7. Operational Procedures Flashcards
1
Q
What is the purpose of an SOP (Standard Operating Procedure)?
A
Provides step-by-step instructions for completing tasks to ensure consistency and reliability.
2
Q
What is the first step when creating a change management process?
A
Identify the need for the change and document the objectives.
3
Q
What is the purpose of a chain of custody in IT?
A
Ensures proper handling and documentation of evidence in forensic investigations.
4
Q
What is ESD, and how can it be prevented?
A
Electrostatic discharge; it can be prevented using anti-static wrist straps, mats, and proper grounding techniques.
5
Q
What is the difference between incremental and full backups?
A
Incremental backups save only changes since the last backup, while full backups save all data.
6
Q
What is the purpose of a knowledge base?
A
A centralized repository for information and solutions to common issues, aiding troubleshooting and training.
7
Q
Why is documentation important in IT?
A
Provides clear records for processes, troubleshooting, and compliance, and aids team collaboration.
8
Q
What is the purpose of ticketing systems in IT support?
A
Tracks and manages support requests to ensure resolution and accountability.
9
Q
What is the purpose of safety data sheets (SDS)?
A
Provides information about handling, storage, and disposal of hazardous materials.
10
Q
What should be included in disaster recovery plans?
A
Backup procedures, emergency contact information, recovery priorities, and testing protocols.
11
Q
What is the primary goal of incident response?
A
To identify, contain, and resolve security incidents quickly and effectively.
12
Q
What is the purpose of user training in IT security?
A
Educates employees about recognizing threats and following best practices to reduce risks.
13
Q
How should sensitive data be disposed of?
A
Use data-wiping software, degaussers, or physical destruction methods like shredding or incineration.
14
Q
What is the difference between a brownout and a blackout?
A
A brownout is a partial loss of power, while a blackout is a complete power outage.
15
Q
What is the purpose of surge protectors and UPS devices?
A
Surge protectors guard against power spikes, while UPS devices provide temporary power during outages.
16
Q
What is an SLA (Service Level Agreement)?
A
A contract that defines the level of service expected between a provider and a client.
17
Q
What is the purpose of scheduled maintenance?
A
Prevents downtime and equipment failures by performing regular inspections and updates.
18
Q
What is the role of a first responder in IT incidents?
A
To document the situation, secure the environment, and escalate the issue if necessary.
19
Q
What are the three main components of the ITIL framework?
A
Service Strategy, Service Design, and Service Operation.
20
Q
What is the purpose of a business continuity plan (BCP)?
A
Ensures essential business functions continue during and after a disaster.
21
Q
What are best practices for password management?
A
Use strong, unique passwords; enable multi-factor authentication; and update passwords regularly.
22
Q
What should be done before performing maintenance on a computer?
A
Power down the device, disconnect it from the power source, and follow ESD precautions.
23
Q
What is the purpose of end-user documentation?
A
Provides clear instructions for non-technical users on how to use IT systems or resolve basic issues.
24
Q
What is the primary purpose of a system image backup?
A
Captures the entire system, including the OS, applications, and data, for complete restoration.
25
What is the difference between proactive and reactive maintenance?
Proactive maintenance prevents problems before they occur; reactive maintenance addresses issues after they arise.
26
What is the purpose of a service level agreement (SLA)?
Defines the expected service levels, response times, and responsibilities between a service provider and customer.
27
What is the importance of a disaster recovery plan?
Outlines procedures for recovering IT systems and data after an unexpected event, ensuring business continuity.
28
What is the difference between incident response and problem management?
Incident response addresses immediate issues, while problem management focuses on identifying and resolving the root causes of incidents.
29
Why is it important to follow a structured troubleshooting methodology?
A structured approach ensures systematic problem resolution, reduces errors, and improves efficiency.
30
What is the purpose of patch management?
Ensures that software and systems are updated with security patches to fix vulnerabilities and improve functionality.
31
What is the role of a change management process?
To ensure that changes to IT systems are made systematically and with minimal risk to the environment.
32
What is the difference between preventative maintenance and corrective maintenance?
Preventative maintenance involves proactive measures to prevent issues, while corrective maintenance addresses issues after they occur.
33
What is the purpose of an inventory management system in IT?
Helps track hardware, software, and other IT assets to ensure they are properly managed and maintained.
34
What is the role of user education in IT operations?
Educates users on security practices, troubleshooting techniques, and proper use of IT systems to reduce errors and improve efficiency.
35
What is the importance of regular backups in IT operations?
Ensures that critical data can be recovered in case of system failure, data loss, or cyberattacks.
36
What is the purpose of system monitoring?
Continuously checks the health and performance of IT systems to detect issues early and take corrective action.
37
What is the difference between operational documentation and technical documentation?
Operational documentation provides information on how systems should be run, while technical documentation details the design and setup of systems.
38
What is the importance of testing after implementing a change?
Ensures that the change works as intended and does not introduce new issues or disrupt existing systems.
39
Why is it important to follow an established escalation procedure?
Ensures that issues are addressed by the appropriate level of support and that they are resolved quickly and efficiently.
40
What is the purpose of a root cause analysis (RCA)?
To identify the underlying causes of problems and prevent recurrence by implementing corrective actions.
41
What is the difference between a hot site and a cold site in disaster recovery?
A hot site is fully equipped and ready to use, while a cold site has no equipment and requires setup before use.
42
What is the role of incident documentation in IT support?
Tracks details of issues and resolutions, providing a record for future reference and analysis.
43
What is the purpose of IT asset disposal procedures?
Ensures that sensitive data is properly erased from devices and that hardware is disposed of or recycled responsibly.
44
What is the difference between physical security and logical security?
Physical security protects hardware and infrastructure, while logical security protects data and systems from unauthorized access.
45
What is the role of an IT support ticketing system?
Tracks and manages support requests, helping to prioritize and resolve issues efficiently.
46
Why is documentation important for troubleshooting?
Provides a reference for known issues, solutions, and procedures, making it easier to resolve similar problems in the future.
47
What is a root cause analysis (RCA) report?
A document that identifies the primary cause of an issue and outlines corrective actions to prevent recurrence.
48
What is a post-mortem analysis?
A review process that examines the events leading up to an incident or failure and identifies areas for improvement.
49
Why should IT staff be trained in customer service skills?
To improve communication, resolve issues efficiently, and ensure a positive experience for users.
50
What is the role of IT change management software?
Automates and manages the process of requesting, approving, and implementing changes to IT systems.
51
What is an emergency change request?
A request to make a change to an IT system in response to an urgent issue that requires immediate attention.
52
What is the role of an IT support technician in a change management process?
To assess, implement, and ensure that changes are made in compliance with established procedures and without introducing new problems.
53
What is the importance of regular system audits?
Audits ensure that systems comply with security policies, help detect unauthorized activity, and provide a record for accountability.
54
Why is version control important in IT operations?
Helps manage changes to software or configurations, ensuring that previous versions can be restored if needed.
55
What is the purpose of network segmentation?
Divides a network into smaller, isolated segments to improve security, manage traffic, and limit the spread of potential attacks.
56
What is the difference between a full backup and an incremental backup?
A full backup copies all data, while an incremental backup only copies data that has changed since the last backup.
57
What is the role of an IT administrator in operational procedures?
To ensure that IT systems run smoothly, including overseeing backups, updates, security, and other day-to-day tasks.
58
What is the importance of documenting IT processes and procedures?
Documentation ensures consistency, reduces errors, and provides a reference for troubleshooting and training.
59
What is a standard operating procedure (SOP)?
A set of instructions that outline the steps to be followed in a specific process to ensure consistency and efficiency.
60
What is the purpose of asset tagging?
To assign unique identifiers to IT assets for tracking, management, and inventory purposes.
61
Why is it important to follow industry best practices for IT operations?
Best practices ensure that systems are configured securely, maintained properly, and operated efficiently.
62
What is the role of automation in IT operations?
Automation streamlines repetitive tasks, reduces human error, and increases efficiency in managing systems.
63
What is the purpose of an IT risk assessment?
To identify potential risks to IT systems and data, assess their impact, and implement strategies to mitigate those risks.
64
What is the role of an IT service management (ITSM) framework?
ITSM frameworks provide guidelines for managing IT services, incidents, changes, and assets to ensure consistent and effective service delivery.
65
What is the purpose of monitoring system logs?
To detect unusual activity, errors, or potential security incidents that require attention.
66
What is the difference between an IT audit and a vulnerability assessment?
An IT audit reviews compliance and system performance, while a vulnerability assessment identifies and evaluates security weaknesses.
67
Why is it important to log and track incidents and changes?
To maintain a record of events for troubleshooting, auditing, and continuous improvement of IT operations.
68
What is a service desk incident report?
A document that records details of a support request, including symptoms, troubleshooting steps, and resolution.
69
What is the purpose of a business impact analysis (BIA)?
To assess the potential impact of disruptions on business operations and prioritize recovery efforts.
70
What is a root cause analysis (RCA) report?
A document that identifies the underlying causes of a problem and outlines steps to prevent recurrence.
71
What is an IT service continuity plan?
A plan that outlines strategies for maintaining IT services during disruptions and ensuring rapid recovery.
72
What is the role of a service-level manager in operational procedures?
To oversee and manage service-level agreements, ensuring that services meet agreed-upon standards and quality.
73
What is the purpose of system hardening?
To secure a system by reducing its vulnerabilities, such as disabling unused services, applying patches, and configuring proper access controls.
74
Why is a log file important in troubleshooting?
Log files contain detailed information about system events, errors, and performance issues, which helps identify the cause of problems.
75
What is a configuration management database (CMDB)?
A centralized repository that stores information about IT assets, configurations, and relationships between systems.
76
What is a remote wipe?
A security feature that allows administrators to remotely erase data from a mobile device or computer to protect sensitive information.
77
What is the role of IT security in operational procedures?
To ensure that systems, networks, and data are protected from threats, and that security best practices are followed in day-to-day operations.
78
What is the importance of having access controls in place?
Access controls prevent unauthorized users from accessing sensitive data or systems, ensuring that only authorized personnel can perform certain actions.
79
What is a service desk's primary role in IT operations?
To act as the first point of contact for users experiencing issues and to provide support for resolving incidents and service requests.
80
What is the role of an IT asset lifecycle management process?
To ensure that IT assets are properly tracked, maintained, and retired when they are no longer needed.
81
Why is it important to enforce strong password policies in an organization?
To reduce the risk of unauthorized access, ensuring that users create secure passwords to protect sensitive systems and data.
82
What is the role of a backup schedule?
To define when and how often data backups should occur, ensuring that critical data is regularly backed up and available for recovery.
83
What is the role of an IT support technician during a system outage?
To diagnose and resolve issues quickly, communicate with affected users, and ensure that systems are restored as soon as possible.
84
What is a business continuity plan (BCP)?
A plan that outlines procedures for maintaining essential operations during and after a disaster or major disruption.
85
What is the difference between a soft skill and a technical skill in IT operations?
Soft skills involve communication, problem-solving, and teamwork, while technical skills involve specific knowledge of IT systems and
86
What is the purpose of an IT service desk?
To provide support for users, troubleshoot issues, and manage incidents and service requests.
87
What is a critical incident in IT operations?
A high-priority issue that significantly impacts the organization's operations and needs immediate attention.
88
What is a change control board (CCB)?
A group responsible for reviewing and approving changes to the IT environment to minimize risk and disruption.
89
What is an operational risk assessment?
The process of identifying and evaluating risks that could impact IT operations and implementing mitigation strategies.
90
What is the difference between emergency and standard change requests?
Emergency changes are made to resolve critical issues, while standard changes follow a planned, less urgent process.
91
What is the role of a service catalog in IT operations?
A service catalog lists all the IT services provided, detailing service descriptions, request procedures, and service levels.
92
What is the purpose of version control in IT operations?
To track changes in software or configurations, ensuring that earlier versions can be restored if needed.
93
Why is regular software testing important in operational procedures?
It ensures that updates, patches, or new features do not introduce new problems and that software functions correctly.
94
What is the purpose of a change management log?
To document all changes made to IT systems, including approvals, implementations, and outcomes.
95
What is the role of an IT operations manager?
To oversee day-to-day IT operations, ensure smooth service delivery, and manage resources to meet business needs.
96
What is a preventive maintenance schedule?
A planned schedule for regular system checks and updates to prevent failures and ensure system longevity.
97
What is the purpose of software licensing compliance?
To ensure that software is legally used according to licensing agreements and avoid potential legal and financial penalties.
98
What is a post-implementation review (PIR)?
A review conducted after a project or change to assess its effectiveness and identify areas for improvement.
99
What is the role of automation in operational procedures?
To reduce manual effort, streamline repetitive tasks, and ensure consistency in IT processes.
100
What is the purpose of a root cause analysis in IT operations?
To identify the underlying cause of a recurring issue to prevent future occurrences and improve processes.
