Chapter 9 Operational Procedures Flashcards
When a technician is called into a building to service a computer or a network of computers, one of the first tasks is to:
understand how the network is supposed to work
A topology diagram is essentially:
a map of a network that show how equipment is physically arranged in the building and logically connected as a network
A physical topology diagram uses:
representational icons to depict types of equipment such as laptops, PCs, servers, wireless access points, switches and routers
A physical topology diagram may also show:
how computers and printers are arranged and the physical cables that connect them together
A physical topology diagram also maps:
wireless access ports and wiring closets
A technician can use a physical topology diagram to:
find a device she has been called to service
see what other equipment, such as printers, security cameras, and switches, are in use and where to find them
A physical topology diagram may “zoom out” and give:
the general design of a building, including wiring closets on floors and the point-of-presence (PoP) for connectivity to the ISP
A logical topology diagram depicts:
a network’s design, including how computers are grouped together into local area networks (LANs)
A logical topology diagram may include a:
basic map of wiring closets and general areas of the building, but instead of computers, this diagram focuses on network IP addresses
A logical topology diagram is beneficial because:
troubleshooting Internet connectivity is a major part of the IT workday, and knowing which network devices should be on saves time in troubleshooting
A whitepaper focuses on:
a complex technical topic and tries to make it understandable to the average reader.
Companies often publish whitepapers on:
new technologies or products they are presenting to the public in order to influence decision makers
Knowledge bases may also consist of:
links to commonly accessed support forums where fellow IT professionals go to seek and give technical support
Documenting problems, or incidents helps in understanding:
how an incident came about and how a solution was found-as well as who may have had a role in the solution
Incident Documentation will be invaluable to:
technicians the next time an incident occurs
What is a necessary part of legal and safe electronics and technology work?
Compliance with local government regulations
Construction codes for electrical and ventilation design are:
subject to local rules
An acceptable use policy (AUP) is designed to:
keep a network safe from outside intruders
Each organization should define what it considers:
acceptable use of its computing resources within its network
For legal protection of the company, acceptable use rules need to be:
established and agreed to (usually with a signature) by users
Password policy is mostly managed by:
network administrators, who may require complex passwords that need to be changed regularly
It usually falls to the IT department to:
receive and document equipment with durable asset tags
Asset tags are usually:
customized, with each one including the name of the organization along with a barcode and serial number
Most often asset tags are made of:
a metalized polyester that should last as long as the computer asset is expected to be in use
An asset tag allows:
the company to track who is responsible for the equipment and how often it has needed repair
Using a barcode scanner on an asset tag is the most convenient way to:
keep track of the equipment while it is in use in the computer
The IT department is then responsible to:
document the equipment at the end of its usefulness as it goes out of inventory and is sold, donated, or destroyed
Change management is:
the process of preparing for changes in a network, including planning, staffing, organizing, and getting feedback from impacted stakeholders
Knowing how a company performs its many tasks can help create:
a map of how a change should be implemented
Many parts of an organization use the IT infrastructure in different ways, and it is necessary to:
have a document that records how it is used. This means creating a record of who uses the network, what parts they use, and how they impact other users
2 reasons that clarity in the purpose for a successful network change or mitigation is essential are:
knowing the purpose of the project will help limit the score of change and keep it from getting larger than necessary
users will be inconvenienced, so they will need to be brought into the process to identify issues and help make the change successful
Score refers to:
the extent of the impact of a change
Scope must be determined so:
that all users and managers do not suddenly lose the ability to work when a change is implemented
Scoping a change means:
creating a detailed plan itemizing things that will stay the same after the change (things needed to perform core functions), things that will go away (old equipment, outdated applications, and so on), and things that have a mixed outcome (meaning there will be some benefit, like efficiency, but some drawback, like layoffs of loyal employees)
Examples of risks that IT managers plan for when making a change include:
delays
lower-than expected quality
use of of more resources
A change manager may group the several aspects of a change into:
high-, medium-, and low-risk categories and manage the team resources according to the potential impact on the organization
Even small changes to a network need to:
have a well-planned implementation
Change management puts:
planning at the forefront and engages IT people and uses from across the organization
It is important that all users of a network be:
aware of changes that will come and understand, based on detailed analysis, how those changes will impact functions
The end user of the network will be:
the final arbiters of success or failure in the change migration
Managers might need to schedule:
training time, and there may be a learning curve that users will have to accept and endure
The change board is also known as:
a change advisory board (CAB)
The change board is a:
group gathered from areas of the organization that will be impacted by the planned changes
The task of the change board is to:
analyze request for change (RFC) and study the benefits and risks of implementing changes
The change managers works under:
the authority of the change board and gives approval for the work to be done
Members of the change board are usually:
leadership-level employees who understand the impact that requested changes will have on the work in their respective areas
The backout plan is a:
document that lets the change administrators restore the network to the service level that was present before the change
Having a backout plan is important to have if the change plan has unintended consequences because it tells:
all the planned steps and logs the configuration codes necessary to get back to normal
When changes occur, it is important to:
record what was changed and how it was accomplished
There are several ways to back up images, including:
backup to the cloud
using a backup service
creating a network-attached storage (NAS) system for a network
There are three levels of data backup, they are:
System image
File-level back
Critical application backup
Describe system image:
Making a copy of an entire disk, including the Windows image
Describe File-level backup:
Backing up or archiving files such as documents, reports, and pictures
Describe Critical application backup:
Applications needed to restore business after a disaster
A system image backup includes:
everything on the drive-including the OS (which is the system image)
The system image backup can be used to:
restore a failed computer if there is a failure
File-level backups can be:
documents, media files like video or music, or pictures
Critical applications varies depending on the organization, but generally they are:
the first files that will be restored after a disaster to get things running again
Testing backups is important because:
the worst time to find out your scheduled backups were not working properly is when they are needed to recover data.
Testing backups ensures that:
the needed data is available when a backup is necessary, and it allows IT staff to practice restoration so the skill is in place when it is most needed
The main electrical hazards to computers are:
surges
brownouts
blackouts
To combat the main electrical hazards to computers, every:
good wiring closet and server room has a combination of surge suppressors and uninterruptable power supplies (UPS)
An uninterruptable power supply (UPS) keeps:
the power to the units in a server room, wiring closer, or other environment clean and allows for time to run and shut down properly in case of power failure
A true uninterruptable power supply (UPS) is one in which:
connected devices are always powered by the battery, which uses an inverter to continually convert AC power into DC power
A standby power supply (SPS) or line-interactive unit is:
a unit that passes AC power through the unit’s integrated surge suppressor until the AC power fails. At that point, the battery takes over
Surge protectors protect:
devices from extreme changes in power flow
Surge protectors are essentially:
power strips that are plugged into a grounded wall outlet;
Surge protectors are rated in:
joules, which is how the protection level is described. The more joules, the stronger the protection
What devices are normally plugged into Surge protectors?
devices such as PCs or phones
The easiest way to back up data on workstations is to:
use an external drive (hard drive or USB flash drive) with a redundant backup on the cloud
Scheduled backups should be:
run at times when the system is idle, such as overnight and on weekends
On macOS go to System Preferences to enable and configure Time Machine and follow these steps:
- Connect a suitable external disk to a macOS system
- Click Backup Disk
- In the new window that appears, check the Encrypt Backups box to protect the backup
- Enter a password, confirm it, and enter a password hint. Click Encrypt Disk
- Make sure Time Machine is turned on. After the selected disk is encrypted, the backup starts
Linux includes several utilities that can be used for backups. These include:
command line tar and rsync utilities
Backing up files or images to the cloud can be
managed by a cloud backup service that syncs the drives on a schedule you choose.
Common names in the increasingly crowded cloud provider arena are:
Amazon Drive
Dropbox
Google Drive
OneDrive
Describe Cloud; Describe Local Storage; Who has the advantage?
Media
Web; Tape, CD, USB, hard drives; None
Describe Cloud; Describe Local Storage; Who has the advantage?
Cost
As-needed subscription; Hardware, utilities, external location costs, and administrative overhead; Cloud
Describe Cloud; Describe Local Storage; Who has the advantage?
Accessibility
On-demand access to files; Must be physically stored and secured in separate location; Cloud
Describe Cloud; Describe Local Storage; Who has the advantage?
Safety
Secure but requires Web access; Secure when properly handled; None
Describe Cloud; Describe Local Storage; Who has the advantage?
Flexibility
Backup any computer or file, restores files on demand; Can only back up local computers, need physical access to restore files; Cloud
There are three main types of data backup. They are:
Full
Incremental
Differential
Describe Full backup:
A full backup backs up the entire contents of the computer or select drive to another local or network location. This is the longest backup and uses the most storage
Describe Incremental backup:
These backups copy only data that has changed since the last backup.
Describe Differential backup:
These backups record changed data since the last full backup
Most personal accounts from vendors can be recovered in one of several ways. The ways are:
Submitting an account email address on the login page and having a password recovery link sent via email
Having a tech support agent reset an account with a temporary password that must be reset upon login
Answering secret questions with answers provided during account setup
Computer safety involves:
keeping computers safe from failure and keeping technicians safe while working in a dangerous environment.
The concepts in the Computer safety section are:
Preventing electrostatic discharge
Working with electricity safely
Handling toxic waste
Protecting personal and physical safety
Construction codes require:
that every building with electrical service must be grounded
Grounding an electrical system means:
making a direct connection from the building’s electrical service to the earth so that dangerous voltage from line surges and lightning strikes will find its way into the earth instead of injuring people, damaging equipment, or causing a fire
Every grounded outlet in a building has:
a direct connection to a metal grounding electrode that goes several feet into the earth
Grounded outlets have:
three prongs in almost all world areas
When should you use a grounded to ungrounded adapter?
When a grounded outlet is not available
A grounded to ungrounded adapter can be used for:
temporary setups if the loop on the adapter can be connected to a working ground
In the US, what electrical outlet has been required by code since 1962?
grounded 120V AC electrical outlets
Electrostatic discharge (ESD) is:
the silent enemy of computer equipment
Electrostatic discharge (ESD) may be:
too low for humans to detect but still strong enough to damage electronic components
Equipment can be damaged by:
Electrostatic discharge (ESD) of 700V or higher
A humidity decrease:
the voltage released during Electrostatic discharge (ESD) climbs
Without Electrostatic discharge (ESD) protection:
static electricity will seek to discharge to anything else that has a different electric potential-especially metallic items like circuit boards
Casually picking up an expensive video card can:
possibly damage it and cause a complete failure or could cause intermittent issues that would be difficult to troubleshoot
There are four keys to protection from Electrostatic discharge (ESD):
Antistatic bags
ESD straps
ESD mats
Self-grounding
When removing, a component from a computer, immediately:
place it in an antistatic bag and put it off to the side
Removed parts should never be:
lying around outside an antistatic bag
Normal bubble wrap bags do not:
constitute antistatic protection, so make sure to use proper antistatic bags
After an item is placed in an antistatic bag:
place it in a protective box to avoid physical impact damge
An Electrostatic discharge (ESD) strap is designed to:
equalize the electric potential of the user and the device the strap is clipped to, such as the interior of a computer
By equalizing the electric potential, Electrostatic discharge (ESD) is prevented because the:
ESD is the movement of electricity between two objects with different electric potential
An Electrostatic discharge (ESD) strap has two pieces:
An elastic or hook-and-loop strap with a built-in metal snap backed by a metal plate
A coiled flexible cable with a matching snap at one end and an alligator clip at the other end. The snap contains a 1 megohm resistor, which can help prevent injury in case of electrical discharge
To properly use an ESD strap, follow these steps:
- Place the elastic or hook-and-loop strap around one wrist with the flat metal plate against the skin
- Adjust the strap until the metal plate stays in place as you move your wrist
- Snap the cable to the strap around your write
- Open the alligator cable and clamp it to unpainted metal on the object you are servicing
The strap around your wrist with the metal place, snap, and cable equalizes:
electrical potential between you and the object you are servicing to prevent ESD
An Electrostatic discharge (ESD) mat can be connected to a device being repaired using one of the following methods:
A cable with an alligator clip
A cable with a loop designed to be held in place by a case screw but with the cable snapped to the mat rather than to your wrist
Self-grounding involves:
touching a nearby metal component before touching a device being serviced. Before opening a computer, you can self-ground by touching an unpainted portion of a chair before picking a component up or opening the device
Before opening a computer, you can self-ground by:
touching an unpainted portion of the case with both hands before installing or uninstalling a component
You should self-ground:
every time before touching a component if no other antistatic options are available
When working with electronics, consider these precautions:
When handling components or cards, hold them by the edge or bracket
When handling components, stay stationary
Remove jewelry and wear protective clothing
If possible, work in a non-carpeted area
Avoid using AC-powered tools near a computer
There are five types of computer-related toxic waste that the exam addresses for safe handling:
Batteries
Toner
CRT displays
Cell phones
Tablets
What are the types of batteries for cell phones, computers, and other electronics
Nickel-cadmium (Ni-Cad)
Nickel-metal hydride (NiMH)
Lithium-ion (Li-Ion)
lead-acid cells
There are several ways to recycle batteries safely to avoid environmental threats:
For small numbers of rechargeable batteries or devices that contain rechargeable batteries, use a recycling drop-off station
For large numbers of rechargeable batteries or UPS devices with batteries, contact an electronics recycler in your area
Some batteries can be returned directly to the manufacturer for recycling
During storage and transport, make sure battery contacts are prevented from touching each other
How can users earn money or credits toward additional purchases?
By recycling toner bottles and cartridges products at local office-supply stores or toner recycling shops
After removing the old toner cartridge, use:
a specially designed toner vacuum to remove loose toner from inside the printer before inserting the new cartridge
Cathode ray tube (CRT) displays contain:
heavy metals, including solder on older models
Cathode ray tube (CRT) can retain:
potentially dangerous electric charges long after it has been shut down
Before repairing a PC, always be sure to do what?
disconnect power
Remove jewelry of all kinds before:
working on a computer
The proper type of fire extinguisher for an electrical fire is:
a Class C extinguisher
Server rooms and data centers often are protected by:
a larger special hazard protection system that uses the FM-200 clean agent system
the FM-200 clean agent system won’t:
cause damage to servers and other expensive equipment and is safe for humans
If you see an electrical fire:
use the proper extinguisher to attempt to put it out
If the fire involves a live electrical wire, it:
should be shut off at the source
If you find an apparently unconscious person underneath a live wire, do not:
touch the person
Routing power cables and data cables inside a PC is important for:
providing good airflow for cooling
Any external USB cables should be:
routed in such a way that they won’t interfere with the normal activity of employees
For good cable management, any network cables should be:
stationary and routed away from walking areas
When running network cables for new computers, check:
local regulations first and see whether a licensed installer is required for compliance with local government regulations
Wear safety goggles when:
performing computer repairs, cleaning, or upgrades to avoid eye injuries from dust, dirt, flyaway screws or bolts, solder, or other activities
The U.S. standard for protective work eyewear is:
ANSI Z87.1-2010
The U.S. National Institute for Occupational Safety and Health (NIOSH) standards for particulate filtering respirators includes the following filter series:
N: Not resistant to oil
R: Resistant to oil
P: Oil proof
A safety data sheet (SDS) is also known as:
material safety data sheet (MSDS)
A safety data sheet (SDS) is a:
document that gives information about particular substances, such as the toner in a laser printer’s toner cartridge
Any product that uses chemicals is required to:
have a safety data sheet (SDS)
A safety data sheet (SDS) includes the following information:
Proper treatment if a person comes into contact with or ingests the substance
How to deal with spills
How to handle and dispose of the substance properly
How and where to store the substance
Generally, substances that contain chemicals should be stored in:
a cool (68-76 degrees), dry place (20-60% humidity), away from sunlight. This is often a storage closet.
As far as disposal goes, any substance with an (SDS) should usually be:
recycled according to the procedures documented in the (SDS)
For air treatment, organizations should use:
filtration devices, electronic cleaners, and possibly chemical treatments activated with charcoal or other sorbents
Blackouts are a:
total loss of power for an extended period of time
Brownouts are:
sustained voltage drops of as much as half of rated output. Can last for minutes to hours
Blackouts and Brownouts stop:
computers and peripherals from working
Battery backup units are rated in two ways:
volt-amps (VA)
watts (W)
The usual calculation for comparing W to VA is to assume:
VA x .60= W
Description; Protective Measure
Power surge
Overvoltage event lasting less than 50ms. Up to 6000V and 3000A; Surge suppressor
Description; Protective Measure
Sag
Momentary voltage drop form 10% to 90% of normal voltage for a few seconds to one minute; UPS
Description; Protective Measure
Blackout
total loss of power for an extended period of time; UPS or generator
Description; Protective Measure
Brownout
sustained voltage drops of as much as half of rated output. Can last for minutes to hours; UPS
Managing user content, activity, and privacy is challenging because:
users and managers do not all understand these concepts in the same way
It is important for an organization to go through the process of creating a:
well-defined policy spelling out what is and is not acceptable use and practice and providing information about consequences for not complying with the organization’s standards while using its equipment
The incident response process, prohibited content and activity can be defined as the following:
Any content stored on a company-owned or company-manager computer, mobile device, or network that is contrary to organizational policy
Any activity performed or received by a company-owned or company-manager computer, mobile device, or network that is contrary to organizational policy
Incident response is:
the set of procedures that any investigator follows when examining a technology incident
The initial response and documentation are important because:
that information and evidence gathered there will guide the rest of the process
When an incident is reported, the responder’s first task is to:
identify exactly what happened
Once the problem had been identified, it is essential that it be:
reported through proper channels, and then steps must be taken to ensure data/device preservation
Data/device preservation often means:
making a backup of the computer’s image using special software
A chain of custody should be:
initiated at the start of any investigation and should include tracking of evidence/documenting process, who had custody of the evidence all the way up to litigation (if necessary), and verification that the evidence has not been modified or tampered with
It is essential to document:
everything that is found and anything that happens after the initial report
It’s important to realize that carelessness with licensing could:
put your company in financial and legal jeopardy
Some issues to watch out for with software licensing include:
The limitations created by digital rights management (DRM)
End-user license agreements (EULAs)
Open source vs commercial licenses
Personal license vs enterprise licenses
Digital rights management (DRM) is:
the general term for software or service mechanisms that limit the end user’s rights to copy, transfer, or use software or digital media
An end-user license agreement (EULA) restricts how:
an app can be used and what transfer rights are available
Commercial licenses limits:
how licenses can use the programs
Personal licenses are:
software licenses provided for computers purchased at retail or online stores and downloaded or packaged apps designed for use by individuals
Enterprise licenses can differ from personal software licenses in several ways. Those ways are:
Software covered by enterprise licenses include management and security features designed for the enterprise
Software covered by enterprise licenses have much different rules for software upgrades than personal-licensed software
Software covered by enterprise licenses may be licensed per seat, per device, per processor, or in other ways
Some personal software licenses, such as Microsoft Office Home and Student, are specifically restricted from being used in business
There are four types of data that is regulated and must be protected by network administrators. They are:
Personally identifiable information (PII), such as person’s name, address
Payment Card Industry (PCI) standards that are in place to protect credit cardholder’s data
General Data Protection Regulation (GDPR), enacted in Europe to protect several types of data, including health, biometrics
Protected health information (PHI), which covers health status as well as payment methods, account numbers, and beneficiaries
A computer technician’s role in protecting data includes:
Configuring systems to use secure cloud storage rather than locally stored sensitive information on laptops and mobile devices
Configuring and using strong encryption on wireless networks and point-of-sale (POS) systems
Using full-disk encryption such as BitLocker, BitLocker To Go or similar products on laptops and mobile devices that store or access sensitive data
Configuring hardware and software firewalls to protect sensitive data
Educating users on methods to remove PII from documents, photos, and other files that might be shared or posted online
Effective written and oral communication are:
needed to identify and document issues and to train users in how to function in their technical environment
Using proper language is one way to:
instill confidence in the people who you are trying to help
A bad service tech projects:
arrogance by rejecting or brushing aside questions and comments
A good service tech maintains:
the attitude that the problem will be solved
Active listening is a:
conversational skill that includes making eye contact, taking notes, and encouraging open-ended answers without interrupting
Cultural sensitivity helps prevent:
barriers to good communication
Punctuality is probably the most:
important ingredient in customer relationships
Solving technology problems is difficult, and customers can make it harder. These tips should help mitigate a difficult situation:
No matter how tough the problem (or the customer), avoid arguing with customers and don’t be defensive
Do not minimize customer’s problems
No matter how incorrect their actions or how poor their judgment, avoid being judgmental of your customers
Clarify customer statements
Don’t disclose experiences on social media
There are many ways expectation and communication can be strengthened, including the following:
Coming in the door with a smile and getting right to work on determining the problem sets the tone for the customer’s experience
Create a timeline of the steps and when you expect to meet them, communicate the status with the customer often
If applicable, offer different repair/replacement options and allow the customer to select the one that works best in the situation
Provide and organize proper documentation of any services and products that are offered
Follow up with the customer at a later date to verify continued satisfaction
What can protect a technician from any suspicion later on?
Asking a customer to move confidential materials such as bank statements, accounting information, legal documents, and other top-secret company information to another area
Script files are:
text files that contain instructions, or commands that a computer will follow to perform a task
Scripts can be opened, read, or edited with:
basic text editors such as Notepad or in special programming environments that assist with commands and testing of scripts
Language; Basic Information
.bat
Windows batch file; Batch files are script files that are strictly Windows based. They are text files that contain commands or instructions for the command line interpreter to execute
Language; Basic Information
.psl
PowerShell; is a tool to help technicians and network administrators automate support functions through the use of scripts and snippets
Language; Basic Information
.vbs
VBScript; a scripting language developed by Microsoft, considered a subset of the Visual Basic programming language. It was designed specifically for use with Microsoft’s IE. It gives web pages a level of interactivity
Language; Basic Information
.sh
Linux shell script; A text file that contains a sequence of commands for a Linux or UNIX-based system. Shell scripts may not run correctly on a Windows system.
Language; Basic Information
.py
Python; a good choice for those beginning to learn programming. It is relatively easy to learn, and Python scripts can run on most OSs
Language; Basic Information
.js
JavaScript; a programming language that has many uses today. It is valuable for creating scripts because it can be run on any OS. It is usually written into web pages to create client interactions, JavaScript is read by the browser
Scripts are written in:
coding languages humans recognize, and then the code is interpreted into a machine language that the computer uses to execute the commands
When writing scripts, coders use:
different data types to inform the computer about how to process different kinds of data
The basic data types are:
Integers
Floating point number
Character
String
Description; Examples
Integer
Whole numbers; 1
Description; Examples
Floating point number
Non-whole numbers; 1.5
Description; Examples
Character
Letter or other special character; A, .,&,%
Description; Examples
String
String or group of characters; “Hello World”, “numbers to 250”
An environmental variable allows:
a single script to run yet still have sources in various places
Remote access allows:
a user to see and control what is going on in another computer or device in a different location
Examples of using remote access include:
A support technician accessing a client’s computer to troubleshoot or update a PC
A network administrator adjusting settings on a server in another part of the network
A network administrator needing to access a router, switch, firewall, or other network device to manage traffic
Remote Desktop Protocol (RDP) was:
developed by Microsoft to allow a user to securely connect to a remote computer in order to perform services or support another user
Remote Desktop Protocol (RDP) allows:
for encrypted access with screen capture, mouse, and keyboard functions
Common tasks with the remote connections are:
support and management of remote computers
Telnet enables:
a user to make a text-based connection to a remote computer or networking device and use it as if he or she were a user sitting right in front of it
Secure Shell (SSH) allows:
data to be exchanged between computers on a secured channel
Many large companies use File Transfer Protocol (FTP) to:
manage large documents and files that need to be shared to a distributed workforce
