4.0 Operational Proceedures Flashcards
What are Network topology diagrams?
Network Topology diagrams that illustrate or describe the layout of the topology.
THEY MAY be logical, physical, or both.
What are Knowledge base/articles
External sources for data about known issues
including: Vendor/manufacturer knowledge base and Internet communities
What is Incident documentation?
A support tool kit is a tracking database where incidents that occur can be documented.
Each support incident will be logged as a job or
ticket within the incident management system.
Used to track incidents with different support reporting requirements.
Who are the 3 main Regulatory and Compliance policy makers?
Sarbanes-Oxley (SOX) = Public company accounting reform and investor protection act of 2002 in Finance
- (HIPAA) Health Insurance Portability and Accountability Act (HIPAA) ◦ healthcare standards for storage, use, and transmission of Healthcare info
- (GLBA) Gramm-Leach-Bliley Act of 1999 (GLBA) = Financial disclosure privacy
What is Acceptable use policy/AUP?
Is a set of rules applied by the owner, creator or administrator of a network, website, or service, that restrict the ways in which the network, website or system may be used and sets guidelines as to how it should be used
What is a Password policy?
Password policy ARE in place to ensure that security is maintained.
Passwords should be complex AND expire.
• Expiration ◦ 30 days ◦ 60 days ◦ 90 days
◦ Critical systems might have passwords changed weekly or every two weeks
What is Inventory management?
- A record of every asset
- Routers, switches, cables, fiber modules, etc.
- Financial records, audits, depreciation
- Make/model, configuration, purchase date, etc.
- Tag the asset • Barcode, RFID, visible tracking number
What are Asset tags used for? On what devices/hardware will you place/see them?
IT uses to track of all of the tangible/touchable/ technical assets in the organization.
There’s usually a tracking system that can track all the switches, the routers, the computers, the monitors, and anything else relating to technology. All IT hw.
What are Barcodes?
A Label Sticker w/ Asset tag # and barcode
The Barcode is scanned, used to track When a device is added to the database,
can track that device - wherever it is.
What is a Compliance policy?
Compliance = Meeting the standards of laws, policies, and regulations
• Catalog of rules
◦ Across many aspects of business and life
◦ Many are industry-specific or situational
• Penalties ◦ Fines ◦ Loss of employment
◦ Possible incarceration • Scope
◦ Domestic and international requirements
IF any change occurs, What Documented business processes include?
you MUST Document business processes IF any change occurs, there should be documentation.
Help Desk documentation may(should) contain references and a ticketing system.
WHAT IS THE Purpose of the change?
The Purpose of the change = WHY THE change is occurring
Scope the change
Scope the change To what degree are the changes being made.
• May be limited to a single server • May be global
Risk analysis
Risk analysis Determine a risk value and how impactful it may be.
Plan for change:
What HAS to happen for the change to be a successful change?
A change plan is an explanation of the proposed changes and the steps needed to achieve them. …
A change plan is developed to implement projects that have been specified for change
- Describe a technical process
- Others can help identify unforeseen risk for a complete picture
- May discuss Scheduling
End-user acceptance
End-user acceptance If the end-user does not know how to or is unwilling to change, then there will be a standstill.
This should be more of a formality.
Change board
Change board: A group, committee that filters what is going to be changed or remain the same and determines an importance or priority.
Approvals
Approvals = Without approvals, the process or project does not continue
What is a Backout plan?
Back out plan: A plan for when the original plan fails or has to rollback.
There should always be a way to revert back to a restore point.
Always have backups and backups for those backups.
Document changes
Document changes See Document Business Processes. Always document everything.
Last step in CompTIA is ALWAYS going to be the same document that changes no matter what takes place.
- Image level backup
Image level backup
- Bare-metal backup using images
- OS Volume snapshots / hypervisor snapshots
- Recover entire system at once • Make an exact copy somewhere else
File level
File level • Copy individual files to a backup
- May not store all system files
- May need to rebuild the OS then perform file restore
Critical applications
Critical applications
• Application (level) software
• App data
- Location of data
- May need all different types of data for a restore
Backup testing
Backup testing • This is done for simulation purposes and enables a leadership confidence in disaster situations
- Confirms the restoration is possible
- Perform audits periodically to ensure capabilities and backups
- .py
.py Python • General-purpose scripting language • .py file extension • Popular in many technologies • Broad appeal and support