4.1 and 4.2 Operational Procedures

Question 1

Incident

Answer 1

Happens once or is an isolated issue

Question 2

Problem

Answer 2

Recurrent and happens to multiple users or devices

Question 3

Give the 3 ticket categories

Answer 3

• Request
• Incident
• Problem

Question 4

What are the three things that should be written in tickets?

Answer 4

• Problem description
• Progress notes
• Problem resolution

Question 5

List 5 benefits to having a knowledgebase

Answer 5

1. Reduces the support workload
2. Provide good self-service
3. Lower the amount of work
4. Lower the product cost
5. Quick onboarding and training experience

Question 5

Asset management

Answer 5

Systematic approach to the governance and realisation of value of things over their lifecycle

Question 6

Give the 5 steps of asset management

Answer 6

1. Development
2. Operation
3. Maintenance
4. Upgrade
5. Disposal

Question 7

What does a database system allow for?

Answer 7

• Detailed management and configuration of assets
• Association of user with workstation

Question 8

Procurement lifecycle

Answer 8

Birth to death of an asset

Question 9

Change request

Answer 9

Verifies the impacts

Question 10

Procurement

Answer 10

Determines the budget

Question 11

Deployment

Answer 11

Implements procedures in a secure configuration

Question 12

Maintenance/Operations

Answer 12

Implements procedures for monitoring and support

Question 13

Disposal

Answer 13

Implements procedures for sanitizing data remnants

Question 14

Change

Answer 14

Addition, modification, or removal that may have a direct or indirect effect on IT services

Question 15

Standard changes

Answer 15

Preauthorised and can be implemented without any additional authorisation

Question 16

Normal changes

Answer 16

Authorisation is needed

Question 17

Emergency changes

Answer 17

Must be expedited; often when something is broken and needs to be working again quickly.

Question 17

Change authority

Answer 17

Person or group that authorises changes

Question 18

Pair programming

Answer 18

One person writes code and the other reads and approves it

Question 19

What sort of change should be used when working with large system networks?

Answer 19

Normal change

Question 20

List 3 things the change schedule helps with

Answer 20

• Communicating changes to staff and stakeholders
• Ensuring there are enough resources to implement the changes
• Helps plan the changes

Question 21

What are three reasons there may need to be a change?

Answer 21

• Fault needs fixing
• New business need or process
• Planned improvement

Question 22

Change Advisory Board

Answer 22

• Technical experts
• Business experts
• Senior leaders

Question 23

Rollback plan

Answer 23

Plan of action if something goes wrong

Question 24

End-user acceptance

Answer 24

Ensuring all end users know how to use the new system correctly

Question 25

Standard Operating Procedure

Answer 25

Step-by-step list of actions to comply with a particular policy

Question 26

Acceptable Use Policy

Answer 26

A set of rules set by the organisation of the network that restricts and governs ways in which the network/system may be used

Question 27

After Action Report (Incident Report)

Answer 27

What happened, the cause, and how to prevent it in the future. Can also include opinions of all involved parties

Question 28

Which types of connections could be shown in a network topology diagram?

Answer 28

Logical or physical