4.1 - Document Types

Question 1

Acceptable use policies (AUP)

Answer 1

• What is acceptable use of company assets?
  – Detailed documentation
  – May be documented in the Rules of Behavior
• Covers many topics
  – Internet use, telephones, computers, mobile devices, etc.
• Used by an organization to limit legal liability
  – If someone is dismissed, these are the
  well-documented reasons why

Question 2

Network topology diagram

Answer 2

• Describes the network layout
  – May be a logical diagram
  – Can include physical rack locations

Question 3

Compliance

Answer 3

• Compliance
  – Meeting the standards of laws, policies, and regulations
• A healthy catalog of rules
  – Across many aspects of business and life
  – Many are industry-specific or situational
• Penalties - Fines, loss of employment, incarceration
• Scope - Domestic and international requirements

Question 4

Splash screens

Answer 4

• A message, logo, or graphic shown during startup or login
  – Can be used for branding or to require compliance
• Can be informational
  – Maintenance notifications or system changes
• May be required for legal or administrative purposes
  – Warnings about system misuse
  – Information about relying on application data

Question 5

Incident reports

Answer 5

• Security policy
  – An ongoing challenge
  – Documentation must be available
  – No questions
• Incidents are ongoing
  – Organizations have formal incident plans
• Reports and documentation
  – Details of any security incident
  – Create a reference for future incidents

Question 6

Standard operating procedures

Answer 6

• Organizations have different business objectives
  – Processes and procedures
• Operational procedures
  – Downtime notifications, facilities issues
• Software installation and upgrades
  – Custom installation of a software package
  – Testing, change control
• Documentation is the key
  – Everyone can review and understand the policies

Question 7

On-boarding

Answer 7

• Bring a new person into the organization
  – New user setup checklist
• IT agreements need to be signed
  – May be part of the employee handbook or
  a separate AUP
• Create accounts
  – Associate the user with groups and departments
• Provide required IT hardware
  – Laptops, tablets, etc.
  – Preconfigured and ready to go

Question 8

Off-boarding

Answer 8

• All good things…
  – End-user termination checklist
• This process should be predefined
  – You don’t want to decide how to do things at this point
• What happens to the hardware?
• What happens to the data?
• Account information is usually deactivated
  – But not always deleted

Question 9

Knowledge base and articles

Answer 9

• External sources
  – Manufacturer knowledge base
  – Internet communities
• Internal documentation
  – Institutional knowledge
  – Usually part of help desk software
• Find the solution quickly
  – Searchable archive
  – Automatic searches with helpdesk ticket keywords