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.

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2
Q

What is the first step when creating a change management process?

A

Identify the need for the change and document the objectives.

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3
Q

What is the purpose of a chain of custody in IT?

A

Ensures proper handling and documentation of evidence in forensic investigations.

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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.

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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.

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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.

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7
Q

Why is documentation important in IT?

A

Provides clear records for processes, troubleshooting, and compliance, and aids team collaboration.

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8
Q

What is the purpose of ticketing systems in IT support?

A

Tracks and manages support requests to ensure resolution and accountability.

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9
Q

What is the purpose of safety data sheets (SDS)?

A

Provides information about handling, storage, and disposal of hazardous materials.

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10
Q

What should be included in disaster recovery plans?

A

Backup procedures, emergency contact information, recovery priorities, and testing protocols.

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11
Q

What is the primary goal of incident response?

A

To identify, contain, and resolve security incidents quickly and effectively.

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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.

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13
Q

How should sensitive data be disposed of?

A

Use data-wiping software, degaussers, or physical destruction methods like shredding or incineration.

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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.

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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.

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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.

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17
Q

What is the purpose of scheduled maintenance?

A

Prevents downtime and equipment failures by performing regular inspections and updates.

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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.

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19
Q

What are the three main components of the ITIL framework?

A

Service Strategy, Service Design, and Service Operation.

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20
Q

What is the purpose of a business continuity plan (BCP)?

A

Ensures essential business functions continue during and after a disaster.

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21
Q

What are best practices for password management?

A

Use strong, unique passwords; enable multi-factor authentication; and update passwords regularly.

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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.

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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.

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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.

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25
Q

What is the difference between proactive and reactive maintenance?

A

Proactive maintenance prevents problems before they occur; reactive maintenance addresses issues after they arise.

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26
Q

What is the purpose of a service level agreement (SLA)?

A

Defines the expected service levels, response times, and responsibilities between a service provider and customer.

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27
Q

What is the importance of a disaster recovery plan?

A

Outlines procedures for recovering IT systems and data after an unexpected event, ensuring business continuity.

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28
Q

What is the difference between incident response and problem management?

A

Incident response addresses immediate issues, while problem management focuses on identifying and resolving the root causes of incidents.

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29
Q

Why is it important to follow a structured troubleshooting methodology?

A

A structured approach ensures systematic problem resolution, reduces errors, and improves efficiency.

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30
Q

What is the purpose of patch management?

A

Ensures that software and systems are updated with security patches to fix vulnerabilities and improve functionality.

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31
Q

What is the role of a change management process?

A

To ensure that changes to IT systems are made systematically and with minimal risk to the environment.

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32
Q

What is the difference between preventative maintenance and corrective maintenance?

A

Preventative maintenance involves proactive measures to prevent issues, while corrective maintenance addresses issues after they occur.

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33
Q

What is the purpose of an inventory management system in IT?

A

Helps track hardware, software, and other IT assets to ensure they are properly managed and maintained.

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34
Q

What is the role of user education in IT operations?

A

Educates users on security practices, troubleshooting techniques, and proper use of IT systems to reduce errors and improve efficiency.

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35
Q

What is the importance of regular backups in IT operations?

A

Ensures that critical data can be recovered in case of system failure, data loss, or cyberattacks.

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36
Q

What is the purpose of system monitoring?

A

Continuously checks the health and performance of IT systems to detect issues early and take corrective action.

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37
Q

What is the difference between operational documentation and technical documentation?

A

Operational documentation provides information on how systems should be run, while technical documentation details the design and setup of systems.

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38
Q

What is the importance of testing after implementing a change?

A

Ensures that the change works as intended and does not introduce new issues or disrupt existing systems.

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39
Q

Why is it important to follow an established escalation procedure?

A

Ensures that issues are addressed by the appropriate level of support and that they are resolved quickly and efficiently.

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40
Q

What is the purpose of a root cause analysis (RCA)?

A

To identify the underlying causes of problems and prevent recurrence by implementing corrective actions.

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41
Q

What is the difference between a hot site and a cold site in disaster recovery?

A

A hot site is fully equipped and ready to use, while a cold site has no equipment and requires setup before use.

42
Q

What is the role of incident documentation in IT support?

A

Tracks details of issues and resolutions, providing a record for future reference and analysis.

43
Q

What is the purpose of IT asset disposal procedures?

A

Ensures that sensitive data is properly erased from devices and that hardware is disposed of or recycled responsibly.

44
Q

What is the difference between physical security and logical security?

A

Physical security protects hardware and infrastructure, while logical security protects data and systems from unauthorized access.

45
Q

What is the role of an IT support ticketing system?

A

Tracks and manages support requests, helping to prioritize and resolve issues efficiently.

46
Q

Why is documentation important for troubleshooting?

A

Provides a reference for known issues, solutions, and procedures, making it easier to resolve similar problems in the future.

47
Q

What is a root cause analysis (RCA) report?

A

A document that identifies the primary cause of an issue and outlines corrective actions to prevent recurrence.

48
Q

What is a post-mortem analysis?

A

A review process that examines the events leading up to an incident or failure and identifies areas for improvement.

49
Q

Why should IT staff be trained in customer service skills?

A

To improve communication, resolve issues efficiently, and ensure a positive experience for users.

50
Q

What is the role of IT change management software?

A

Automates and manages the process of requesting, approving, and implementing changes to IT systems.

51
Q

What is an emergency change request?

A

A request to make a change to an IT system in response to an urgent issue that requires immediate attention.

52
Q

What is the role of an IT support technician in a change management process?

A

To assess, implement, and ensure that changes are made in compliance with established procedures and without introducing new problems.

53
Q

What is the importance of regular system audits?

A

Audits ensure that systems comply with security policies, help detect unauthorized activity, and provide a record for accountability.

54
Q

Why is version control important in IT operations?

A

Helps manage changes to software or configurations, ensuring that previous versions can be restored if needed.

55
Q

What is the purpose of network segmentation?

A

Divides a network into smaller, isolated segments to improve security, manage traffic, and limit the spread of potential attacks.

56
Q

What is the difference between a full backup and an incremental backup?

A

A full backup copies all data, while an incremental backup only copies data that has changed since the last backup.

57
Q

What is the role of an IT administrator in operational procedures?

A

To ensure that IT systems run smoothly, including overseeing backups, updates, security, and other day-to-day tasks.

58
Q

What is the importance of documenting IT processes and procedures?

A

Documentation ensures consistency, reduces errors, and provides a reference for troubleshooting and training.

59
Q

What is a standard operating procedure (SOP)?

A

A set of instructions that outline the steps to be followed in a specific process to ensure consistency and efficiency.

60
Q

What is the purpose of asset tagging?

A

To assign unique identifiers to IT assets for tracking, management, and inventory purposes.

61
Q

Why is it important to follow industry best practices for IT operations?

A

Best practices ensure that systems are configured securely, maintained properly, and operated efficiently.

62
Q

What is the role of automation in IT operations?

A

Automation streamlines repetitive tasks, reduces human error, and increases efficiency in managing systems.

63
Q

What is the purpose of an IT risk assessment?

A

To identify potential risks to IT systems and data, assess their impact, and implement strategies to mitigate those risks.

64
Q

What is the role of an IT service management (ITSM) framework?

A

ITSM frameworks provide guidelines for managing IT services, incidents, changes, and assets to ensure consistent and effective service delivery.

65
Q

What is the purpose of monitoring system logs?

A

To detect unusual activity, errors, or potential security incidents that require attention.

66
Q

What is the difference between an IT audit and a vulnerability assessment?

A

An IT audit reviews compliance and system performance, while a vulnerability assessment identifies and evaluates security weaknesses.

67
Q

Why is it important to log and track incidents and changes?

A

To maintain a record of events for troubleshooting, auditing, and continuous improvement of IT operations.

68
Q

What is a service desk incident report?

A

A document that records details of a support request, including symptoms, troubleshooting steps, and resolution.

69
Q

What is the purpose of a business impact analysis (BIA)?

A

To assess the potential impact of disruptions on business operations and prioritize recovery efforts.

70
Q

What is a root cause analysis (RCA) report?

A

A document that identifies the underlying causes of a problem and outlines steps to prevent recurrence.

71
Q

What is an IT service continuity plan?

A

A plan that outlines strategies for maintaining IT services during disruptions and ensuring rapid recovery.

72
Q

What is the role of a service-level manager in operational procedures?

A

To oversee and manage service-level agreements, ensuring that services meet agreed-upon standards and quality.

73
Q

What is the purpose of system hardening?

A

To secure a system by reducing its vulnerabilities, such as disabling unused services, applying patches, and configuring proper access controls.

74
Q

Why is a log file important in troubleshooting?

A

Log files contain detailed information about system events, errors, and performance issues, which helps identify the cause of problems.

75
Q

What is a configuration management database (CMDB)?

A

A centralized repository that stores information about IT assets, configurations, and relationships between systems.

76
Q

What is a remote wipe?

A

A security feature that allows administrators to remotely erase data from a mobile device or computer to protect sensitive information.

77
Q

What is the role of IT security in operational procedures?

A

To ensure that systems, networks, and data are protected from threats, and that security best practices are followed in day-to-day operations.

78
Q

What is the importance of having access controls in place?

A

Access controls prevent unauthorized users from accessing sensitive data or systems, ensuring that only authorized personnel can perform certain actions.

79
Q

What is a service desk’s primary role in IT operations?

A

To act as the first point of contact for users experiencing issues and to provide support for resolving incidents and service requests.

80
Q

What is the role of an IT asset lifecycle management process?

A

To ensure that IT assets are properly tracked, maintained, and retired when they are no longer needed.

81
Q

Why is it important to enforce strong password policies in an organization?

A

To reduce the risk of unauthorized access, ensuring that users create secure passwords to protect sensitive systems and data.

82
Q

What is the role of a backup schedule?

A

To define when and how often data backups should occur, ensuring that critical data is regularly backed up and available for recovery.

83
Q

What is the role of an IT support technician during a system outage?

A

To diagnose and resolve issues quickly, communicate with affected users, and ensure that systems are restored as soon as possible.

84
Q

What is a business continuity plan (BCP)?

A

A plan that outlines procedures for maintaining essential operations during and after a disaster or major disruption.

85
Q

What is the difference between a soft skill and a technical skill in IT operations?

A

Soft skills involve communication, problem-solving, and teamwork, while technical skills involve specific knowledge of IT systems and

86
Q

What is the purpose of an IT service desk?

A

To provide support for users, troubleshoot issues, and manage incidents and service requests.

87
Q

What is a critical incident in IT operations?

A

A high-priority issue that significantly impacts the organization’s operations and needs immediate attention.

88
Q

What is a change control board (CCB)?

A

A group responsible for reviewing and approving changes to the IT environment to minimize risk and disruption.

89
Q

What is an operational risk assessment?

A

The process of identifying and evaluating risks that could impact IT operations and implementing mitigation strategies.

90
Q

What is the difference between emergency and standard change requests?

A

Emergency changes are made to resolve critical issues, while standard changes follow a planned, less urgent process.

91
Q

What is the role of a service catalog in IT operations?

A

A service catalog lists all the IT services provided, detailing service descriptions, request procedures, and service levels.

92
Q

What is the purpose of version control in IT operations?

A

To track changes in software or configurations, ensuring that earlier versions can be restored if needed.

93
Q

Why is regular software testing important in operational procedures?

A

It ensures that updates, patches, or new features do not introduce new problems and that software functions correctly.

94
Q

What is the purpose of a change management log?

A

To document all changes made to IT systems, including approvals, implementations, and outcomes.

95
Q

What is the role of an IT operations manager?

A

To oversee day-to-day IT operations, ensure smooth service delivery, and manage resources to meet business needs.

96
Q

What is a preventive maintenance schedule?

A

A planned schedule for regular system checks and updates to prevent failures and ensure system longevity.

97
Q

What is the purpose of software licensing compliance?

A

To ensure that software is legally used according to licensing agreements and avoid potential legal and financial penalties.

98
Q

What is a post-implementation review (PIR)?

A

A review conducted after a project or change to assess its effectiveness and identify areas for improvement.

99
Q

What is the role of automation in operational procedures?

A

To reduce manual effort, streamline repetitive tasks, and ensure consistency in IT processes.

100
Q

What is the purpose of a root cause analysis in IT operations?

A

To identify the underlying cause of a recurring issue to prevent future occurrences and improve processes.