4.1 - 4.9 Flashcards
is a document that lets the change administrators restore the network to the service level that was present before the change. Sometimes even the best plans can have unintended consequences on a network, or a planned upgrade might fail. When this happens, it is important to have an exact document that tells all the planned steps and logs the configuration codes necessary to get back to normal.
rollback/backout
is a document that lets the change administrators restore the network to the service level that was present before the change. Sometimes even the best plans can have unintended consequences on a network, or a planned upgrade might fail. When this happens, it is important to have an exact document that tells all the planned steps and logs the configuration codes necessary to get back to normal.
Rollback/ blackout plan
is used to evaluate a change in a safe and isolated environment that mirrors the production environment. It allows for the identification of potential issues and the validation of the change’s functionality and compatibility before deploying it to the production environment. It’s a proactive approach to catch problems before they impact the live system.
Sandbox testing
a crucial part of change management, but it outlines the steps to revert to the previous state in case of issues after implementation. It’s not primarily used to identify issues before implementation.
rollback/backout
One designated person generally coordinates changes with stakeholders throughout the organization. This person, called the change lead, can communicate planned changes to different departments so that they can check for possible impact or problems that could cause unintended consequences to other parts of the network or organization.
Responsible Staff Member
typically include terms and conditions that outline how the software or product can be used and what restrictions are placed on the end user. These restrictions may cover aspects like the number of installations, whether the software can be used for commercial purposes, limitations on modifying or reverse engineering the software, and more.
EULAs (End-User License Agreements)
When a Group Policy setting enforces the use of a specific SNTP (Simple Network Time Protocol) server, it can synchronize the ___ of the workstations. If there is a significant time difference between the workstations and the authentication server (e.g., domain controller), it can disrupt domain authentication.
SYSTEM CLOCK
To install a business application on a Windows 10 Enterprise 32-bit operating system, the technician should execute the file with the extension
.msi (Microsoft Installer).
In Ticketing System ,___-correct is important, of course, but so is gathering user information about where users work or how they are using the technology being supported. This information informs the support techncian on the nature of the problem.
Getting names
In Ticketing System ,Be specific about the device in question. Identifying a specific device or software that is not working will save valuable time if an onsite visit is necessary. The location, ID number, and name of a contact person all are helpful.
Device Information
In Ticketing System , Precise descriptions are essential. Saying that a device “is not working right” is not really helpful. “My network connection is uneven and drops every few minutes” does far more to isolate the problem and identify proper help.
Description of Problems
In Ticketing System , Provide a list of problem categories for users to choose from, with an Other option at the end. Most users are not aware of the categories or support specialties the support staff uses, so providing a list is helpful.
The following are examples of categories on a support ticket:
-User account support (password, login, and permissions support)
-Network/Internet access
-Slack or email
-Software support (listing names of supported software)
Categories
In Ticketing System , __helps the support team prioritize tickets so that the most critical
issues are supported first. Levels typically look similar to this listing,
including brief descriptions of the needed priority to help the client get the
proper support:
Urgent: Normal production work has stopped. This often impacts an entire office if an outage has occurred.
High: Some loss of capability to perform normal work tasks.
Average: Inconvenience to workers or customers, but the company is managing to get by at substandard levels.
Low: No impact on the ability to work, but maintenance could be required.
Severity
In Ticketing System , Depending on the size and scope of a support center, different levels (or tiers) of support are offered. Common problems that are fairly easy to resolve are assigned a low level; more complex problems that require special support skills and experience can be escalated to higher levels. The following are the three most common levels:
-Level 0: The customer/client can resolve the issue with online tools and documentation. An example is using a utility for password reset.
-Level 1: An agent has access to support software and support scripts (predefined steps to help users). An example is starting a script with “Is the machine plugged in and powered on?” and then moving to more technical details.
-Level 2 (or higher): Support staff employs specialized skills and usually more experience. Examples are software specialists and network specialists.
Escalation Levels
In Ticketing System , This involves getting examples and details on how the problem is manifesting itself to the user.
Problem description
In Ticketing System , Multiple people might be trying to resolve an issue, especially if a problem has been escalated. It is essential to make sure
everyone is working from the same information.
Progress notes
In Ticketing System , This is the hardest communication step. After working to resolve a problem and get the user back to work,
technicians often face pressure to move on to the next issue. However, complete documentation of the issue will help support staff recognize future issues with devices or identify areas where training is needed.
Problem resolution
contain a detailed history of all the hardware and software purchased for company use.
Inventory lists
A ____ tracks the assets in inventory. Depending on the size of the organization, this task can be managed with a small database, such as a simple spreadsheet, all the way to a specialized database, with staff assigned to track the assets for technical, budget, and tax purposes. The database should account for when assets were purchased, how and where they were used, and, eventually, how they were disposed of. The IT department usually must receive and document equipment with durable asset tags.
These tags are typically customized, including the name of the organization along with a barcode and serial number used to create an asset database. They are most often made of a metalized polyester that should last as long as the computer asset is expected to be in use. An asset tag allows the company to track who is assigned to the device and who is responsible for the equipment. This database is also used to track warranty information and repairs. Using a barcode scanner is the most convenient way to keep track of the equipment while it is in use in the company.
database system
The ————-describes a method for planning purchases and the expected life of technical assets bought for the company. This is generally done for larger purchases, such as servers, switches, and major software implementations, but not so much for consumables, such as cables and keyboards. The lifecycle can vary widely, depending on the asset.
procurement lifecycle
An ___ as it pertains to user safety and security procedures, is designed to keep a network safe from outside intruders. Acceptable use goes even further when it comes to computer best practices within a company. Each organization should define what it considers to be acceptable use of its computing resources within its network
acceptable use policy (AUP),
For example,
government networks generally are not available for private use, so private email might not be allowed on work computers. Inappropriate use of the
Web has been a problem in workplaces since the Internet became common in business.
acceptable use policy (AUP),
A __ is essentially a
map of a network that shows how equipment is physically arranged in the
building and logically connected as a network.
network topology diagram i
A __diagram also maps wireless access ports and wiring
closets.
The diagram might “zoom in” and depict a single room or floor.
Technicians can use a physical topology diagram to find a device they have
been called to service. Techs can also use the diagram to see what other
equipment, such as printers, security cameras, and switches, are in use and
where to find them. Alternatively, physical topologies might “zoom out”
and give the general design of a building, including wiring closets on floors
and the point-of-presence (PoP) for connectivity to the ISP. These cut sheets
should be posted in secure wiring closets but, for security reasons, not made
available to the general public.
physical topology
A__ diagram depicts a network’s design, including how computers are grouped together into local area networks (LANs). A logical diagram might include a basic map of wiring closets and general areas of the building, but instead of focusing on computers, this diagram pinpoints network IP addresses. This is beneficial because troubleshooting Internet connectivity is a major part of the IT workday; knowing which network the devices should be on saves time in troubleshooting.
logical topology
Most large organizations have a SOP manual, sometimes known as a policy or employee manual, to document the proper ways a company does business. These are often updated and become the subject of recurrent employee training.
Standard operating procedures (SOP)
Example of ____
Procedures to track licensing for software installations
Password policies
New user setup checklists
End user termination policies
Standard operating procedures (SOP)
When a rule or law has been broken, an incident report is necessary so that the company can track its legal responsibilities. This allows the company to plan for training and to comply with laws as necessary.
Incident reports:
These screens display logos or policies that “welcome” a user at startup or login. These might be accompanied by a checkbox requiring the acknowledgment of certain rules before the user can access the company resources.
Splash screens
is a collection of articles containing text, images, or video that give information about a network, product, or service.
KNowledge base
A _____is formally submitted using a change request process. A change request states what needs to be updated or changed but does not indicate how the change will be executed. A simple change request might require only preapproval from a manager. Complex changes, with higher impact and risks, are submitted to a change advisory board.
Purpose of change
is the process of identifying potential problems so there are no surprises or crisis situations once the change begins. For each potential problem identified, the team attempts to determine the likelihood it may occur, its impact, and what to do if it does occur.
Risk analysis
Departments that want to plan or implement changes in their part of a larger
network must submit a form, usually located in the standard operating
procedures manual, to the designated person responsible for changes to the
overall network. The form should require descriptions of the proposed
change, the costs (both technical and financial), and the benefits of the
change. The form can then be used as a basis for communication with other
stakeholders in the organization.
Request Forms
determined so that all affected users and managers do not suddenly lose the
capability to work when a change is implemented. Scoping a change means
creating a detailed plan itemizing processes and settings that will stay the
same after the change
Scope the Change
(for example, application settings needed to perform
core functions), hardware or software that will go away, and the changes
that have a mixed outcome (meaning some benefit, such as efficiency, but
also some drawbacks, such as layoffs of loyal employees).
Scope the Change
Be sure to announce the date and time of a change well in advance so that
others can plan as well. These plans usually call for changes to occur during
downtime at night, when the fewest users will be impacted, especially if a
system outage is expected.
Date and Time of the Change
A key purpose in managing change carefully is to avoid unintended
problems for various systems that are in place.
Affected Systems/Impact
For example, choosing the
time of a change is important; making a change at the same time a payroll
run is being processed could cause problems for not just payroll, but the
employees who are depending on timely paychecks. Thus, it is important to
identify all systems that will be affected by the changes and to mitigate the
impact to their tasks.
Affected Systems/Impact
Some level of risk is always present when making changes to a network. A
goal of change management is to identify the risks and mitigate them.
Examples of risks that IT managers plan for include delays, lower-thanexpected
quality, and use of more resources. When the risks are identified,
managers and planners can work to neutralize them.
A change manager might assign a risk level of high-, medium-, and lowrisk
categories and then manage the team resources according to the
potential impact on the organization.
Risk Analysis
is a
group gathered from areas of the organization that will be impacted by the
planned changes. The task of the change board is to analyze requests for
change (RFCs) and study the benefits and risks of implementing changes.
The change manager works under the authority of the change board and
gives approval for the manager to proceed with the necessary work to be
done. Members of the change board are usually leadership-level employees
who understand the impact that requested changes will have on the work in
their respective areas.
Change Board Approvals /change advisory board/ CAB
The end users of the network will be the final arbiters of success or failure
in the change migration. Those planning and implementing the change
should be informed, but because all users will have a role, they need to be
involved, too. Managers might need to schedule training time, and users
might have to accept and endure a learning curve. The more ownership they
can have in the process, the more likely the users will tolerate the hardship
of the process.
End User Acceptance / eua
backs up the entire contents of the computer or
selected drive to another local or network location. Because every file
is copied, this backup takes the longest and uses the most storage.
full backup
____: These backups record changed data since the last full
backup. These backups can be done often to ensure that data backups
are very current.
A ____ includes all data that has changed since the last
full backup, regardless of whether or when the last ____
was made, because this backup does not reset the archive bit, a file
attribute used to track incremental changes to files for the purpose of
the backup. An incremental backup includes all the data that has
changed since the last incremental backup. An incremental backup is
incomplete for full recovery without a valid full backup and all
incremental backups since the last full backup.
Differential Backup
These backups are similar to full backups, except that they are actually reconstructed in software from a full backup in the past
and then modified with the incremental backups that have occurred since the full backup. The benefit is reduced storage needs for backup
data.
Synthetic
These backups copy only data that has changed since
the last backup. If a full backup is performed every Saturday, then an
____ backup could be run each day of the week, recording one
day of activity each time. This way, backups are current but a full
backup does not have to run each day.
Incremental
For example, if the
server dies on Thursday, four tapes are needed: the full backup from
Friday and the incremental tapes from Monday, Tuesday, and
Wednesday. A full backup copies all selected files and resets the
archive bit.
Differential Backup
____ is important: The worst time to find out that your
scheduled backups are not working properly is when they are needed to
recover data. ____ ensures that the needed data is available when
a backup is necessary. It also enables IT staff to practice restoration so that
they have this skill in place when it is most needed.
Each organization must determine the necessary frequency of testing.
Testing not just data, but also infrastructure such as backup power supplies,
is a good plan.
In the days when tape backups were run, ____ was a timeconsuming
task. Thanks to cloud storage, network-attached storage (NAS)
solutions, and virtualization, the process is much easier today.
Backup testing
full backups (grandfather—perhaps a monthly backup stored redundantly offsite) can be combined with a weekly backup (father—also sent offsite) and a daily incremental backup (son). This scheme is popular because of the minimal use of time and storage for the smaller backups. Increased use of cloud storage simplifies the process of offsite storage so that storing all three backup types both onsite and offsite can be easily done.
grandfather-father-son (GFS)
(Layer 1) of OSI model
Physical Layer
is responsible for creating a reliable link between two directly connected nodes, ensuring that data is transmitted without errors. It is divided into two sublayers: Logical Link Control (LLC) and Media Access Control (MAC).
Data Link Layer
(Layer 2) of OSI model
Data Link Layer
(Layer 3): .of OSI model
Network Layer
(Layer 4):of OSI model
Transport Layer
(Layer 7): of OSI model
Application Layer
(Layer 6): of OSI model
Presentation Layer
(Layer 5): of OSI model
Session Layer
is responsible for routing packets of data from the source to the destination across multiple networks. It includes addressing, routing, and logical network topology
Network Layer
manages end-to-end communication between devices, ensuring data reliability, error detection, and flow control. It can use either TCP (Transmission Control Protocol) or UDP (User Datagram Protocol).
Transport Layer
manages and maintains communication sessions between applications running on different devices. It establishes, maintains, and terminates sessions, allowing applications to exchange data.
Session Layer
is responsible for data translation, encryption, compression, and formatting, ensuring that data sent by one device can be properly interpreted by another.
Presentation Layer
is the topmost layer and is closest to the end-user. It provides network services directly to user applications, including protocols for email, file transfer, remote access, and more.
Application Layer
This layer deals with the physical aspects of transmitting data, such as cables, connectors, and the actual transmission of electrical or optical signals over the network medium.
Physical Layer
The 【 】contains information about service load failures, hardware conflicts, driver load
failures, and more. The file (system.evtx) is stored in the %System Root%\System32\Winevt\Logs\ folder and can
be opened using the Event Viewer. The event viewer shows a log of application and system messages, including
errors, information messages, and warnings. It’s a useful tool for troubleshooting all kinds of different Windows
problems.
system log
