it is SD RAM,
because it has two notches. in the label, it is mentioned as SD RAM, capacity
is 128MB and speed is 133MHz. so this is the 128MB SD RAM.

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How to know DDR RAM and Its speed and capacity?

DDR RAMs have single notch. so identify the DDR RAMs are easy, But DDR
RAMs are three types. so identify the DDR-1, DDR-2 and DDR-3 is difficult.
so to identify DDR RAM, Label is only way to identify is it DDR-1 or DDR-2 or
DDR-3, so DDR type, speeds and capacities are mentioned on the label. here
the RAM is DDR RAM and some label are there. DDR means DDR 1 RAM, first
label is 512MB DDR 1 RAM, second is 1GB DDR2 RAM and third is 2GB DDR3
RAM.

24. What are all the Different Type of Hard Disk Drives?

Hard disk drives are three types.

  IDE Hard drives

 SATA Hard drives
 SCSI Hard drives

IDE Hard Drives:

IDE Stands for Integrated Device Electronics. These drives are also called as
PATA (parallel Advanced Technology Attachment) hard drives. Hard drives
have 40pin data interface and 4 pin power connector and Jumper setting to
change drive setting to connect motherboard. These drives have low speed
and low capacity than SATA and SCSI hard drives. ATA cables are used to
connect Hard drives to motherboard. These drives capacities are 10GB,
20GB, 40GB, 80GB, 120GB, 160GB, 250GB and 320GB.

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SATA Hard Drives:

SATA stands for Serial Advanced Technology Attachment. These drives have
4pin data interface and 7 pin power interface to work and no jumper pins,
because no need to change drive setting. these drives have high speed and
high capacity than IDE hard drives and Low speed and low capacity than
SCSI hard drives. 4pin SATA cables are used to connect hard drives to
motherboard. These drives capacities are 80GB, 120GB, 160GB, 250GB,
320GB, 500GB, 1TB and 2TB.

SCSI Hard Drives:

SCSI stands for Small Computer System Interface. These drives have
generally 50 to 68 pins. These drives are very high capacity and high speed
than both IDE and SATA drives. 50 to 68 pin SCSI data cables are used to
connect these hard drives. Generally these drives are used in servers.
Capacities are 160GB, 250GB, 320GB, and 500GB, 1TB, 2TB, 5TB and 10TB.

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25. What are all difference types of Ports are available?

Back Side Ports or Black Panel

Type of Ports

PS/2 Ports
Serial Port
VGA Port
Parallel Port or Printer Port
USB Ports
Ethernet Port
Audio Ports
  DVI Port
 eSATA Ports

Maximum all motherboards have PS/2 Ports, VGA ports, USB ports, Ethernet
Port
 and Audio Ports. but latest motherboards have DVI and eSATA ports.





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VGA Port

VGA stands for Video Graphics Array. VGA Port is also one of the back
side ports.

VGA port is used to connect monitors, Which has 15 pin in three rows. It is
always in blue color. This is also a D shape connector and This is female
port. This port is come from motherboard. when your VGA port has broken,
You must get the PCI VGA card to connect monitor. This VGA connector
supports analog and digital monitors. That means VGA , SVGA Monitors

USB Port

USB stands for Universal Serial Bus. It is a universal port and used for all
latest devices.

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It has 4 pins. two pins for 5volts and 2 pins for data transfer. It supports
maximum all latest devices, such as keyboards, mice, printers, scanner, pen
drives, cell phones, iPads, iPhones etc.

Symbol of USB

USB/versions

USB 1.1: Many versions from introduced USB. USB 1.1 released in 1998. It
supports 1.5 Mbitspersecond.

USB 2.0: It released in 2000. USB 1.1 has been upgraded by USB 2.0 with
Hi-Speed. It supports 480 Mbits per second. so that, this is called as hi-
speed USB.

USB 2.0 logo

USB 3.0: It released in 2008. It is 10 times faster than USB 2.0. speed is 5
Gbits per second.

USB 3.0 logo

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Ethernet or LAN port

Ethernet port is also called as LAN port.

This port is used to connect Local Area Network (connected to another

computer or LAN HUB or LAN Switch or Router. It has 8 pins. RJ45 jack is
used to insert in this connector. it has two LED. Green LED for connectivity
and orange LED for sending data.

Parallel Port or Printer Port

Parallel Port is one of the interface to connect printers.

Parallel Port is also called as Printer port. Because it is used for printers only.
It is a 25 Pin female port and D shape connector. It is bidirectional port,
send and receive data at a time. It supports Dot Matrix Printers only. Latest
motherboards doesn't have the parallel port.

Serial Port

Serial Port is used to connect external modems and old model serial mice.

Two serial port were in old motherboard. now all motherboards have only
one serial port. It has 9 pins, it is a male connector and D shape connector.

It supported Dail-Up modems, Satellite Phones, Printers, Digital cameras and

serial mouses. It sends only one bit at a time.

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PS/2 Ports

PS/2 Type of Port, simple PS 2 Ports. Here are the PS/2 ports, one for
keyboard and second for mice.

Some are also called as 6 pin PS/2 Ports. Maximum all motherboards have
two PS/2 Ports. Purple color PS/2 port for keyboard and green color PS/2
port for mice device. Latest motherboard only one PS/2 Port. Purple color
PS/2 port is only for keyboard not for mice, at the same green color PS/2
port is only for mice not for keyboard.It has 6 pins.

In older days 5 pin Din connector was used for Keyboard. PS/2 Ports are
replaced Din Port. PS/2 Ports are designed in 1987.

26. What Are The Differences Between Multitasking And

Multiprocessing?

Multitasking: Enables the processor to do multiple programs

simultaneously by fast switching through the programs. Here doesn't have
the involvement of multiple processors.

Multiprocessing: Enables the processor to do multiple programs

simultaneously by the use of multiple processors.

27. What The Difference Between Fsb And Bsb?

Front Side Bus. Another name for the system bus. The Front Side Bus
connects the CPU to main memory. A microprocessor bus that connects the
CPU to aLevel 2 cache is called Back Side Bus. Typically, a backside bus runs
at a faster clock speed than the Front Side Bus.

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28. What Is Packaging A Microprocessor? What Are The Different
Packaging Available?

Packaging is the process of connecting a microprocessor with a computers

motherboard. The types of microprocessor packaging are:
a) PGA
b) SPGA
c) SECC
d) LGA

29. What Is LGA ?

An LGA socket is the connection point for a central processing unit (CPU)
to fit into a motherboard. The LGA stands for Land Grid Array.
30. What Is Hyper Threading? What Is The Use Of It?
A thread of execution, or simply a "thread," is one series of instructions
sent to the CPU. Hyper-threading is a technology developed to help make
better use of spare processing cycles. Hyper-threaded processors have a
duplicate set of registers, small spaces of high-speed memory storage used
to hold the data that is currently needed to execute a thread.

When a CPU core is delayed, waiting for data to be retrieved from another
place in memory, it can use these duplicate registers to spend the spare
computation cycles executing a different thread. The second set of registers
will be pre-loaded with the data needed to execute the second thread, so
the CPU core can begin work immediately

31. No Display. What Is The Problem?

a) CPU fan problem

b) Heat sink related issue
c) Power related issues
d) Improper Jumper settings

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32. What Is The Use Of Conventional Memory In The System?

The size of conventional memory is 640KB. It is also called DOS memory or

Base memory. This memory is used by some small programs like Word star,
Lotus etc…DOS cannot use more than 640KB.

33. What Is Cache Memory? What Is The Advantage If A Processor

With More Cache Memory You Are Using?

Cache memory is the memory area between RAM and Processor. If

cache memory increases the speed of the system will also improve.

34. What Are The Different Types Of Ram?

RAM, DRAM, VRAM, SGRAM, DDR-SDRAM etc….
35. Computer restarts frequently what is the Problems?
SMPS Problem. Replace the power supply.
36. Hard disk not detected what could be the problems?

First we have to check the hard disk power cable then check the Hard
Disk Data Cable
Any lose contact. Then Fix them properly.

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37. What is different Type of Beep codes Problems?

Beeps Error Message Description

The programmable interrupt timer or

1 short DRAM refresh failure programmable interrupt controller has
probably failed
A memory parity error has occurred in the
2 short Memory parity error first 64K of RAM. The RAM IC is probably
bad
Base 64K memory A memory failure has occurred in the first
3 short failure 64K of RAM. The RAM IC is probably bad
The system clock/timer IC has failed or
4 short System timer failure there is a memory error in the first bank
of memory
5 short Processor error The system CPU has failed
The keyboard controller IC has failed,
which is not allowing Gate A20 to switch
6 short Gate A20 failure
the processor to protected mode. Replace
the keyboard controller
The CPU has generated an exception error
Virtual mode processor
7 short exception error because of a fault in the CPU or
motherboard circuitry
Display memory The system video adapter is missing or
8 short read/write error defective
The contents of the system BIOS ROM
does not match the expected checksum
9 short ROM checksum error
value. The BIOS ROM is probably
defective and should be replaced
10 CMOS shutdown register
The shutdown for the CMOS has failed
short read/write error
11
Cache error The L2 cache is faulty
short
An error was encountered in the video
1 long,
Failure in video system BIOS ROM, or a horizontal retrace failure
2 short
has been encountered
1 long, A fault has been detected in memory
Memory test failure
3 short above 64KB
1 long, The video adapter is either missing or
8 short Display test failure defective
2 short POST Failure One of the hardware test have failed

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38. What are all the SMPS Voltages and Color coding for that?
AT, ATX, BTX SMPS Connectors, voltages and functions

There are three types of SMPSs. They are AT, ATX, BTX. These three
types of SMPSs have different connectors and each wire has different
voltages. Here the connectors and its voltages.

AT SMPSs have 12 pin power connector, ATX SMPSs have 20 pin power
connector and BTX SMPSs have 24 and 28 pin power connectors. AT power
supplies were used in 80‘s and from 1996 we use ATX power supplies. Here
are the AT, ATX and BTX SMPSs voltages and users.

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 SMPS AT ATX BTX

Red +5v +5v +5v

Yellow +12v +12v +12v
Blue -12v -12v -12v
White -5v -5v -5v
Black 0v 0v 0v
Orange +5v +3.3v +3.3v
Green ---- +5v +5v
Gray or Brown ---- +5v +5v
Purple ---- +5v +5v

Red : it is used for signal sending

Yellow : It is used for motor running
White &Blue : It is used for backward compatibility
Black : It is used for grounding purpose
Orange : It is used for power good signal
Green : It is used for power supply on in ATX

Gray & Brown : It is used for power good signal in ATX

Purple : It is used for auto shutdown in ATX

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39. How do you check the SMPS?

Find the 24 Pin connector from SMPS then We have to short the Green and
Black wire using U shape bend wire.

If SMPS fan rotates then SMPS is fine if the FAN does not rotate then
SMPS is Faulty.

  Green wire is Switching Volts 3 V or called power on.

 Black wire is Ground wire.

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40. How do you fix Hard disk related problems?

Hard disk drive is internal storage media in a computer, on which you can
install operating system and save different data. Sometimes, some problems
probably occur on a hard disk drive, in which situation you usually cannot
write data to the hard disk drive. Even worse, the hard disk drive becomes
inaccessible and does not allow you to read or copy any file.
Common hard disk drive error and problems:

  Hard disk drive turns to RAW and asks to be reformatted

  Hard disk drive shows I/O device error
  Hard disk drive is not accessible, access is denied
 Hard disk drive is not accessible. The file or directory is corrupted and
 unreadable.
  Device error on hard disk drive
  More other hard disk drive malfunctions
 Hard Disk Drive Problems Causes

You may face different kinds of problems on a hard disk drive, which usually
result from following possible reasons:

  Hard disk drive contains bad sectors

  Hard disk drive is attacked by virus
  The parameter of hard disk drive is lost or incorrect
  MBR is corrupted
  Hard disk drive file system is corrupted
 Symptoms of Hard Drive Error

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Your computer usually pops up some error message when a hard disk
drive has errors, but sometimes you do not receive any warning message.
Or a hard disk drive sometimes stops working normally when it has
problems. How can you know that a hard disk drive has problem? Here are
some common symptoms of hard disk drive errors:

1. PC pops up SMART error message. SMART, also written as S.M.A.R.T., is

short for Self-Monitoring Analysis and Reporting Technology. It is a
monitoring system included in a hard disk drive. If you receive SMART error
message, it indicates that there is some physical damage in your hard disk
drive. You had better move all data to another hard disk or replace this hard
disk with a new one in order to prevent data loss.

2. Windows cannot boot normally. This is a problem that can be caused by

many reasons such as virus infection, software conflict, hardware failure,
etc. Hard drive failure is a possible reason that can lead PC to be
unbootable, so you should check if carefully if there is any malfunction on
the hard disk drive if you are unable to boot Windows computer normally.
Usually, if it is a hard drive problem that cause PC cannot boot, system
probably pops up following message:

 Device error or Non-System disk or disk error, Replace strike any key
 when ready
  HDD Controller Failure
  Invalid partition table
  No ROM Basic, System Halted
 Error loading operating system or Missing operating system

In fact, you may meet various kinds of malfunctions on a hard disk

drive, which usually cause different troubles on your computer.

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Hard Disk Drive RAW Not Formatted Error

If you receive not formatted error on system partition, your computer may
be not able to boot normally. You usually need to reinstall Windows
operating system and reformat the disk drive to fix the problem. If hard
disk drive shows not formatted error on a data partition, it usually has no
influence on system partition. However, you cannot access the hard disk
drive when it asks to be formatted and changes to RAW file system.

Solution: Extract all inaccessible files from the hard disk drive without a data
recovery tool and then format the disk drive from RAW to NTFS or FAT32
Hard Disk File or Directory Is Corrupted and Unreadable Error
It pops up error message "file or directory is corrupted and unreadable"
when you double click a hard disk drive on computer. This problem usually
occurs when the partition table gets damaged.
Solution:
1. Assign a new drive letter to the partition of hard disk drive. For
example, if the hard disk drive E shows the error message, you can assign
another drive letter like F, G, etc to this partition (Please make sure that
there is no other partition has the same drive letter when you attempt to
assign a new drive letter).
2. Click "Start" > "Programs" > "Command Prompt" > enter "chkdsk /f
e:" (e: is the drive letter of the partition that shows the error message)
3. Run Windows Error-checking tool to check and repair bad sectors on
the hard disk drive which shows the error message
4. If all solutions above failed, you can format hard disk drive to fix the
problem.
Hard Disk I/O Device Error

It shows I/O device error on hard disk drive? This problem may result from
hard disk bad sectors, unformatted error, file directory corruption or I/O
address conflict, etc.

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1. You can install the hard disk to another computer to see if it can work.
If it still shows the same error message, it indicates that there is
something wrong with the hard disk. You need to recover all data from the
hard disk and then run error-checking tool to fix the hard drive

2. If the hard disk works well in another computer, probably it is the

I/O address conflict that causes the I/O device error. You can boot your
computer in safe mode and fix the I/O address to fix the problem.

41, System is power on, but beep sound occurs. What would be
the problem?
One long beep: Memory problem
One long and two short beeps: Video error
One long and three short beeps: Video error
Continuous beeps: Video/memory problem
Other beeps: Check the motherboard manual
42. What is Power Good Signal? Explain its functionality.
In addition to the voltages and currents that a computer needs to operate,
power supplies also provide a signal called the Power-Good signal,
sometimes written as Power_OK or Power Good or you can distinguish it by
its gray color. Its purpose is to tell the computer all is well with the power
supply and that the computer can continue to operate normally. If the
Power-Good signal is not present at startup, the CPU is held in reset state. If
a Power-Good signal goes down during operation the CPU will shutdown.
The Power-Good signal prevents the computer from attempting to operate
on improper voltages and damaging itself.

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Windows

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 1. What is the difference between Win XP and Win 7 OS.?

Windows 7 Windows XP
Real system restore No Real System restore option
Bit locker feature available No Bit locker option
(Bit locker which helps you
protect your sensitive information
from hackers)
The shutdown and the startup is Slow
very fast in Windows 7
Windows 7 provides good Less
Graphical User Interface (GUI)
components
In windows 7 there is no It is necessary to install drivers.
necessity for the drivers to be
installed
User defined themes can be in Windows XP themes cannot be
implemented in Windows 7 created by the user
provides maximum security to Windows XP this feature is not
the operating system available.

2.What is new Features of Windows 8 and windows 8.1

Features Windows 8:
No Start Button – Metro UI
Simpler Task Manager
Improvements to Copy, Move, Rename and Delete
The New Windows Explorer
Fast Startup Mode
Plug-in Free Browsing
Reengineered Boot Experience
Sign in using Windows Live ID
Refresh/Reset Your PC
Scaling for Different Screen Sizes

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Win 8 & Win 8.1

A start button included on the taskbar but doesn't open the menu. It'll
take users to the start screen when clicked

In 8.1 they really want users to sign in with a Microsoft Account and store
all their user files online via SkyDrive
3. What is minimum Hardware requirements for windows 7 ?

1GHz processor or faster 32-bit (x86) or 64-bit (x64)

1GB of RAM for 32-bit or 2GB of RAM for 64-bit
16GB of hard drive space for 32-bit or 20GB for 64-bit
DirectX 9 graphics device with WDDM 1.0 or higher.

4. What is minimum Hardware requirements for windows 8 ?

Processor: 1 gigahertz (GHz) or faster with support for PAE, NX, and
SSE2 (more info)
RAM: 1 gigabyte (GB) (32-bit) or 2 GB (64-bit)
Hard disk space: 16 GB (32-bit) or 20 GB (64-bit)
Graphics card: Microsoft DirectX 9 graphics device with WDDM driver
5. What is DirectX?

Microsoft DirectX is a collection of application programming

interfaces (APIs) for handling tasks related to multimedia, especially
game programming and video, on Microsoft platforms.
6. What is WDDM?

Windows Display Driver Model (WDDM) is the graphic driver architecture for
video card drivers running Microsoft Windows versions beginning with
Windows Vista.

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 7. What is Minimum Hardware configuration for Windows
10? Processor: 1 gigahertz (GHz) or faster.
RAM: 1 gigabyte (GB) (32-bit) or 2 GB (64-bit)
Free hard disk space: 16 GB.
Graphics card: Microsoft DirectX 9 graphics device with WDDM driver.
8 What is new features in windows 10?

  The Start Menu is Back, Baby.

  Cortana Makes the Start Menu Even Smarter.
  Microsoft Edge Finally Replaces Internet Explorer.
  You Can Now Add Multiple Desktops.
  Windows Now Has a Central Notification Center.
 Universal Apps and Continuum Bridge Tablets and PCs

9. What is different version of windows 7?

Windows 7 What It Does

Version
Windows 7 Designed for developing countries, this version adds
Home Basic better graphics and Internet connection sharing to the
Starter edition.
Windows 7 Built to fill most consumers‘ needs, this version
Home includes programs for watching and recording TV on
Premium the PC as well as for creating DVDs from videos.
Windows 7 Aimed at the business market, this features
Professional everything from Home Premium plus tools used by
small businesses: extra networking features, for
example, and similar business tools.
Windows 7 Microsoft sells this large business version in bulk to
Enterprise large businesses.

Windows 7 This version aims at the wallets of information

Ultimate technology specialists who spend much of their lives
in front of their keyboards.

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10. What is the advantage of using ADO?

ADO, or Active X data objects, allows developers to create applications

that can interoperate well with other data application services.
11. What is APM?

APM, or Advanced Power Management, was developed by Microsoft and Intel

as an API. This API is mainly used for power management, and is very
useful especially to those using Windows on their laptops or netbooks.
12.What is plug and play?

Plug and Play is a technology wherein hardware components that are

installed on PCs using Microsoft operating system are immediately
recognized and made usable. This means that the drivers necessary to make
it work are already available on the operating system package.
13.What is a Hotfix?
Hotfix are files that are distributed by Microsoft Customer Service. These are
intended to address issues such as bugs and errors within existing software.

14.What are DLLs?

DLL is short for Dynamic Link Library. These are shared library files
that contain usable codes and routines that other applications can
utilize to create other new applications.
15. What is registry?
Registry is a very important component of the Windows Operating System.
It stores important information, such as setup and configuration, installation
settings, and user settings.
16. What are cookies?
Cookies are small pieces of information that are stored in a browser. It
keeps track of user preference, like what sites are visited, what keywords
are used, among others.

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17. What is defrag?

Defrag is a system utility tool under Windows operating system that is

designed to rearrange the ordering of data on disk. This action makes the
disk run faster and access to data more efficient.
18. What is the difference between Windows XP & Windows 7?

  It Support More Graphics (GUI)

 It Support Bit Locker(Hard disk partitions can be Protected
 with Password)
  Windows Defender(Built in Virus Scanner features from Microsoft)
 Parental Control,( Parents can control the Children in Windows
by Restriction on Login Timings)
  Windows Touch and Tap instead of point and Click,
 Multiple Active Firewall.

19. What is the Difference between NTFS and FAT32.
NTFS
Support Maximum size of partition is 2 Terabytes & more.
Maximum File size is up to 16TB.
File & folder Encryption is possible only in NTFS.

It support Disk Quota (Means we limit the disk space for Windows
usres when logged in c: and d: in Hard disk.
FAT 32
Maximum size of partition is up to 2 TB.
Maximum File size is up to 4 GB.
File & folder Encryption is not possible.
20. How will you convert FAT32 to NTFS?
To convert a volume to NTFS from the command prompt
Open Command Prompt. In the command prompt window, type
C:> convert drive_letter: /fs:ntfs
For example, typing convert D: /fs:ntfs would format drive D: with the
ntfs format.

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21. What are primary Partition, Extended Partition and Logical
Partition?

A primary partition contains one file system. The first partition (C:) must
be a primary partition..
An extended partition is a primary partition which contains secondary
partition(s). A hard disk may contain only one extended partition..

Extended partition that is sub divided into many drives is called as

Logical partition..
22. 10. What is Virus?

Vital Information Resource under Seige.It is an executable Program

which Performs Malicious activities in the system.
23. What is Antivirus?
An Antivirus Is a Software that protects the system from Virus Attack..
24. What is the difference between Delete and Quarantine in
Action methodology for Virus Scanning?

Delete will delete all the virus infected files and Quarantine create a copy
from an infected file and produce a new one..
25. What are the procedures for cleaning an infected virus system?

Unplug the system from the Network if it is in a Network & Scan the System
with the Updated Antivirus..

26. When system booting “NTLDR file Missing” Error. What would be
the solution?

Boot the System from the OS cd and Select Repair Option

26. When XP is booting up system gets restart automatically.

What would be the solution?

May be RAM problem so replace it...

Virus would have affected..

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27. Explain about Windows Firewall?

Firewall Restricts the System from Unwanted User Login to the computer
thro the Internet or Local Area Network..

28. Difference between Administrators and Power Users?

Members of the Administrator group have total control over the computer
and everything on it. The user named Administrator is the default
account within this group

The Power User class can perform any task except for those reserved for
Administrators. They are allowed to carry out functions that will not
directly affect the operating system or risk security

29. What is Service Pack? Is it needed to be installed in all

the system?

A service pack (in short SP) is a collection of updates, fixes and/or

enhancements to a software program delivered in the form of a
single installable package.
Yes it should be installed in all the systems.
Windows XP Latest Service Pack is SP3

30. What is Device Drivers? Why it is needed?

A device driver is a program that controls a particular type of device that is

attached to your computer. There are device drivers for printers, displays,
CD-ROM readers, diskette drives, and so on

31. Explain about Local Printer and Network Printer?

A network printer is shared by more than one computer using the IP Address
that is assigned to the printer.
A local printer is directly connected to one computer & shared using
sharing & security

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32. Explain detail how to install a Network Printer?

To install the printer using an IP address, go to Start>Control

Panel>Printers and Faxes and then click the Add Printer icon. Next, click
Create a new port, then select Standard TCP/IP Port from the drop-
down menu. You will then be asked to enter an IP address. Enter the IP
address of the print server and click Next. You will be asked to select the
printer manufacturer and the model from the list. If you do not see your
printer listed, insert the disk that came with the printer and click Have Disk.
If you do not know the IP address of the printer, you can sometime select
Browse for printer in the beginning of the process. If the networked printer
is attached to another computer is being shared, you will need to enter the
name of the computer followed by the share name of the printer. For
example: \\computername\printername.

33. How does virus get loaded into computer?

Through Exe Files, Pen drive, CD, E-mail, Internet Etc...

34. What is Boot Process in a computer?

First is the POST, this stands for Power On Self-Test, for the computer. This
process tests memory as well as a number of other subsystems. You can
usually monitor this as it runs each test. After that is complete the system will
run POST for any device that has BIOS (Basic Input-Output System).

35. One fine morning system is not able to login into domain.
What could be the problem?

May be Network problem.

Password would have expired.

May be some restriction policy applied.

35. In a workgroup environment how many system can access a

shared folder simultaneously.

10 Systems

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36.What is command to view computer name?

Ipconfig /all or hostname

37. Explain Ping command in detail.

Packet Internet Gopher is a simple command line network tool that you
can use to verify your connectivity to a network.

38. What would the problem if system gets restarted frequently?

RAM problem, Virus Attack, Dust in processor FAN.

39. What would the problem if the system gets hanged off?

RAM problem,OS Corrupt,Virus Attack,Hard Disk Problem.

40. What could be the problem if hard disk gets in problem?

Disk boot failure, Hard Disk not detected, CableProblem, BlueScreen,

No power supply, Bad Sectors.

41. What is msconfig? Why it is used?

Microsoft System Configuration Utility is a utility to troubleshoot the

Windows startup process.

42. What is Remote Desktop? Why it is used?

Remote Desktop is used to take another network system remotely Remote

desktop allows you to control the desktop and, indeed, the entire contents
of a computer from another machine entirely

43. What is system restore? Why it is used?

System Restore helps you restore your computer's system files to an

earlier point in time. It's a way to undo system changes to your computer
without affecting your personal files, such as email, documents, or photos.

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44. How Many types of NT Backup are Available?
There are Five Types of backup
1.Normal
2.Copy
3.Daily
4.Incremental
5.Differential

45. What is the differential Between Incremental and Differential

Backup?

Incremental Backup will take the Back up of incremented data and it will
clear the Archive Bit after Taking the backup.

Differential Backup will take the Back up of Differential Data and it will
not clear the Archie bit.
46. What is an ActiveX control?
ActiveX is a software component of Microsoft Windows. If you have Internet
Explorer, then ActiveX is already installed on your computer. ActiveX
controls are small programs, sometimes called add-ons that are used on the
Internet. They can enhance your browsing experience by allowing animation
or they can help with tasks such as installing security updates at Microsoft
Update.
47. What is Patch?
A patch is a piece of software designed to update a computer program or its
supporting data, to fix or improve it. This includes fixing security
vulnerabilities [1] and other bugs, with such patches usually called bug
fixes or bug fixes, and improving the usability or performance
48. What is service pack (SP)?
An Service Pack is a small set of applications with software patches or
security loops removing errors and bugs, modifying components or adding
new features. Its purpose is to improve user productivity from earlier
versions. Most major software vendors release application service packs
annually or as required.

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49. How do you update the patches in Windows?

  Swipe in from the right edge of the screen, and then tap Search. ...
  Tap or click Settings.
  In the search box, type Windows Update.
  Tap or click Install optional updates.
 In the details pane, click Check for updates, and then wait while
Windows looks for the latest updates for your computer.
50. What are all Different types of Security updates in
Windows? There are three types of updates:

  Service packs
  Regular updates
 Security updates

Service packs upgrade systems to the most current code base. Updates and
security updates resolve a known issue. Updates should be adopted on an
as-needed basis. They should be evaluated and applied only if computers
within the organization are experiencing the problem the update is designed
to resolve.

We recommend that organizations install critical updates and service

packs as soon as they become available.
Service Packs
A service pack is a periodic update that corrects problems in one version of a
product. In addition to correcting known problems, service packs provide
tools, drivers, and updates that extend product functionality, including
enhancements developed after the product was released. Specifically,
service packs are designed to get software users to the current code base
for the product in question. This is important because the current code base
is where developers update the code.

Service packs keep the product current, and they update and extend a
computer's functionality. Service packs may also contain a limited number
of customer-requested design changes or features.

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Updates

Updates are code fixes for products that are provided to individual customers
when those customers experience critical problems for which no feasible
workaround is available.

Updates are not intended for general installation, since they do not undergo
extensive beta testing when they are created. Microsoft targets update
support toward enterprise-level customers and designs it to provide an
extra level of security for mission-critical software systems. Updates may
not be distributed outside the customer organization without written legal
consent from Microsoft.

Security Updates

Security updates address security vulnerabilities. Attackers wanting to break

into systems can exploit such vulnerabilities. Security updates are analogous
to updates, but should be considered mandatory, and they must be
deployed quickly.

51. What's the difference between update and upgrade?

An update is a free program that fixes issues with the software or adds
more hardware support while Upgrades are add additional features to
your software product and are not free.

53. What is a computer virus?

Computer viruses are self-reproducing programs that use various

methods of transmission to spread infection from computer to computer.
54. How are computer viruses spread?
Computer viruses are usually spread through email, by sharing files, or
on disks.
55. What is a virus definition?

A virus definition is a file provided by the antivirus software vendor

that allows the antivirus program to identify a virus on a computer.
Virus definitions are updated frequently.

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56. Do We Have To Uninstall The Existing Antivirus Program
Before Installing A New One?

If you are changing to a new antivirus product, you will need to uninstall the
previous antivirus scanner first.

After uninstalling, you must reboot your PC before installing the

new scanner.
If you are simply upgrading the existing antivirus software to a newer version
of the same product, there is no need to uninstall the older version first.
However, if the new version is two or more versions newer than the old, then
you will want to uninstall the old version before installing the new.

57. What is malware?

Short for malicious software.

58. What Is Meant By Malware?

A is software used or created to disrupt computer operation, gather sensitive

information, or gain access to private computer systems.

It can appear in the form of code, scripts, active content, and

other software.

Malware' is a general term used to refer to a variety of forms of

hostile, intrusive, or annoying software
What Are The Uses Of Usage Of Malware?
59.Usage of Malware:

Many early infectious programs, including the first Internet Worm,

were written as experiments or pranks.
Today, malware is used primarily to steal sensitive personal, financial, or
business information for the benefit of others.

• Malware is sometimes used broadly against government or corporate

websites to gather guarded information, or to disrupt their operation
in general.
However, malware is often used against individuals to gain personal
information such as social security numbers, bank or credit card numbers,
and so on.

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60.What Are The Types Of Malware?
Types of Malware:
Viruses
Trojan horses
Worms
Spyware
Zombie
Phishing
Spam
Adware
Ransomware
61. What Is A Virus?
Viruses:

A program or piece of code that is loaded onto your computer without your
knowledge and runs against your wishes.
Viruses can also replicate themselves.
All computer viruses are manmade.
Viruses copy themselves to other disks to spread to other computers.
They can be merely annoying or they can be vastly destructive to your files.
62. Give Few Examples Of
Viruses? Examples of computer
viruses are: Macro virus.
Boot virus.
Logic Bomb virus.
Directory virus.
Resident virus.

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63.What Is Trojan Horse?give Few Examples?
Trojan horse

A Trojan horse program has the appearance of having a useful and desired
function.

A Trojan Horse neither replicates nor copies itself, but causes damage or
compromises the security of the computer.

A Trojan Horse must be sent by someone or carried by another program

and may arrive in the form of a joke program or software of some sort.
These are often used to capture your logins and passwords.
Example of Trojan Horses :
Remote access Trojans (RATs)
Backdoor Trojans (backdoors)
IRC Trojans (IRCbots)
Keylogging Trojans
64. What Are
Worms? Worms
A computer worm is a self-replicating computer program.

It uses a network to send copies of itself to other nodes (computers on the

network) and it may do so without any user intervention.
It does not need to attach itself to an existing program.
65.What Is Spyware?
Spyware:
Spyware is a type of malware installed on computers that collects
information about users without their knowledge.

The presence of spyware is typically hidden from the user and can
be difficult to detect.

Spyware programs lurk on your computer to steal important information,

like your passwords and logins and other personal identification information
and then send it off to someone else.

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66. What Is Zombie?

Zombie : Zombie programs take control of your computer and use it and its
Internet connection to attack other computers or networks or to perform
other criminal activities
67. What Is Phishing?
Phishing :

• Phishing (pronounced like the word 'fishing') is a message that tries to

trick you into providing information like your social security number or bank
account information or logon and password for a web site.

• The message may claim that if you do not click on the link in the
message and log onto a financial web site that your account will be
blocked, or some other disaster.
67.What Is Ransomware?
Ransomware :
Ransomware is a form of malware that essentially holds a computer
system captive while demanding a ransom.

The malware restricts user access to the computer either by encrypting files
on the hard drive or locking down the system and displaying messages that
are intended to force the user to pay the malware creator to remove the
restrictions and regain access to their computer.
68.What Is Spam?
Spam :
Spam is email that you did not request and do not want.
One person's spam is another's useful newsletter or sale ad.
Spam is a common way to spread viruses, trojans, and the like.

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69.What Is Adware?
Adware :

Adware (short for advertising-supported software) is a type of malware

that automatically delivers advertisements.

Common examples of adware include pop-up ads on websites

and advertisements that are displayed by software.

Often times software and applications offer ―free‖ versions that come
bundled with adware.
70.How Malware Spreads?
Malware is a program that must be triggered or somehow executed before
it can infect your computer system and spread to others.
Here are some examples on how malware is distributed:
Social network.
Pirated software.
Removable media.
Emails.
Websites.
71. How Can You Protect Your Computer?
Install protection software.

Practice caution when working with files from unknown or

questionable sources.
Do not open e-mail if you do not recognize the sender.
Download files only from reputable Internet sites.
Install firewall.
Scan your hard drive for viruses monthly.

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72.What Are The Symptoms?
Symptoms:
Increased CPU usage.
Slow computer or web browser speeds.
Problems connecting to networks.
Freezing or crashing.
Modified or deleted files.
Appearance of strange files, programs, or desktop icons
Programs running, turning off, or reconfiguring themselves (malware will
often reconfigure or turn off antivirus and firewall programs) Strange
computer behavior Emails/messages being sent automatically and
without user‘s knowledge (a friend receives a strange email from you that
you did not send).

There seems to be a lot of network activity when you are not using the
network.
The available memory on your computer is lower than it should be.
Programs or files appear or disappear without your knowledge.
File names are changed.
73.What Is Anti-malware Program?

Anti-Malware Program : Anti-Malware program is used to prevent, detect,

and remove computer viruses, worms, trojan horses and any other type of
malware.
Examples of Anti-Malware program:
Antivirus program.
Anti-spyware program.
Anti-spam program.
Firewall.

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74.What Is Antivirus Program? Give Few Examples?
Antivirus Program :
―Antivirus" is protective software designed to defend your computer against
malicious software.
In order to be an effective defense, the antivirus software needs to run in
the background at all times, and should be kept updated so it recognizes
new versions of malicious software.
Examples of Antivirus Program :
Norton Antivirus.
AVG.
Kaspersky.
Avast.
PC-Cilin.
McAffee.
Avira.
75.What Is Anti-spyware Program?what Is Anti-spam Program?

Anti-Spyware Program : Anti-spyware program is a type of program

designed to prevent and detect unwanted spyware program installations and
to remove those programs if installed.
Examples of Anti-spyware program:
Spyware Doctor.
AVG Anti-spyware.
STOPzilla.
Spysweeper.

Anti-Spam Program : Anti-spam software tries to identify useless or

dangerous messages for you.

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76. Explain What Is Firewall?

A firewall blocks attempts to access your files over a network or internet

connection.
That will block incoming attacks.
Your computer can become infected through shared disks or even from
another computer on the network.
So you need to monitor what your computer is putting out over the
network or internet also.

77. what does APIPA stand for and how can you tell if your
computer is using it? why would your computer be using it?

APIPA stands for Automatic Private IP Addressing, if a client machine fails

to get an IP Address Allocated by the DHCP Server, APIPA will give it a non
rout-able address in the 169.254 range

When client fails to obtain IP address from server then it automatically

allots IP address by itself. It is called APIPA.
78. What is the difference between Network Printer and Shared
Printer?

Network printer: Network printer has its own IP address. it is connected

to local area network through switch.

Shared printer: When printer is installed in one system, it is in network when

we share that printer to another system which is in same network is called
shared printer

79. If the computer restarts continuously while booting before

the appearance of login screen, what could be the cause, what are
the different methods of solving this problem?
If system restart continues please follow the below steps.
1. Check if the RAM is inserted properly or not
2. Check the CPU fan
3. Check the SMPs voltage.

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80 What are all windows Booting files?
NTLDR - Loader file
NTDETECT.COM - Recognizes hardware
BOOT.INI - OS menu
BOOTSECT.DOS - Alt boot sector
NTOSKRNL.EXE - Kernel
HAL.DLL
SYSTEM32CONFIG - Registry
SYSTEM32DRIVERS*.SYS - Drivers
81. What are booting files for Windows 7?

BOOTMGR – Found in the MBR this file boots up the Windows

operating system
BCD (Boot Configuration Data) - is text file that lists the available OS
found and tells the BOOTMGR where to find boot partition
WINLOAD.EXE- Loads the Windows Interface
NTOSKRNL.EXE- Windows Vista/7 Core Files
WIN.COM - Windows Vista/7 command file
HAL.DLL - Hardware Abstraction layer of Windows Vista/7

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82. What is network discovery?

Network discovery is a network setting that affects whether your computer

can find other computers and devices on the network and whether other
computers on the network can find your computer.
There are three network discovery states:
• On
This state allows your computer to see other network computers and
devices and allows people on other network computers to see your
computer. This makes it easier to share files and printers.
• Off
This state prevents your computer from seeing other network computers
and devices and prevents people on other network computers from seeing
your computer.
• Custom

This is a mixed state in which some settings related to network discovery

are enabled, but not all of them. For example, network discovery could be
turned on, but you or your system administrator might have changed
firewall settings that affect network discovery.

Network discovery requires that the DNS Client, Function Discovery

Resource Publication, SSDP Discovery, and UPnP Device Host services are
started, that network discovery is allowed to communicate through Windows
Firewall, and that other firewalls are not interfering with network discovery.
If some but not all of these are true, the network discovery state will be
shown as Custom.

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To turn on network discovery

1. Open Advanced sharing settings by clicking the Start button, and

then clicking Control Panel. In the search box, type network, click Network
and Sharing Center, and then, in the left pane, click Change advanced
sharing settings.
2. Click the chevron to expand the current network profile.

3. Click Turn on network discovery, and then click Save changes. If

you're prompted for an administrator password or confirmation, type
the password or provide confirmation.

83. What is new features of Windows

10 Start Menu is back.
Microsoft Edge is new Web browser it replaced with old Internet Explorer.
It support creating Multiple Desktops.
Central Notification Center
Universal Apps and Continuum Bridge Tablets and PCs

85. What is the Difference Between 32bit and 64bit version of

windows ?

S.No 32 Bit Version 64 Bit version

1 It Supported on 32bit It supported on latest 64
Based old CPU like bit CPU like Pentium 4
Pentium 386 etc. core I3, I7 etc.

2 It support RAM size up to It Supports RAM size up

4GB Only. to 192 GB
3. It Does not support 64 It supports 64 Bit
bit Based applications Applications.

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 Windows Server Interview Questions

1) What is the different between Workgroup and Domain?

Domain Server has Centralized Control Where else Workgroup has no
Centralized Control
Domain Network has higher level of security when compared to Workgroup.

Domain Network Implementation and Maintained cost is very less when

compared to that of workgroup.
Time constrain is very less when compared to that of a Workgroup.

Administrator has overall control on the network where else workgroup

has no control.
2. How will assign Local Administrator rights for domain user?

Navigate to Local User and Groups add the domain users to

administrators group in the local system.

3. How will you restrict user logon timing in domain?

Navigate to Active Directory Users and Computers, User Properties select

logon times and restrict the user logon timing as needed.

4. What is the purpose of sysvol?

The sysvol folder stores the server's copy of the domain's public files. The
contents such as group policy, users, and groups of the sysvol folder are
replicated to all domain controllers in the domain. The sysvol folder must
be located on an NTFS volume.

5. What is OU? Explain its Uses.

Organization Unit is set of active directory object within a domain. It is

used to design an organization structure, Restrict user‘s visibility and to
delegate control.

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6. What is DNS Server?

Domain Name System is used to resolve domain name to IP Address and

also used to resolve IP Address to Domain Name. It has two zones Forward
and Reverse Lookup Zone. Forward Lookup Zone resolve Domain name to
IP address. Reverse Lookup Zone is used to resolve IP address to Domain
Name. Some records associate with DNS
A Record binds Name with IP Address
PTR Record binds IP Address to Name
7. Why DNS server is required for Active Directory?

The key reason for integrating DNS with AD is that client server
communication takes place with Domain Name. Network needs IP address to
reach the destination; In order to resolve Domain Name to IP Address we
need DNS Server. If DNS Server is not configured properly the network
becomes slow.

8. What is the Purpose of A and PTR Record?

A Record OR Host Record is used to bind a Name with IP Address.
PTR Record is used to bind an IP Address with Name.
9. What is the purpose of DHCP Server?
DHCP Server is used to assign IP address automatically to all the clients‘
computers. It is useful in large enterprise network, where we may not able
track the IP address and also used to avoid IP conflict.

10. What is DHCP Server?

DHCP is the Dynamic Host Configuration protocols which is used to

assign the
IP address automatically to the Clients.
11. How to configure DHCP server?

First open the Server Manager then select the Add roles and services
then select the DHCP Services and Install it. Then go to Tools and select
DHCP then create the DHCP Scope then

Provide the Starting and ending Range of IP address the provide the DNS
IP Address then it will get configured.

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12. Explain about Scope in DHCP Server?

Scope is collective information of assigning IP address for clients. It

contains information like IP Address Range, Exclusion Range, Lease Period,
Reservation, Router IP Address, DNS Address, etc. Based on the scope
configuration DHCP allocates IP address to its entire client.
13. What is DNS?
DNS is the Domain naming server which is used to resolve the name to IP
address and IP Address to Name.
14.What is FSMO Roles in windows server?

Flexible Single Master Operation Roles (FSMO)

Active Directory has five special roles which are vital for the smooth
running of AD as a Multi master system. Some functions of AD require
there is an authoritative master to which all Domain Controllers can refer
to. These roles are installed automatically and there is normally very little
reason to move them, however if you de-commission a DC and DCPROMO
fails to run correctly or have a catastrophic failure of a DC you will need to
know about these roles to recover or transfer them to another DC.

The forest wide roles must appear once per forest, the domain wide
roles must appear once per domain.

The Roles

There are five FSMO roles, two per forest, three in every Domain. A
brief summary of the role is below.

Forest Wide Roles:

 Schema Master

The schema is shared between every Tree and Domain in a forest and must
be consistent between all objects. The schema master controls all updates
and modifications to the schema.

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  Domain Naming Master

When a new Domain is added to a forest the name must be unique

within the forest. The Domain naming master must be available when
adding or removing a Domain in a forest.

Domain Wide Roles:

 Relative ID (RID) Master

Allocates RIDs to DCs within a Domain. When an object such as a user,

group or computer is created in AD it is given a SID. The SID consists of
a Domain SID (which is the same for all SIDs created in the domain) and
a RID which is unique to the Domain.

When moving objects between domains you must start the move on the
DC which is the RID master of the domain that currently holds the object.

 PDC Emulator

The PDC emulator acts as a Windows NT PDC for backwards compatibility,

it can process updates to a BDC.

It is also responsible for time synchronizing within a domain.

It is also the password master (for want of a better term) for a domain. Any
password change is replicated to the PDC emulator as soon as is practical. If a
logon request fails due to a bad password the logon request is passed to the
PDC emulator to check the password before rejecting the login request.

 Infrastructure Master

The infrastructure master is responsible for updating references from objects in

its domain to objects in other domains. The global catalogue is used to compare
data as it receives regular updates for all objects in all domains.

Any change to user-group references are updated by the infrastructure

master. For example if you rename or move a group member and the
member is in a different domain from the group the group will
temporarily appear not to contain that member.

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  Enter in ntdsutil
 At the ntdsutil command prompt enter in roles
  At the fsmo maintenance prompt enter in connection
 At the server connections prompt enter in connect
 to domancontrollername
 At the server connections prompt enter in quit
  At the fsmo maintenance prompt enter in transfer schema master
 Quit from the console

15. Explain APIPA.

A Windows-based computer that is configured to use DHCP can

automatically assign itself an Internet Protocol (IP) address if a DHCP
server is not available or does not exist. The Internet Assigned Numbers
Authority (IANA) has reserved 169.254.0.0-169.254.255.255 for Automatic
Private IP Addressing (APIPA).
16. What is ADS?

ADS is the Active Directory Services Which is Centralized Directory service

it stores all information of the networks such as User Accounts, Groups,
Computer Information, Domain Controller information, Group Policy,
Organization Unit,etc.
17. What is AD Database File?

Active Directory data store, the actual database file, is

%System Root%\NTDS\NTDS.DIT..
18. Explain about Group Policy.

Group policies are used by administrators to configure and control user

environment settings. Group Policy Objects (GPOs) are used to configure
group policies which are applied to sites, domains, and organizational
units (OUs) .There is a maximum of 1000 applicable group policies.
19. What is the default time for group policy refresh interval time?
The default refresh interval for policies is 90 minutes. The default refresh
interval for domain controllers is 5 minutes. Group policy object's group
policy refresh intervals may be changed in the group policy object.

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20. What ports are used by DHCP and the DHCP clients?

Requests are on UDP port 68, Server replies on UDP 67.

21. How do I configure a client machine to use a specific IP Address?

By reserving an IP Address using client machine MAC or Physical address.

22. Name 3 benefits of using AD-integrated zones.

AD Integrated Zones allow Secure Dynamic Updates. I.e. there will not be
any duplicate or unwanted records. Since all the information are validated in
active directory.

By creating AD- integrated zone you can also trace hacker and spammer
by creating reverse zone.
AD integrated zones are stored as part of the active directory and support
domain-wide or forest-wide replication through application partitions in AD.
23. How do you backup & Restore AD?

Using Windows NTBackup Utility. In Backup select systemstate will

include active directory backup. Restore the Same using NTBackup Utility.
24. How do you change the DS Restore admin password?

Using NTDSUTIL tool.

25. How can you forcibly remove AD from a server?

Using the command dcpromo /force removal

26. What will be the problem if DNS Server fails?

If your DNS server fails, No Client will able to reach the Domain
Controller, which will create authentication and Control Issues.

28. What can you do to promote a server to DC?

Using the command dcpromo

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29. What is Minimum Configuration hardware configuration
for Windows 2012 server
CPU-Pentium-IV-!ghz
RAM 1 GB
HDD free Space 20 GB.

30. Explain Quotas.

Disk Quota is a feature or service of NTFS which helps to restrict or

manage the disk usage from the normal user. It can be implemented per
user user per volume basis.By default it is disabled. Administrative
privilege is required to perform the task. In 2003server we can control only
drive but in 2008server we can establish quota in folder level.
31. Explain Backup Methodology.
The different types of backup methodologies are:

Normal Backup:-This is default backup in which all files are backed up even
if it was backed up before.

Incremental Backup:-In this type of backup only the files that haven‘t been
backed up are taken care of or backed up.

Differential Backup:-This backup is similar to incremental backup because

it does not take backup of those files backed up by normal backup but
different from incremental because it will take backup of differentially backed
up files at next time of differential backup.
System Backup:-This type of backup takes backup of files namely, Boot
file, COM+Class Registry, Registry. But in server it takes backup of ADS.

ASR Backup:-This type of backup takes backup of entire boot partition

including OS and user data. This should be the last troubleshooting method
to recover an os from disaster.
32. Explain how to publish printer through AD.
Navigate to Active Directory Users and Computers, Create new printer
and add the printer i.e. the printer share name (UNC) Path. Automatically
the printer will be published in Active Directory.

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33. Explain the functionality of FTP Server?

File Transfer Protocol is used transfer large volume of files and huge number
of files simultaneous between different geographic locations.

34. Specify the Port Number for AD, DNS, DHCP, HTTP, HTTPS,
SMTP, POP3 & FTP
AD - 389
DNS - 53
DHCP Server- 67,
DHCP Client -68
HTTP - 80
HTTPS - 443
SMTP - 25
POP3 - 110
FTP - 21,22
35. Explain Virtual Directory in IIS?

A virtual server can have one home directory and any number of other
publishing directories. These other publishing directories are referred to
as virtual directories.

36. What is Exclusion Range in DHCP Server?

Exclusion Range is used to hold a range IP addresses. Those IP Address

can be used or may not be used in the network, but DHCP server does not
assign those IP to its client.

37. Explain SOA Record.

Start Of Authority (SOA) Records indicate that Name Server is authoritative

server for the domain.

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38. What command is used to clear DNS cache in client PC?
Ipconfig /flushdns

39. Explain Secure Dynamic Updates in DNS Server.

Only when installing active directory and DNS in the same server (AD
Integrated Zones) we can select Secure Dynamic Updates. Then all the
records will automatically be updated in DNS. Since all the information
is validated in active directory there will not be any duplicate or
unwanted records

40. Explain FRS in detail.

File Replication Service is a Microsoft service which replicates folders stored in

sysvol shared folders on domain controllers and distributed file system shared
folders. This service is a part of Microsoft‘s active directory service.

41. Explain the protocol involved in ADC replication.

Remote Procedure Call (RPC) is the protocol used in ADC replication.

42. Explain the difference between Patches and Service pack.

Patches are fixes, updates or enhancements for a particular program

whereas service packs include a collection of

43. What is WSUS?

WSUS is Windows Software Update Services. It is server provided by

Microsoft free of cost to manage patches for windows environment
centralized.
44. How client server communication takes place in WSUS server?
Using Web Server or Web Services

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45. What is the difference between Dynamic Disk and Basic Disk?

Basic Disk: Basic Disk uses a partition table to manage all partitions on the
disk, and it is supported by DOS and all Windows versions. A disk with
installed OS would be default initialized to a basic one. A basic disk contains
basic volumes, such as primary partitions, extended partition, and all logical
partitions are contained in extended partition.

Dynamic Disk: Dynamic Disk is supported in Windows 2000 and later

operating system. Dynamic disks do not use a partition table to track all
partitions, but use a hidden database (LDM) to track information about
dynamic volumes or dynamic partitions on the disk. With dynamic disks
you can create volumes that span multiple disks such as spanned and
striped volumes, and can also create fault-tolerant volumes such as
mirrored volumes and RAID 5 volumes. Compared to a Basic Disk, Dynamic
Disk offers greater flexibility.

46. If the Client machine does not receive the IP Address from DHCP
server how do you troubleshoot?
We have to go command Prompt and type the following command.
Ipconfig /renew
47. What is “hosts” files?

The hosts file is a computer file used in an operating system to

map hostnames to IP addresses. The hosts file is a plain-text file
and is traditionally named hosts.

48. What is “lmhosts” files?

The lmhosts files are a computer file used in an operating system to

map NetBIOS name. It is equivalent that of WINS.
49. Explain About Global Catalog.

global catalog contains a complete replica of all objects in Active

Directory for its Host domain, and contains a partial replica of all objects
in Active Directory for every other domain in the forest.

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50. Name some OU design considerations.

It is used to design an organization structure, Restrict user‘s visibility and

to delegate control.
51. Name a few benefits of using GPMC.

GPMC is used to customize group policy.

It is easy to maintain different OU policy effectively.

Provide option to take backup and restore group policy.

52. You want to standardize the desktop environments (wallpaper,

My Documents, Start menu, printers etc.) on the computers in one
department. How would you do that?
Configure Group Policy based on OU.

53. By default, if the name is not found in the cache or local hosts
file, what is the first step the client takes to resolve the FQDN name
into an IP address?

Create a record in DNS Server

54. You are administering a network connected to the Internet. Your

users complain that everything is slow. Preliminary research of the
problem indicates that it takes a considerable amount of time to
resolve names of resources on the Internet. What is the most likely
reason for this?

DNS Issues
55. Describe how the DHCP lease is obtained.
It‘s a four-step process consisting of (a) IP request, (b) IP offer, (c)
IP selection and (d) acknowledgement.
57. We‟ve installed a new Windows-based DHCP server, however,
the users do not seem to be getting DHCP leases off of it.

The server must be authorized first with the Active Directory.

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56. I can‟t seem to access the Internet, don‟t have any access to
the corporate network and on ipconfig my address is 169.254.*.*.
What happened?
The 169.254.*.* netmask is assigned to Windows machines running
98/2000/XP if the DHCP server is not available. The name for the technology
is APIPA (Automatic Private Internet Protocol Addressing).
What is Roaming profile?
Roaming Profiles is used to allow users of an Active Directory Domain
to access their desktop and documents from any PC of the domain.
What is the Difference between Local profile and Roaming profile?

A Local profile is a folder that contains all the settings pertaining to a user‘s
working environment. By default, the profile is stored in the C:\Users
directory.
A roaming profile, on the other hand, is stored on a network instead on the
local drive of the machine where you are logged. A Roaming profile is cached
locally by default. The advantage of a roaming profile is that a user can log into
any machine in the domain and have a consistent working environment.

A profile has two types of content:

Files and folders, NTUSER.DAT

The concept of a roaming profile is that the user‘s profile is stored on a file
share, and it is downloaded from the file server whenever a user logs in,
doesn‘t matter on which machine. It is cached in C:\Users on the
computer that the user is logged into.

When the user is logged out, the content changes of the profile are
saved back to the file server.
What is Mandatory profile?
A mandatory user profile is a roaming user profile that has been pre-
configured by an administrator to specify settings for users. Settings
commonly defined in a mandatory profile include (but are not limited to):
icons that appear on the desktop, desktop backgrounds, user preferences in
Control Panel, printer selections, and more. Configuration changes made
during a user's session that are normally saved to a roaming user profile
are not saved when a mandatory user profile is assigned.

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58. How do you configure mandatory profiles?

Rename ntuser.dat to ntuser.man

59. What is Page File and Virtual Memory?

Page File Is Storage Space For The Virtual Memory, Page File Uses Hard Disk
Space As a Memory To Provide Memory Allocation...
61. Where are group policies stored?

%SystemRoot%System32\Group Policy

62. What are GPT and GPC?

Group policy template and group policy container.

63. Where is GPT stored?

%System Root%\SYSVOL\sysvol\domain name\Policies\GUID

64. You change the group policies, and now the computer and user
settings are in conflict. Which one has the highest priority?

The computer settings take priority.

65. What is protocol used in ADS and port no?
LDAP (Lightweight Directory Access Protocol) is a software protocol for
enabling anyone to locate organizations, individuals, and other resources
such as files and devices in a network, whether on the public Internet or on
a corporate intranet. Port Number is 389

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 Microsoft
Mail Client

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1). How to configure Outlook?
To configure we need basic following Things.
1. Email ID and Password
2. POP3 and SMTP protocols.
Then we have to follow the steps:
First we have to open control Panel then select Mail then select Add
email then provide Email ID and password the provide the POP3 and
SMTP protocols it will get configured.

2). What is POP3 and SMTP protocols?

POP3 is the Post office Protocols ver 3 which is used to receive the
mails from related mail server. And TCP port no is 110.

SMTP is the Simple Mail transfer protocols which is used to send the
mail. The TCP Port number is 25

3).Explain what is IMAP (Internet Message Access Protocol)?

IMAP means Internet Message Access Protocol; it is a standard protocol

for using e-mail service from your local server.

4).Explain what is POP3 protocol?

POP3 means Post Office Protocol 3 is a protocol that offers a simple way
for users to use mailboxes and download messages to their computers. It
allows users to download mails from the mail server to the local server and
enables you to read the mail even if you are offline.

5) Explain what is SMTP protocol?

SMTP or Simple Mail Transfer Protocol allows you to send emails and not
to receive them, it act as Mail Transfer Agent (MTA) to deliver your e-mail
to the recipient‘s mail server.

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6) Explain how to create an e-mail signature in an Outlook?

To set an e-mail signature in an Outlook

  In the main menu under TOOLS, click on OPTIONS

 Go to the MAIL FORMAT tab and click signature
  Under signature tab, click NEW
  Type the new signature‘s desired name and the click OK
 Type the desired text of your under ―EDIT SIGNATURE‖ and then click
OK and click OK again

7) Explain what is new in Outlook 2013?

In Outlook 2013, the new feature includes

 Preview message in the message list: You can figure it out from
the message list itself, what message to read and what to be
 ignored, as you can see a little description of mail on the mailing list. 
 Quicker respond with inline replies: Just with one click you can
reply to the mail sender and act as a real-time chat

8) Explain how you can access AOL e-mail account with Outlook?

To set up an AOL e-mail account in Outlook

  Select tools, from account settings in the main menu in Outlook

 Go to the e-mail tab option and then click NEW
  Ensure that Microsoft Exchange, POP3, IMAP or HTTP is selected
  Click Next
 Type your name and enter your full AOL e-mail address
  Click next, and after that make sure internet E-mail is selected
 Click next again
  Now select IMAP under account type
 Under incoming mail server type ―imap.aol.com‖
  Under outgoing mail server (SMTP) enter ―smtp.aol.com‖
 Enter your AOL screen name under user name and then enter
 your AOL password
  Tap on more settings and go to outgoing server tab
 Make sure ―My outgoing server‖ (SMTP) request authentication
 is checked
Now go to the ―Advanced‖ tab, under server port numbers type ―587‖
for outgoing server (SMTP). After that click OK, now click Next and
then click Finish and then click close.

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9.) What is PST?

PST is the personel storage file which is used to store all the
outlook messages.

Maximum file size of PST is 50 GB.

10) what is OST?

An OST file (.ost) is an offline folder file in Microsoft Outlook. Offline folders
make it possible for the user to work offline and then to synchronize
changes with the Exchange server the next time they connect. The ability to
work offline is useful in environments with limited or unreliable connectivity.

11) What is difference between PST and OST?

Difference between MS Outlook OST & PST files

OST stands for Offline Storage Tables. It is an offline folder created by MS

Outlook and MS Exchange to hold offline copies of whatever exists in the
Exchange server. To make it simpler to understand, you can just call OST
files as as local copy of your Exchange mailbox. It is created when your
emails are delivered to your Outlook mailbox and will contain all your
emails, contacts, calender entries and tasks. Outlook has to be in Cached
mode for Offline folders to work. OST files allow you to work even when you
are not connected to your exchange server (i.e. when you are offline) and
then, when you get online it will synchronize itself with your exchange
server mailbox.

On the other hand, PST stands for Personal Storage Tables. These are also
known as personal folders or personal files. It is not created by Outlook or
the Exchange server. Instead, you (or any user, for that matter) can create
it to store all your emails, contacts, calendar entries etc. These PST files can
be stored anywhere in your computer and it makes it that much easier for
you to keep a backup copy of your PST files or move it from one computer to
another.

Until Outlook 2002, a PST file could hold only upto 2GB of data. And as it
approached that limit it would start to become unstable. But from Outlook
2003 onwards, it could hold up to 10 times that limit.

If, at any point of time your PST files become unstable, you can still repair it
using the Scanpst.exe utility, which you can find when you run a search in

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your computer. It is a fairly easy process. All you need to do is to follow the
onscreen instructions.

Similarly, if your OST file happens to become corrupted, you can scan it and
repair it with the Scanost.exe utility. You will find it when you search for it
in your computer.

12) How to take PST file backup?

Step 1: To start backing up your files in Outlook 2013 and 2016, click the
File menu and select Open & Export from the left-hand menu.

Step 2: Click the Import/Export button to open the Import and Export
Wizard, which will also kick you out of the touch-friendly menu system — it‘s
best to have a conventional keyboard and mouse or touchpad for the
following steps. In Outlook 2010, click File, select Options, and click
Advanced.

Step 3: Click Export to open the wizard. The following steps are identical
for all three versions of Outlook.

Step 4: Select Export to a file from the action list and click Next, which will
result in two options. Select Outlook Data File (.pst), and click Next again.
On the next screen, select which files and folders you want to back up. Most
of the time, you‘ll want to create a complete backup of the files for one
account. To do this, simply click the email address associated with the
account, the first item in the list, and click Next. Make sure that Include
subfolders is checked so that you capture all the information.

Step 5: If you want greater control of what‘s backed up, click an individual
mail folder, the Contacts or Calendars section, or any of the other options in
the list. By default, all of the folders within a selected folder will be backed up
as well. To disable this behavior, uncheck the box marked include subfolders.
To remove specific email messages from the backup, such as mail sent to or
from your personal address, click filters. On this screen, you can create a
search by word, subject or body field, to or from address, or time. More
advanced filters, including size, flags, and importance ratings, are available via
the More Choices and Advanced tabs. When you‘re finished setting up your
filters, click OK to return to the export menu.

Step 6: The next screen allows you to select the location and name of
your backup file. Click Browse, then navigate to the folder you want, name
the file, and click OK. The browser window will then close.

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Step 7: Click Finish. You can add a password to this file for extra security, or
leave both fields blank if you don‘t want to assign a password. Then, click
OK to create the backup file. Keep in mind that it may take a few seconds if
you have a ton of emails stored in Outlook.

13) How to repair the corrupted PST file?

Using the Tool called scanpst.exe we can repair the PST file.

Scanpst.exe is installed when you install Outlook. It is located at:

drive:\Program Files\Microsoft Office\OFFICE12.

Repair errors by using Scanpst.exe

1. Exit Outlook if it is running.

2. Double-click Scanpst.exe, located at drive:\Program Files\Microsoft
Office\OFFICE12.
3. In the Enter the name of the file you want to scan box, enter the
name of the .pst or .ost file that you want to check, or click Browse to
search for the file.
4. To specify the scan log options, click Options, and then click the
option that you want.
5. Click Start.
6. If errors are found after the scan is complete, you will be prompted
to start the repair process to fix the errors.

14) what is default location PST file stored in outlook?

C:\Users\admin\AppData\Local\Microsoft\Outlook\Outlook.pst

15) What is Archive?

An Archive is a way to reduce the size of your Outlook Data File when the
amount of email you keep starts to tax your computers resources, causing it
to slow down. Unlike a traditional backup in which a copy is made, archived
items are moved to a separate Outlook Data File and set aside to be
accessed when needed.

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16) what is the Difference between Outlook and Outlook express?

S.No MS Out Look Out Look Express

1 It Comes with Ms It Comes with by

Office Product Default with Windows

2 It Used on Enterprise It is used in Small

Networks Home users

3 It has the features It does not have

like Calendar, these features
Scheduler and
Organizer

4. The Messages Stored This will stores

here in the form of messages as dbx
Database file called format
PST format Extension.(Database
file)
(PST-Personnel
Storage file)

5 The Maximum PST Maximum Database

file is up to 50 GB file up to 640 MB
Only

6 It can be used as It can‘t be Used

client for MS
exchange server

13) How do you archive in Outlook?

Open Outlook.

Select: File > Info > Cleanup Tools (Mailbox Cleanup).

Click on Archive in the dropdown box.

In the window that opens you can change the settings to Archive:

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 All your folders and subfolders.

A single folder and all its subfolders.

Set Outlook to Archive everything before a specified date.

Click OK and the Archive file will be created and attached to Outlook.

The Archive process will then run using the settings you previously entered.
All email received before the date you selected will be moved to the Archive
file. If the email being Archived is in a folder named John Doe, it will be
stored in a folder named John Doe in the Archive file. If a folder does not
have email old enough to be Archived, the folder will not be created in the
Archive file until it does.

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Note: To see if the Archive process is running, look at the lower right-hand
corner of the Outlook screen.

When the Archive process has finished, right-click on the Archive and select
Close"archive".

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14) Mention what is the short cut used to undelete a message in an
Outlook?

To delete a message in an Outlook, you can use shortcut Cntrl+Z

15) Mention what is the short cut for switching to tasks

and switching to mail in Outlook 2013?

  Short cut for switching to tasks: Ctrl+4

 Short cut for switching to mail: Ctrl+1

16) In MS Outlook how you can create recurring meeting?

To create a recurring meeting request

 In the main window, tap on options NEW, now click the arrow right of
 the NEW button and select Meeting Request
  Click on options and then recurrence
  Select the type of details from your options and then click OK
 Enter the recipient‘s mail address and then click send

17) Explain how you can manage junk mails in MS Outlook?

 Go to the main menu, tap on tools option and select ―options‖ tab
  It will open a window, under preference tab; you will have the option,
 ―Junk E-mail‖ and ―E-mail options.‖
  If you click on ―junk e-mail‖ option, it will open another window
 In this window, you can choose the option and click on the checker‘s box
the way you required like ―permanently delete suspected junk emails‖ or
―disable links and other functionality in phishing messages.‖
In the end, tap on ―Apply‖ and then click ―OK‖.

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 18) what is office 365?

Which is Latest version of MS office Product. Office 365 is a cloud based

application where all mails and documents can be stored in Cloud.
Microsoft has given 50 Gb Space in cloud. And also office 365 need not
to be installed in your local machine as applications. Microsoft will
provide user id and password when you purchase this product.

Through that you can login and use all features of office 365 like
word, excel, PowerPoint and Mail.

19. What new features in Office 365?

1. Chat with co-workers in Office apps
Have you heard about Skype in-app integration in Office 2016 apps? Use this
feature to chat, share screens and have audio or video conversations with
your colleagues. And you don‘t even have to leave the application you‘re
working in! Even when you do close the application, you can continue the
conversation via Skype on your desktop or phone, and keep talking to the
team as they edit.

2. Inserting links to stored files instead of sending entire files to co-

workers
Forget about email attachments. Sharing a document for co-authoring
is easy!
Upload your file to Office 365‘s cloud storage. Write an email using Outlook (or
Outlook Web App). Instead of attaching a file, insert the link to the file on your
cloud. Outlook will automatically grant edit permission to the people you are
emailing. You can change the permissions anytime you want.

3. Turning OneNote items into Outlook calendar events

Convert notes to tasks inside your calendar and assign them to colleagues
with reminders and deadlines. Send meeting minutes taken in OneNote
by email and automatically add details (date, location, attendees,…) for
each meeting they‘re related to.

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4. Using your mouse as a laser pointer for better
PowerPoint presentations

Use a simple keyboard shortcut (Ctrl+P) to turn your mouse into a laser
pointer during your PowerPoint presentations. You can also use the
Presenter Mode commands. This feature has been part of PowerPoint for
years, but was recently integrated for touch-screen devices. If you hold
your finger or stylus down on the device, the red button fake laser pointer
will appear.
5. Power Map in Excel: Turning data into a map
Power Map is part of the powerful and interactive data visualization
features in Excel, which are enhanced with Power BI, the solution for
analyzing, visualizing and sharing data insights. You can turn rows of data
into a 3D interactive map with Power Map, which includes the ability to
filter data using three different filters: List, Range, or Advanced.

6. Editing and converting to PDF made easy

Finished editing your document, spreadsheet, presentation or publication?
Converting it to a PDF is made simple with the Save as PDF integrated feature.
If you want to edit a PDF, you can convert it into a Word document without
the formatting issues that come with copy-pasting or editing.

7. Resume Reading your Word documents

The Resume Reading feature in Word allows you to pick up where you left
off, even on different devices! Word automatically bookmarks the last page
you were reading!

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8. 50GB of email storage
Each user gets 50GB of storage with Exchange Online for email, calendar,
tasks, notes, contacts and attachments. You can save more space in your
mailbox by using the OneDrive cloud storage to share attachments.

9. Intelligent email inbox that can de-clutter itself

Microsoft‘s Clutter feature will use your mailbox rules to automatically

organize your email so high-priority messages are visible first. Other
email will be moved to the Clutter folder so you can view it later.
10. Working anywhere from any device

You get the Office Web Apps with your Office 365 subscription, so you can
work on your cloud files from any up-to-date Web browser on an Internet-
connected computer. You don‘t have to install the Office software on the
computer.

You also get access to Office Mobile Apps so you can use Word, Excel,
PowerPoint, Outlook and OneDrive directly from your smartphone or tablet
while you‘re on the move! Download them from your Android or iOS
device store.
20. if Out look is Too slow how do you troubleshoot?

This is the most common of Outlook‘s problems. Over time, emails, notes,
calendar entries, attachments etc. keep piling up in the Outlook PST
making it abnormally large in size. It eventually reaches to such an extent
that working with Outlook becomes nearly impossible due to its utterly slow
speed.

Solution – The first solution here is to starve the PST. You need to remove
any and everything that is causing the PST to bloat up. Find out the folder
called ―Larger Than 100 Kb‖ in Outlook 2007, it will contain all emails that
are larger than 100 Kb. Delete all unwanted old emails (especially the ones
with bulky attachments). If you really need an attachment, save it to the
disk but clear it out of the PST. Also, delete all other unwanted emails and
clear out the Trash.

The second thing that could do wonders is Archiving. Archive your emails
by year. This will save large amounts of data to your disk relieving the PST
of its burden.

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21.) Outlook crashes unexpectedly Crashed?

It‘s ironical how something that‘s meant to help can itself become a cause of
the trouble. Many Outlook add-ins claim to help around with Outlook‘s
working and make things easier for you but heaven turns into hell when any
of the add-ins corrupt. Sadly quite a few add-ins have bugs and many are
poorly written. A corrupted add-in can cause Outlook to crash without
warning. And if you were in the middle of composing a rather long and
important email, the frustration can be imagined. Installing too many add-
ins can make Outlook slow too.

Solution – To find out if add-ins are causing a problem, start Outlook in

safe mode and see if it performs better. If it doesn‘t, the problem lies
elsewhere. However, if it does, go to Outlook‘s Trust Center and disable
any suspected add-ins, then restart Outlook normally.

22. Problems with sending and receiving emails in MS Outlook

When you find some issues while sending or receiving emails in your MS
Outlook account; there could be a few reasons for such errors. Your internet
connection is really important here, first, you need to check your internet
connection and check whether it is working or not. If needed, you should fix
it and try sending emails.

When your internet connection is working properly and still you are
experiencing the same issue; you should check your Outlook configuration
settings. The server settings play a vital role and if there is some issue with
it; you can‘t send or receive emails.

When there is some error with the incoming server settings, you will not
get emails in your account. If your outgoing server settings are incorrect,
you can‘t send emails. This issue needs to resolve with; either reconfiguring
the settings or updating the settings and try sending emails.

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23 Explain how to create an e-mail signature in an Outlook?
To set an e-mail signature in an Outlook
In the main menu under TOOLS, click on OPTIONS
Go to the MAIL FORMAT tab and click signature
Under signature tab, click NEW
Type the new signature‘s desired name and the click OK

Type the desired text of your under ―EDIT SIGNATURE‖ and then click
OK and click OK again
24.) Given below are some of the commonly used MS Outlook „Run‟
Commands:

Click Start then choose Run then type each of the following commands
followed by <<Enter>>
1: Outlook /Safe (Opens the outlook in Safe mode)
2: Outlook /Cleanprofile (cleans the profile)

3: Outlook /cleanfreebusy (while using meeting planner to check the

free-busy information)
4: Outlook /cleanreminders (Clean the reminders)
5: outlook /cleanviews
25.) How Much Mail Can Be Stored In Each Mailbox?
The recommendation is 5000 messages per folder.
26.) What Is IMAP Protocol?
IMAP (Internet Message Access Protocol): Is a standard protocol for
accessing e-mail from your local server. IMAP is a client/server protocol in
which e-mail is received and held for you by your Internet server. As this
requires only a small data transfer this works well even over a slow
connection such as a modem.

Only if you request to read a specific email message will it be downloaded

from the server. You can also create and manipulate folders or mailboxes on
the server; delete messages etc.

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27.) Explain Email Ports?

For networks, a port means an endpoint to a logical connection. The port

number identifies what type of port it is. Here are the default email
ports for: –
POP3 – port 110
IMAP – port 143
SMTP – port 25
HTTP – port 80
Secure SMTP (SSMTP) – port 465
Secure IMAP (IMAP4-SSL) – port 585
IMAP4 over SSL (IMAPS) – port 993
Secure POP3 (SSL-POP) – port 995
28.) How To Backup Your .pst File?
Outlook stores each user‘s folders, messages, forms, and files in a special
file known as a Personal Folder file. You can save, copy, and even move a
Personal Folder (.pst) file, although you shouldn‘t move it unless you have
a specific reason for doing so and know what you‘re doing. Use Windows
Search to find the file quickly using the search string *.pst. Usually, this file
is on the local drive.

Backing up your .pst file occasionally is a good idea. How often depends on
you. But if you get a lot of important mail, every day isn‘t too often. To
back up your Personal Folder file and all its subfolders, simply export it, as
follows:
Choose Import and Export from the File menu to launch the wizard.

Choose Export To A File from the Choose An Action To Perform list

and click Next.

Select Personal Folder File (.pst) from the Create A File Of Type list
and click Next.
Choose Personal Folders from the Select The Folder To Export From list.
Check the Include Subfolders option and click Next.

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 Specify a folder and filename for the backup file.
From Options, specify how to treat duplicate items.
Click Finish.
29) Main difference in POP3 and IMAP4 are as follows.

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 1

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1) Describe the layers of OSI model?

OSI model stands for Open System Interconnection It is a framework

which guides the applications how they can communicate in a network.
OSI model has seven layers. They are listed below,

Physical Layer (Deals with transmission and reception of unstructured data

through a physical medium)

Data Link Layer (Helps in transferring error-free data frames between

nodes)

Network Layer (Decides the physical path that should be taken by the
data as per the network conditions)

Transport Layer (Ensures that the messages are delivered in sequence and
without any loss or duplication)

Session Layer (Helps in establishing a session between processes of

different stations)
Presentation Layer (Formats the data as per the need and presents the
same to Application layer)
Application Layer (Serves as the mediator between Users and processes of
applications).
2.)What is TCP/IP?

TCP/IP is Transport control protocol and Internet protocol this contains

Four layers
Transport, Network,Datalink,Physical layers.

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2) Explain various types of networks based on their sizes?

Size of the Network is defined as the geographic area and the number of
computers covered in it. Based on the size of the network they are
classified as below,
Based on the size of the Network they are classified as below,

Local Area Network (LAN): A network with a minimum of two

computers to a maximum of thousands of computers within an office or a
building is termed as LAN.Generally, it works for a single site where people
can share resources like printers, data storage etc.

Metropolitan Area Network (MAN): It is larger than LAN and used to

connect various LAN‘s across small regions, a city, campus of colleges or
universities etc which in turn forms a bigger network.

Wide Area Network (WAN): Multiple LAN‘s and MAN‘s connected

together form a WAN. It covers a wider area like a whole country or world.
3) Define various types of internet connections?
There are three types of internet connections. They are listed below

1) Broadband Connection – This type of connection gives continuous

high-speed internet. In this type, if we log off from the internet for any
reason then there is no need to log in again.
Eg: Modems of cables, Fibres, wireless connection, satellite connection etc.

2) Wi-Fi – It is a wireless internet connection between the devices. It

uses radio waves to connect to the devices or gadgets.

3) WiMAX – It is the most advanced type of internet connection which

is more featured than Wi-Fi. It is nothing but the high-speed and
advanced type of broadband connection.

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4) Few important terminology we come across networking
concepts? Below are few important terms we need to know in networking

Network – A set of computers or devices connected together with

a communication path to share data.

Networking – The design and construction of a network are termed as

networking.

Link – The physical medium or the communication path through which the
devices are connected in a network is called as a Link.
Node – The devices or the computers connected to the links are named as
nodes.
Router / Gateway – A device/computer/node that is connected to different
networks is termed as a Gateway or Router. The basic difference between
these two is that Gateway is used to control the traffic of two contradictory
networks whereas router controls the traffic of similar networks.

The router is nothing but a switch which processes the signal/traffic

using routing protocols.

Protocol – A set of instructions or rules or guidelines that are used in

establishing communications between computers of a network is called
as Protocol.
Unicasting – When a piece of information or a packet is sent from a
particular source to a specified destination then it is called as Unicasting.

Anycasting – Sending the datagrams from a source to the nearest device

among the group of servers which provide the same service as the source is
termed as Anycasting.

Multicasting – Sending one copy of data from a single sender to

multiple clients or receivers (selected clients) of the networks which are
in need of such data.

Broadcasting – Sending a packet to each device of the network is termed

as broadcasting.

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5) Explain the characteristics of networking?
The main characteristics of networking are mentioned below,

Topology: This deals with how the computers or nodes are arranged in
the network. The computers are arranged physically or logically.

Protocols: Deals with the process how the computers communicate

with one another.

Medium: This is nothing but the medium used by the computers for
communication.

6) Name the different types of Network Topologies and brief

its advantages?

Network Topology is nothing but the physical or logical way in which the
devices (like nodes, links, and computers) of a network are arranged.
Physical Topology means the actual place where the elements of a
network are located.
Logical Topology deals with the flow of data over the networks. A Link is
used to connect more than two devices of a network. And more than
two links located nearby forms a topology.
The network topologies are classified as mentioned below
1) Bus Topology: In Bus Topology, all the devices of the network are
connected to a common cable (also called as the backbone). As the devices
are connected to a single cable, it is also termed as Linear Bus Topology.

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2) Star Topology: In Star Topology, there is a central controller or hub to
which every node or device is connected through a cable. In this topology,
the devices are not linked to each other. If a device needs to communicate
with the other, then it has to send the signal or data to the central hub.
And then the hub sends the same data to the destination device.

The advantage of the star topology is that if a link breaks then only that
particular link is affected. The whole network remains undisturbed. The
main disadvantage of the star topology is that all the devices of the network
are dependent on a single point (hub). If the central hub gets failed, then
the whole network gets down.

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3) Ring Topology: In Ring Topology, each device of the network is
connected to two other devices on either side which in turn forms a loop.
Data or Signal in ring topology flow only in a single direction from one
device to another and reaches the destination node.

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4) Mesh Topology: In a Mesh Topology, each device of the network is
connected to all other devices of the network. Mesh Topology uses
Routing and Flooding techniques for data transmission.

7) Define IEEE in networking world?

IEEE stands for Institute of Electrical and Electronic Engineer. This is

used to design or develop standards that are used for networking.
8) What is the use of encryption and decryption?
Encryption is the process of converting the transmission data into another
form that is not read by any other device other than the intended receiver.

Decryption is the process of converting back the encrypted data to its normal
form. An algorithm called cipher is used in this conversion process.

9) How are networks classified based on their connections?

Networks are classified into two categories based on their connection
types. They are mentioned below,

Peer-to-peer networks (P2P): When two or more computers are

connected together to share resources without the use of a central server is
termed as a peer-to-peer network. Computers in this type of network act
as both server and client. Generally used in small companies as they are
not expensive.

Server-based networks: In this type of network, a central server is

located to store the data, applications etc of the clients. The server
computer provides the security and network administration to the network.

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10) What are the basic differences between Internet, Intranet and
Extranet?

The terms Internet, Intranet and Extranet are used to describe how a
network application should be accessed. In Internet anyone can access
the application from anywhere in world. In Intranet only the authorized
users from the company for which the application was built can access the
application. In Extranet selected external users are allowed to access the
application which was built for Internet.

11) A company has offices in Jaipur and Delhi. What type of

computer network it will use to connect these offices?

WAN (Wide Area Network) network is used to connect the networks which
are spread over the different geographical location.
12.) What is the backbone network?
The network which connects two or more networks together is considered as
a backbone network. Usually backbone network contains high speed data
transferring devices such as routers and switches. Backbone network should
never be used for end user connectivity. The network which provides end
user connectivity should be connected through the backbone network.

13) What is the maximum distance of UTP cable?

Maximum distance of UTP cable is 100 meter.

14) Which connector UTP cable uses to connect with NIC?

The connector RJ45

15) Which cable uses RJ11 connector?

The telephone cable uses RJ11 connector.

16) Can we use Cateogry1 (UTP) cable for data transmission?

No Category1 (UTP) cable is used only for voice transmission.

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17) What is the maximum data transmission speed of Category 2,
Category 3 and Category 4 in UTP cable?

The maximum transmission speed of Category 2, Category 3 and Category

4 in UTP cable is 4Mbps, 10Mbps and 16Mbps respectively.

18) How many wires does UTP cable has?

UTP cable has four pairs of wires. Each pair has two wires, twisted with each
other. So there are total eight wires in UTP cable.

How many wires are used for data transmission in UTP cable?

Only four wires from eight wires are used in data transmission.

19) Which wires are used for data transmission in UTP cable?

The wires 1, 2, 3 and 6 are used for data transmission in UTP cable. The
wires 1 and 2 are used to transmit the data while wires 3 and 6 are used to
receive the data.

20) What is the maximum data transmission speed of Category 5,

Category 5e and Category 6 in UTP cable?

The maximum transmission speed of Category 5, Category 5e and

Category 6 in UTP cable is 100Mbps, 1000Mbps and 10Gbps respectively.

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21) How Straight-through UTP cable is built?

In Straight through UTP cable all pins are matched on both sides. Pin-1
connects with Pin-1; Pin2 connects Pin2, this way each pin connects with
the same number of pin on other side.

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22)Where do we use Straight-through UTP cable?

The straight-through cable is used to connect the following: -

 Hub / Switch to System

  Hub / Switch to Router
 Hub / Switch to Server

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24) How Cross-over cable is built?

In Cross-over cable the pins which send data from one end connect with
the pins which receive data on other end. Pin1 connects with Pin3 while
Pin2 connects with Pin6.

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25)Where do we use Cross-over cable?

The Cross-over cable is used to connect the following: -

 Hub/Switch to Hub/Switch
  System to System
 Router to Router
 Router to System

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26) What is FTP and what port does it use?
FTP or File Transfer Protocol, is one of the big legacy protocols that probably
should be retired. FTP is primarily designed for large file transfers, with the
capability of resuming downloads if they are interrupted. Access to an FTP
server can be accomplished using two different techniques: Anonymous access
and Standard Login. Both of these are basically the same, except Anonymous
access does not require an active user login while a Standard
Login does. Here‘s where the big problem with FTP lies however- the
credentials of the user are transmitted in cleartext which means that
anybody listening on the wire could sniff the credentials extremely easily.
Two competing implementations of FTP that take care this issue are SFTP
(FTP over SSH) and FTPS (FTP with SSL). FTP uses TCP ports 20 and 21.

27) What is SSH and what port does it use?

SSH or Secure Shell is most well known by Linux users, but has a great deal
that it can be used for. SSH is designed to create a secure tunnel between
devices, whether that be systems, switches, thermostats, toasters, etc. SSH
also has a unique ability to tunnel other programs through it, similar in
concept to a VPN so even insecure programs or programs running across
unsecure connections can be used in a secure state if configured correctly.
SSH runs over TCP port 22.

28) Name Three Steps Which You Would Use To Troubleshoot Ftp
Server Related Problems.

Test basic connectivity with ping, Check with nmap if the ports are open
(20 and 21). Check if a firewall is restricting traffic to the server.

29) What Are The Types Of Lan Cables Used?

Straight Cable

Cross Cable

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30) What Is A Cross Cable?

Its used to connect same type of devices without using a switch/hub so

that they can communicate.

31)What Could Be The Maximum Length Of The Lan Cable?

The theoretical length is 100 meters but after 80 meters you may see
drop in speed due to loss of signal.

32) What Would You Use To Connect Two Computers Without Using
Switches?

Cross cable.

33)What Is Ipconfig Command? Why It Is Used?

IPCONFIG command is used to display the IP information assigned to a

computer.

From the output we can find out the IP address, DNS IP address, gateway
IP address assigned to that computer.

34)What Is Apipa Ip Address? Or What Ip Address Is Assigned To

The Computer When The Dhcp Server Is Not Available?

When DHCP server is not available the Windows client computer assigns an
automatic IP address to itself so that it can communicate with the network
computers. This ip address is called APIPA. It‘s in the range of 169.254.0.0
to 169.254.255.255

APIPA stands for Automatic Private IP addressing.

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35)What Is Ping Utility?

PING: Packet Internet Gropper. It's a diagnostic utility, which diagnose

connectivitybetween computers. It use ICMP: Internet Control Messaging
protocol to send echorequests ( usually 4 packets) and receive echo
replies (4 packets)

36)What Is The Difference Between Physical Address And

Logical Address?

Physical Address: It‘s called as MAC Address (48 bit)

Logical Address : It‘s Called as Ip Address (IPv4 -32 bit & IPv6 -128 bit)

36) How many class of IP address and the Range Of Addresses ?

There are five Class of IP address.

ClassA : 1-126 N.H.H.H 1.0.0.1 to126.255.255.254 - 16 million

hosts on each of 127 networks.

ClassB : 128 -191 N.N.H.H 1 28.1.0.1 to191.255.255.254 - 65,000 hosts

on each of 16,000 networks.

ClassC: 192- 223 N.N.N.H 192.0.1.1 to223.255.254.254 - 254 hosts on

each of 2 million networks.

ClassD : 224-239 - Reserved for multicast groups.

ClassE: 240-254 - Reserved for future use.

Ranges 127.x.x.x are reserved for loopback or local host

Range of 169.254.X.X is APIPA, stands for automatic private IP addressing

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37)What Is The Difference Between Public And Private
Ip Addresses?

Public IP addresses:

A public IP address is any valid address, or number, that can be accessed

over the Internet. Internet standards groups, such as the Network
Information Center (NIC) or the Internet Assigned Numbers Authority (IANA),
are the organizations responsible for registering IP ranges and assigning them
to organizations, such as Internet Service Providers (ISPs).

Private IP addresses:

A private IP address is any number or address assigned to a device on a

private TCP/IP Local Area Network that is accessible only within the Local
Area Network. For a resource inside the Local Area Network to be accessible
over the Internet, a device within the Local Area Network must be
connected to the Internet with a public IP address, and the networking must
be appropriately configured.

The same Internet standards organizations have reserved the

following three IP address ranges that will never be registered publicly:

First IP in block Last IP in block

10.0.0.0 10.255.255.255

172.16.0.0 172.31.255.255

192.168.0.0 192.168.255.255

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38) What Is A Gateway?

A default gateway is a routing device used to forward all traffic that is not
addressed to a destination within the local network or local subnet. If you
don‘t have a default gateway, it is not possible to communicate with the
network device/host of different networks.

39)What Is Subnet Mask?

Subnet mask is used for identify the Network.

For a class A address, a standard subnet mask is 255.0.0.0,

For a class B address, a standard subnet mask is 255.255.0.0,

For a class C address, a standard subnet mask is 255.255.255.0.

40. What is ARP?

Arp is Address Resolution Protocol which is used to resolve the IP address

through the MAC Address

41) How do find the MAC address of the computer?

Go to Command prompt the type following command:

C:\ getmac

42) What is Hub and Switch?

A switch is a small hardware device that joins multiple computers

together within one local area network (LAN). A Hub connects multiple
Ethernet devices together, making them act as a single segment.

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42) What is Difference between Hub and Switch?

SI.No HUB SWITCH

1 Layer 1 Device Layer 2 device

2. No of Ports 4/8/12 No of Ports 8/16/24/48

3 Passive Device Active Device (With

(Without Software) Software) & Networking
device

4 Transmission Mode Transmission Mode Full

Half duplex duplex
5. Speed 10Mbps 10/100 Mbps, 1 Gbps
6 non intelligent intelligent device
device
7 Data Transmission Frame (L2 Switch) Frame &
form Electrical Packet (L3 switch)
signal or bits
8 Collisions occur No collisions occur in a full-
commonly in duplex switch.
setups using hubs.

43) What is Router?

Routers are small electronic devices that join multiple computer networks
together via either wired or wireless connections.

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44) What are the Router ports or Interfaces?

Following are the important physical interfaces in a Cisco Router.

Console Port: Which is used to configure the first time configuration

of Router connecting with computer thro console cable.

Axillary Port: Which is used to configure the first time configuration

of Router connecting with thro Modem

Ethernet - Ethernet is typically Ethernet IEEE 802.3 standard based

physical interface, which operates at 10 Mbps speed. The media
standard used is 10BaseT.

Fast Ethernet - Fast Ethernet is typically Ethernet IEEE 802.3u standard

based physical interface which operates at 100 Mbps speed. The media
standard used is 100BaseT.

Gigabit Ethernet - Gigabit Ethernet is typically Ethernet IEEE 802.3ab

standard based physical interface which operates at 1000 Mbps speed.
The media standard used is1000BASE-T

Serial: Serial interfaces are typically used for WAN connections from ISP
(Internet Service Providers) for connectivity types like Frame Relay, T1,
T3, etc

FDDI Fiber Distributed Data Interface. - FDDI networks operates at

100 Mbps speed and uses a token-passing mechanism to prevent collisions.

45) What are the protocols used in router?

Router uses the following Routing protocols to transmit the data from
one network to another network:

RIP, IGRP, OSPF, EGP, EIGRP, BGP and IS-IS routing protocols

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46) what is the difference between Router and Switch?

SI.NO Features Router Switch

1 OSI layer Network Layer Data Link Layer. Network
(Layer 3 devices) switches operate at Layer 2
of the OSI model.
2 No of Ports 2/4/8 Switch is multi port Bridge.
24/48 ports

3 Data Packet Frame (L2 Switch) Frame &

Transmission Packet (L3 switch)
form
4 Function Directs data in a Allow to connect multiple
network. Passes
device and port can be
data between
home computers, manage, Vlan can create
and between security also can apply
computers and
the modem.
5 Used in (LAN, LAN,WAN LAN
MAN, WAN)

6 Broadcast In Router, every Switch has one broadcast

Domain port has its own domain [unless VLAN
Broadcast implemented]
domain.
7 Address used IP Address MAC Address
for data
transmission

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47) What is VLAN ?

A virtual LAN (Local Area Network) is a logical subnet work that can group
together a collection of devices from different physical LANs. Larger
business computer networks often set up VLANs to re-partition their network
for improved traffic management.
48) What is the Advantages of VLAN?

VLANs provide a number of advantages, such as ease of administration,

confinement of broadcast domains, reduced broadcast traffic, and
enforcement of security policies.
VLANs provide the following advantages:

VLANs enable logical grouping of end-stations that are physically

dispersed on a network.

When users on a VLAN move to a new physical location but continue to

perform the same job function, the end-stations of those users do not need
to be reconfigured. Similarly, if users change their job functions, they need
not physically move: changing the VLAN membership of the end-stations to
that of the new team makes the users' end-stations local to the resources of
the new team.

VLANs reduce the need to have routers deployed on a network to

contain broadcast traffic.
Flooding of a packet is limited to the switch ports that belong to a VLAN.
Confinement of broadcast domains on a network significantly reduces traffic.

By confining the broadcast domains, end-stations on a VLAN are prevented

from listening to or receiving broadcasts not intended for them. Moreover, if
a router is not connected between the VLANs, the end-stations of a VLAN
cannot communicate with the end-stations of the other VLANs.

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49) Important network command:

Ping: tells you that if any computer is online / connected to

network to be Accessed or not.

IPCONFIG: find out your IP Address, find your Default Gateway

and find your Subnet Mask.

Netstat: to display protocol statistics and current TCP/IP connections

Telnet: commands allow you to communicate with a remote computer

that is using Telnet protocol

TRACERT: command is a route-tracing utility used to determine the

path that an IP packet has Taken to reach a destination.

50) Differences between Hub, Switch and Router?

Hub
Switch Router
Network Layer
Physical Layer Device Data Link Layer Device
Device

Doesn‘t simply repeat,

Simply repeats signal to all Routes data based
but filters content by
ports on IP address
MAC or LAN address

Can connect multiple Connect

Connects devices within
sub-LANs within a multiple LANS and
a single LAN
single LAN WANS together.

Collision domain of all hosts

Switch divides collision
connected through Hub It divides both
domain, but broadcast
remains one. i.e., if signal collision and
domain of connected
sent by any two devices can broadcast domains,
devices remains same.
collide.

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51) Important TCP Services and Port Numbers?

S.NO TCP/UDP Port Numbers

services
1 FTP 20,21

Telnet 23
2
3 SMTP 25

DNS 53
4
DNCP server 67
5
6 DHCP Client 68

7 HTTP 80

8 HTTPS 443

9 NET BIOS 137

Name service
10 (LDAP) 389
Lightweight
Directory
Access protocol
POP 3 110
11
12 IMAP 143
Interim Mail
Access Protocol
13 Team Viewer 5983

RDC 3389
14 Remote
Desktop
connections

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 ITIL
(Information Technology Infrastructure Libraries)

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 ITIL
(Information Technology Infrastructure
Libraries)
___________________________________________

What is ITIL?

The ITIL (Information Technology Infrastructure Library) framework is

designed to standardize the selection, planning, delivery and support of
IT services to a business. The goal is to improve efficiency and achieve
predictable service levels. The ITIL framework enables IT to be a business
service partner, rather than just back-end support.

Basics IT Service Management Terminology & Key Concepts

Services: It is a means of delivering value to customers without
requiring the customer to own specific costs and risks.
Service Management: It is a set of specialized capabilities for
delivering value to customers in the form of services.
Service Assets: Service Assets or assets refer to the ‗resources‘ and
‗capabilities‘ which a Service Provider must allocate in order to offer a
service.
Value, Utility and Warranty: The value of a service consists of two
components: utility and warranty. Services must offer both utility and
warranty in order to have value. Utility, also called ‗fitness for purpose‘,
refers to the ability of the service to remove constraints or increase the
performance of the customer. Warranty, also called ‗fitness for use‘ is
the ability of the service to operate reliably.
Processes: Processes are structured sets of activities designed to achieve a
specific objective. The four basic characteristics of processes are:
1) They transform inputs into outputs
2)They deliver results to a specific customer or stakeholder
3) They are measurable
4)They are triggered by specific events

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Functions: Functions are self-contained subsets of an organization intended
to accomplish specific tasks. They usually take the form of a team or group
of people and the tools they use.
Roles: Roles are defined collections of specific responsibilities and privileges.
Roles may be held by individuals or teams.
Resources: Resources are the raw materials which contribute to a
service, such as money, equipment, time, staff etc.
Capabilities: Capabilities are the specialized skills or abilities an
organization applies to resources in order to create value.
The ITIL Service Lifecycle

The entire framework of ITIL is divided into five

broad components/categories:

ITIL Service Strategy

ITIL Service Design
ITIL Service Transition
ITIL Service Operation
ITIL Continual Service Improvement

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These components form the skeleton of the ITIL Service Lifecycle.

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ITIL Key Concepts: Processes, Functions

The five broad components of the ITIL Service Lifecycle cover various other
sub-categories/aspects, including Demand Management, Capacity
Management, Release Management, Incident Management, Event
Management, and so on. These are aspects that are meant to cover all
areas of ITSM (IT Service Management).

Each of the sub-categories/aspects of the five components of the ITIL

framework may be labelled either as a „Process‟ or as a „Function‟.

Here‘s a diagram that better explains the sub-categories/aspects of the five

broader components, classifying them as either a process or as a function.

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 ITIL Core Components
Service Strategy Process

The Service Strategy process is concerned with the development of service

concepts in preparation for the selection of services to be provided.

1) Service Portfolio Management Process:

The Service Portfolio is the entire set of services under management by a

Service Provider. It consists of three major parts: Service Pipeline,
Service Catalog and Retired Services.

The Service Portfolio Management process is concerned with management

of services that concern information in the Service Portfolio. Service
Portfolio Management organizes the process by which services are
identified, described, evaluated, selected, and chartered.

2) Demand Management Process:

The Demand Management process is concerned with understanding

and influencing customer demand. Demand Management models
demand in terms of:
- User Profiles, which characterize different typical groups of users for
a given service.
- Patterns of Business Activity, which represent the way users in different
user profiles access a service over the course of a given time period.

3) Financial Management Process:

IT Financial Management provides a means of understanding and

managing costs and opportunities associated with services in financial
terms. IT Financial Management includes three basic activities: -
Accounting -- tracking how money is actually spent by a Service Provider
Budgeting – planning how money will be spent by a Service Provider
Charging – securing payment from customers for services provided

4) Strategy Operations:

Strategy Operations ensure that services like fulfilling user requests,

resolving service failures, fixing problems as well as carrying out
routine operational tasks, are performed efficiently and effectively.

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 Service Design

The Service Design lifecycle phase is about the design of services and
all supporting elements for introduction into the live environment.

The „Four Ps of Service Design‟ represent areas which should be

taken into consideration when designing a service. They are:
1. People – Human resources and organizational structures required
to support the service
2. Processes – Service Management Processes required to support the
service
3. Products – Technology and other infrastructure required to support the
service
4. Partners – Third parties which offer additional support required
to support the service

Processes under Service Design are as follows:

Service Catalog Management

The Service Catalog is the subset of the Service Portfolio which

contains services currently available to customers and users. The
Service Catalog is often the only portion of the Service Portfolio
visible to customers. The Service Catalog commonly acts as the entry
portal for all information services in the live environment.

Service Catalog Management involves management and control of

the Service Catalog which contains information about services
currently available to customers for use.

Service Level Management

Service Level Management is the process charged with securing and

managing agreements between customers and the service provider
regarding the levels of performance (utility) and levels of reliability
(warranty) associated with specific services. Service Level
Management results in the creation of Service Level Agreements
(SLAs) between customers and the provider.

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 Operational Level Agreements (OLAs) are performance agreements
nearly identical in nature to SLAs

Availability Management

The Availability Management process is concerned with management

and achievement of agreed-upon availability requirements as
established in Service Level Agreements. In ITIL, availability is defined
as the ability of a system, service, or configuration item to perform its
function when required.

Capacity Management

Capacity Management is concerned with ensuring that cost-effective

capacity exists at all times which meets or exceeds the needs of the
business as established in Service Level Agreements. In ITIL, capacity is
defined as the maximum throughput a service, system, or device can
handle. Capacity Management is divided into three major activities:
- Business Capacity Management (BCM)
- Service Capacity Management (SCM)
- Component Capacity Management (CCM)

Service Continuity Management

The IT Service Continuity Management process (ITSCM) is ensures that

the IT Service Provider can always provide the minimum, agreed-upon
levels of service. IT Service Continuity Management uses techniques such
as Business Impact Analysis (BIA) and Management of Risk (MOR).
ITSCM results in the production of the IT Service Continuity Plan which is
an aspect of the overall Business Continuity Plan.

IT Security Management

IT Security Management focuses on protection of five basic qualities

of information assets:
Confidentiality – Assurance that the asset is only available to
appropriate parties
Integrity -- Assurance that the asset has not been modified by
unauthorized parties
Availability -- Assurance that the asset may be utilized when required

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 Authenticity -- Assurance that the transactions and the identities
of parties to transactions are genuine Non-Repudiation --
Assurance that transactions, once completed, may not be reversed
without approval

Supplier Management

Supplier Management is the process charged with obtaining value for

money from third-party suppliers. Supplier Management plays a very
similar role to that of Service Level Management, but with respect to
external suppliers rather than internal suppliers and internal/external
customers. Supplier Management handles supplier evaluation, contract
negotiations, performance reviews, renewals and terminations.

Service Transition

The objective of the Service Transition process is to build and deploy

IT services by also making sure that changes to services and Service
Management processes are carried out in a coordinated way.

In this phase of the lifecycle, the design is built, tested and moved into
production to enable the business customer achieve the desired value. This
phase addresses managing changes: controlling the assets and configuration
items (the underlying components such as hardware, software, etc.)
associated with the new and changed systems, service validation, and
testing and transition planning to ensure that users, support personnel and
the production environment have been prepared for the release to
production.

Change Management

The objective of this process activity is to control the lifecycle of all the
changes. The primary objective of Change Management is to enable
beneficial changes to be made with minimum disruption to IT services.

Change Evaluation

The objective of the change evaluation process is to assess major

changes, like the introduction of a new service or a substantial change
to an existing service, before those changes are allowed to proceed to
the next phase in their lifecycle.

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Project Management (Transition Planning and Support)

This process is aimed at planning and coordinating use of resources

to deploy a major release within the predicted cost, time and quality
estimates.

Application Development

This makes available the applications and systems which provide

the required functionality of IT services. This process includes the
development and maintenance of custom applications as well as the
customization of products from software vendors.

Release and Deployment Management

The objective of this process is to plan, schedule and control the

movement of releases to test and live environments. The primary goal of
this management activity is to ensure that the integrity of the live
environment is protected and that the correct components are released.

Service Validation and Testing

This ensures that deployed Releases and the resulting services

meet customer expectations, and to verify that IT operations is able
to support the new service.

Service Asset and Configuration Management

The objective is to maintain information about Configuration Items

required to deliver an IT service, including their relationships.

Knowledge Management

The objective is to gather, analyze, store and share knowledge and

information within an organization. The primary purpose of Knowledge
Management is to improve efficiency by reducing the need to rediscover
knowledge.

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 Service Operation

Event Management

The objective is to make sure CIs and services are constantly

monitored, and to filter and categorize Events in order to decide on
appropriate actions.

Incident Management

The objective is to manage the lifecycle of all Incidents. The primary

objective of Incident Management is to return the IT service to users
as quickly as possible.

Request Fulfillment

The objective is to fulfill Service Requests, which in most cases are

minor Changes (e.g. requests to change a password) or requests for
information.

Access Management

The objective is to grant authorized users the right to use a service,

while preventing access to unauthorized users. The Access
Management processes essentially execute policies defined in
Information Security Management. Access Management is something
also referred to as Rights Management or Identity Management.

Problem Management

The process objective is to manage the lifecycle of all Problems. The

primary objectives of Problem Management are to prevent Incidents
from happening, and to minimize the impact of incidents that cannot
be prevented. Proactive Problem Management analyzes Incident
Records, and uses data collected by other IT Service Management
processes to identify trends or significant Problems.

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IT Operations Control

The objective is to monitor and control the IT services and their

underlying infrastructure. The process objective of IT Operations
Control is to execute day-to-day routine tasks related to the
operation of infrastructure components and applications. This includes
job scheduling, backup and restore activities, print and output
management, and routine maintenance.

Facilities Management

The process objective is to manage the physical environment where

the IT infrastructure is located. Facilities Management includes all
aspects of managing the physical environment, for example power and
cooling, building access management, and environmental monitoring.

Application Management

Application Management is responsible for managing applications

throughout their lifecycle.

Technical Management

Technical Management provides technical expertise and support

for management of the IT infrastructure.

The objective of this is to make sure that IT services are delivered

effectively and efficiently. The Service Operation process includes
fulfilling user requests, resolving service failures, fixing problems,
as well as carrying out routine operational tasks.

Service operation delivers the service on an ongoing basis, overseeing

the daily overall health of the service. This includes managing
disruptions to service through rapid restoration after incidents;
determining the root cause of problems and detecting trends associated
with recurring issues; handling daily routine end-user requests; and
managing service access.

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 Continual Service Improvement (CSI)

The objective of this is to use methods from quality management to

learn from past successes and failures. The Continual Service
Improvement process aims to continually improve the effectiveness and
efficiency of IT processes and services in line with the concept of
continual improvement adopted in ISO 2000.

CSI offers a mechanism for the IT organization to measure and improve

service levels, the technology, efficiency and effectiveness of processes used
in the overall management of services.

Service Review

The objective of Service Review is to review business services and

infrastructure services on a regular basis. The aim of this process is
to improve service quality where necessary, and to identify more
economical ways of providing a service where possible.

Process Evaluation

The objective here is to evaluate processes on a regular basis. This

includes identifying areas where the targeted process metrics are not
reached, and holding regular benchmarking, audits, maturity
assessments and reviews.

CSI Initiatives

The objective of CSI initiatives is to define specific initiatives aimed

at improving services and processes, based on the results of service
reviews and process evaluations. The resulting initiatives are either
internal initiatives, pursued by the service provider on his/her own
behalf, or initiatives which require the customer‘s cooperation.

Monitoring of CSI Initiatives

The objective is to verify if improvement initiatives are proceeding

according to plan, and to introduce corrective measures where
necessary.

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 Ticketing Tools

An issue tracking system (also ITS, trouble ticket system, support

ticket, request management or incident ticket system) is a computer
software package that manages and maintains lists of issues, as
needed by an organization.

What‟s the Difference between Incidents, Service Requests, and

Tickets?

What is an Incident?

Most everyone is probably familiar with your traditional incident. At

Samanage, we like to define an incident as something that is a break/fix
issue that needs to be resolved. This might be something that is not working
properly or could be broken. For example, this would include a broken
printer, an application that will not load properly or even a warp core breach.
Can we get someone to engineering, immediately? We need warp engines by
the end of the day.

What is a Service Request?

Now, a service request is a request for a pre-approved service that your

organization can offer to its end users. You have the option to build service
catalog items which can include variable information that can be collected
from your end user as well as a ―behind the scenes‖ process that includes
tasks and approvals that will be sent off to certain groups within your
organization. The service catalog can be used to build out request forms for
employee onboarding and offboarding, various equipment or an office
move. You may even find your end users requesting shore leave through
the service catalog. The service catalog will save you time with upfront data
collection and automatic tasks or approvals.

All this talk of incidents, service requests, and how we refer to them leads
us to another common question…

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What is a Ticket?

When an incident occurs, a user submits a ―ticket.‖ The service desk works
the ticket according to workflows the organization has set up. Simply put,
the incident is the event, and the ticket is the documentation of the event.
It is the physical (err… digital) vehicle through which your service desk is
alerted of an incident and responds to it.

Service requests are not tickets. Service requests are made from a number
of predetermined items that the organization has made available to its
users through the service catalog. There‘s no need to ―create a ticket‖ to
describe a service request. Your organization is already familiar with this
type of request, which is why they built it out and made it available in the
service catalog.

Ticket Priorities and Service Level Agreements (SLA)

Support Tickets are assigned a Ticket ID and an auto responder email is
relayed to the user who submitted the Ticket ID through one of the
mediums above. Your ticket will be assigned a priority automatically. If you
feel the assigned priority is not appropriate for your ticket, you can change
this priority directly by logging on to
http://support.proofpointessentials.com. This site also has a Knowledgebase
and a News section to help you keep abreast of the service.

Support Priorities are assigned to all tickets and take the entire service and
our user base into context when assigned. The following table shows
examples of support request response times and assigned priorities.
Remember that you can change an assigned priority at any time and that
the answers to the most common requests are available in the
Knowledgebase at http://support.proofpointessentials.com. The support
team reserves the right to change the priority pending review of the criteria
of your ticket per the table below. You will be notified via a comment in the
ticket if any priority changes are made.

Please remember that in your terms of service, your company, our partner,
shall provide tier 1 support for your end-users. Proof point Essentials Support
will assist in finding a solution for you only after tier 1 resources have been
exhausted. Direct end-user support will not be provided and any direct
contact will be deferred back to our partner for assistance.

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 Different types of Tickets Priority levels

Help desk best practices suggest that SLA policies be driven by ticket
priorities. In Freshservice you can define your service levels for Urgent,
High, Moderate and Low priority tickets. You can then use various
automations in Freshservice or manually dictate which ticket constitutes
an Urgent Priority issue and which is Low Priority.

Target
Priority Definition and Typical Examples Response Time
General questions or feature requests

1 Business Week
P4
Questions relating to the Proofpoint
Essentials platform and its operations
which are for information purposes only.
Single group/domain affected. Other email
received by and sent by subscribing
customers unaffected.

Minor number of users affected by unusual

P3 increase in Spam (not all users are affected Before end of next
in the company).
Business day
False Positive: User is unable to
send/receive a particular type of email.

Messaging problems with an unknown

cause, affecting a number of users.
Email Deliverability: Most or All email get
P2 extraordinary delays and/or email cannot be
sent/received and is being rejected 4 Hour Response
Many users affected by an unusual increase
in spam and/or viruses.
Email for all users is affected.
P1 1 Hour Response
Normal inbound email is not possible.

Admin login page unavailable.

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 Editing SLA policies

The default SLA policy in Freshservice will be applicable to all tickets coming
in to your helpdesk. It will define the due by time on your ticket based on
your the priorities of your tickets. Once you have configured it in your
system, it will control the way your agents work everyday by telling them
what ticket they have to work on next in a sequential order.

You can learn more about how SLA policies work and Due By times here.

Quick guide to creating a SLA policy:

 Click on Admin > SLA Policies.

  Under the Default SLA Policy, click on the Edit button.
 Optionally, rename the Default Policy and provide a brief description.
  Complete the time-priority matrix.
 SLA Policies are determined by the ticket priority. You can define what
constitutes a high, or low priority ticket manually, or automate it using
 the Dispatch'r.
 Remember to choose whether the SLA times must be calculated
 based on Business or Calendar hours.
 If you would like to enable escalations when service levels
 are violated, toggle the Escalation Email button to On.
 Next, set up your escalation hierarchy by defining when a ticket
must be escalated, and to whom. You can set up to three levels of
 Escalations, both for ticket responses as well as resolution.
 Click on the Save button to finish setting up your SLA Policy.

You can also create multiple SLA policies in Freshservice for different
customer tiers, products, agent groups etc. For example, you could have
an "Express Support" SLA policy for high value clients.

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 SLA Matrix

Tickets are initially categorized as either Reactive Support

or Requests.

Reactive Support tickets are for IT service interruptions.

Requests are for new functionality that takes less than 4 hours to
implement. Requests that take more than 4 hours to implement
are considered projects are billed on a fixed-fee basis.

Requests are prioritized as either Standard or Urgent.

Reactive tickets are prioritized by Severity and Impact, as defined in

the chart below.

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[Type text] Page 127
 Tickets based on Service Level Agreements (SLAs). Once a ticket‘s
priority has been established, an SLA timer begins for the ticket. The
chart below defines each priority and the expected SLA response and
resolution times. Our goal is to hit SLAs 100% of the time.

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 Q. ITIL framework consists of which processes?

1. Service Support (Service Desk, Incident Management, Problem

Management, Change Management, Configuration Management,
and Release Management)

2. Services Delivery (Service Level Management, Capacity

Management, Availability Management, Financial Management and IT
Service Continuity Management).

Q. Explain one benefit of ITIL?

The quality and the costs of the IT services can be controlled

more efficiently.

Q. What are the benefits of implementing a service desk?

1. Increased first call resolution

2. Improved tracking of service quality

3. Improved recognition of trends and incidents

4. Improved employee satisfaction

5. Skill based support

6. Rapidly restore service

7. Improved incident response time

8Quick service restoration

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 Q. What Processes are utilized by the Service Desk?

Workflow and procedures diagrams

Q. What is the objective of Incident Management?

Minimize the disruption to the business by restoring service operations

to agreed levels as quickly as possible.

Q. What are the Benefits of an Incident Management Process?

1. Incident detection and recording

2. Classification and initial support

3. Investigation and diagnosis

4. Resolution and recovery

5. Incident closure

6. Incident ownership, monitoring, tracking and communication

7. Repeatable Process

Q. What is the goal of Problem Management?

The object of problem management is to resolve the root cause of

incidents, to minimize the adverse impact of incidents and problems
on the business and secondly to prevent recurrence of incidents
related to these errors.

Q. What‟s the difference between problem and known error?

A `problem‘ is an unknown underlying cause of one or more incidents,

and a `known error‘ is a problem that is successfully diagnosed and
for which a work-around has been identified. The outcome of known
error is a request for change (RFC).

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 Q. When can the KE known error be closed?

When a review of the change has lead to a satisfactory result.

Q. What is the purpose of Problem Management?

1. Identify potentially recurring incidents

2. Determine the root cause

3. Take steps to prevent the incidents from reoccurring.

Q. What are the Phases in the overall Problem

Management Process?

1. Detection and Logging

2. Prioritization and Planning

3. Investigation and Diagnosis

4. Resolution

Q. Which ITIL process controls the flow of incident information?

Incident Management

Q. When must a Post Implementation Review take place?

After every change.

Q. What are IT Service Continuity Management responsibilities?

1. Analyzing risks.

2. Testing back-out arrangements.

3. Drawing up back-out scenarios.

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 Q. Which ITIL process helps to monitor the IT services by
maintaining a logical model of the IT infrastructure and
IT services?

Configuration Management.

Q. Explain Deming quality circle steps must to ensure

good performance?

Plan-Do-Check-Act

Q. Who is responsible for result of the process?

Process owner

Q. Explain the difference between a process and a project?

A process is continuous and has no end date.

Project has a finite life span.

Q. What is the basis of the ITIL approach to service

management?

Interrelated Activities.

Q. Explain Classification?

Its the process of formally grouping Configuration Items (CIs) by type,

e.g. hardware, software, accommodation, people, documents, business
processes, external services and it takes place immediately after
recording and registering an incident.

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 Q. What Information is regularly exchanged between Problem
Management and Change Management?

RFCs resulting from known errors.

Q. What‟s the importance of a service desk?

1. The Service Desk is critically important as the very first contact the
organization‘s users have with IT Services.

2. This department also distributes information to users.

3. It is responsible for tracking and monitoring an incident also.

Q. What is incident management process? Examples?

Incident Management (IcM) is an IT service management

(ITSM) process area

Its objective is to restore a normal service operation as quickly

as possible

Incidents should be classified as they are recorded,

Examples:

1. Application

2. Service not available

3. Application bug

4. Disk-usage threshold exceeded

5. Hardware

6. System-down

7. Automatic alert

8. Printer not printing

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 Q. What is Proactive problem management?

Finding potential problems and errors in an IT infrastructure before

they cause incidents.

Q. What‟s the difference between Incident, Problem and Known

Error?

Incident => an incident is any event that is not part of the standard
operation.

Example no frees space on user‘s hard disk.

Problem =>a problem is the unknown underlying cause of one or more

incidents. Incident can never become a problem.

Known Error =>is an incident or problem for which the root cause is
known and for which a temporary workaround or permanent
alternative has been identified.

Request for Change (RFC) is needed in order to fix the known error.

Q. What‟s the plan for Desktop rollout projects?

1. Evaluate

2. Plan

3. Build

4. Deploy

5. Operate

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 Q. Which activity in the problem management process is
responsible for generating Requests for Change (RFC)?

Error Control.

One of the tasks of Problem Management. Error Control encompasses

identifying, recording, classifying and progressing Known Errors.

Q. Which ITIL process is responsible to identify the cause?

Problem Management.

Q. What‟s the goal of Problem Management?

As per ITIL the goal of Problem Management is to minimize the

adverse impact of Incidents and Problems on the business that is
caused by errors within the IT Infrastructure, and to prevent
recurrence of Incidents related to these errors.

Problem Management tries to get to the root cause of Incidents and

then initiate actions to improve or correct the situation.

Q. When is a known error identified?

When the cause of the problem is known.

Q. What is Problem Management?

ITIL process responsible for tracing the underlying cause of errors.

Q. Give an example of proactive problem management?

Trend analysis, pain value analysis

Q. How does problem management contribute?

By making a knowledge database available, it contributes

To a higher solution percentage of first-line support.

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 Q. What is the primary task of error control?

Correcting known errors.

Q. What is meant by urgency of an incident?

The degree to which the solution of an incident tolerates delay.

Q. ITIL process Incident Management. Objective?

Restore normal state IT service operations as quickly as possible

to minimize the adverse impact on business operations by
correcting malfunctions in the services

Q. While registering an incident what will be the first step?

Giving an incident number.

Q. Which ITIL process has the task of classifying incoming

interruption reports?

Incident Management

Q. Who determines whether that an incident can be closed?

User

Q. Technical expertise in the Incident Management process

called?

Functional Escalation.

Q. Reliability, Serviceability and Maintainability are components

of which ITIL process?

Availability Management

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 Q. What is serviceability?

The degree to which the provision of IT services can be supported

by maintenance contracts.

Q. What‟s “Mean Time To Repair” (MTTR)?

Average downtime of a service.

Q. A report specifying the duration of an interruption of a

configuration item is part of Which ITIL process manager?

Availability Manager

Q. What is application sizing?

Determining the hardware capacity required to support new or adapted

applications.

Q What is Service level Management?

The goals of SLM as defined by ITIL are to maintain and improve IT

service quality through a constant cycle of agreeing, monitoring, and
reporting upon IT service achievements and instigation of actions to
eradicate inadequate service in line with business or cost
justification. Through these methods, a better relationship between
IT and its Customers can be developed.

Q. What is SLA?

SLA is service Level Agreement which is the Agreement between client

and service provider or vendor based thos SLA the vendor will provide
the service to the client.

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 Q. SLA Types?

SLA Agreement between External IT service provider and customer.

OLA Agreement between Internal IT service provider and customer.

SLR Service level requirement list of all services.

Q .Service Design Availability, Reliability.

Reliability define service run without interruption

MTBSI (Mean Time between Service Incidents) MTBSI

= Available time in hours /Number of breaks. MTBF =

Total downtime in hours /Number of breaks Q.

Service Design Availability Maintainability.

How fast service can be restore after failure.

MTRS Mean time to restore service.

MTRS =Total downtime in hours /Number of service breaks

Q .Explain below Availability Terms?

Continuous Availability: design the service to get 100 %

availability. This

Service has no unplanned or plan downtime.

Fault Tolerance No interruption in service after the component fail.

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