Chapter 11: Understanding Operational Procedures

Question 1

What are the six key elements of the Golden Key, from a business perspective ? pg. 543

Answer 1

punctuality, accountability, flexibility, confidentiality, respect, and privacy

Question 2

T/F When estimating downtime, always note the exact time it will take. pg. 543

Answer 2

False; always allow for more time than you think you will need just in case other problems occur

Question 3

T/F Punctuality can go a long way toward keeping dialogue pleasant between two parties. pg. 543

Answer 3

True!

Question 4

T/F Accountability means you do what you say you’re going to do, but you don’t place expectations. pg. 544

Answer 4

False; you ensure that expectations are set and met

Question 5

What’s an amazing way to quickly build credibility and rapport with a customer? pg. 544

Answer 5

Follow up post the job/task at a later date to ensure satisfaction….continues

Question 6

Under no circumstance should you ever give a customer what? pg. 544

Answer 6

the cold shoulder or not respond to additional problems because they were not on the original incident report

Question 7

You should always follow the ___ ___ of the company for which you work as they relate to flexibility, empowerment, and other issues. pg. 544

Answer 7

express guidelines

Question 8

What’s the best advice on what to do if the customer is yelling at you? pg. 544

Answer 8

remain calm, don’t argue back, or take their comments personally

Question 9

What are the four key principles involved with flexibility? pg. 544-545

Answer 9

Avoid arguing - they may need to vent; Don’t minimize the problem - treat it as serious as they do; Avoid being judgmental - don’t blame or criticize; Focus on your communication skills - ask nonconfrontational, open-ended questions

Question 10

T/F The goal of confidentiality is to prevent or minimize unauthorized access to files or folders and disclosure of data information. pg. 545

Answer 10

True

Question 11

What are some high-value assets? pg. 545

Answer 11

Social Security records, payroll and employee records, and corporate information

Question 12

Confidentiality may be implemented within the system through __ and ___. pg. 545

Answer 12

authentication and access controls

Question 13

According to the A+ book, respecting the customer is not __ __ . pg. 546

Answer 13

rocket science

Question 14

___ is the application of morality to situations. pg. 547

Answer 14

Ethics

Question 15

As a computing professional, you must stay current with applicable laws because you’re often one of the primary agents expected to ensure ____. pg. 547

Answer 15

compliance

Question 16

T/F Laws provide a minimal level of privacy. pg. 547

Answer 16

True

Question 17

The lynchpin to dealing with ____ ____ or activity is to have a comprehensive policy in place that covers appropriate behavior. pg. 547

Answer 17

prohibited content

Question 18

Creating a ___ is the most important part of dealing with prohibited content or actions. pg. 549

Answer 18

Policy

Question 19

The policy should explicitly outline the ____ for performing specific actions or possessing specific content. pg. 549

Answer 19

punishment

Question 20

Handling specific situations, what are some general guidelines? pg. 550

Answer 20

Follow your policy exactly, get a verifier if you’re the first responder, preserve the data or device, follow the right chain of custody

Question 21

Every field has its own language, and outsiders feel lost when they start hearing it, so what should you avoid use of? pg. 550

Answer 21

jargon, abbreviations, and acronyms

Question 22

This chapter covered two areas of operational procedures that you should integrate into your work which are ___ and ___. pg. 551

Answer 22

safety procedures and professionalism & communication