Chapter 9 Operational Procedures Key Terms

Question 1

whitepaper

Answer 1

A resource that differs from other types of writing in that it focuses on a complex technical topic and tries to make it understandable to the average reader

Question 2

acceptable use policy (AUP)

Answer 2

A company’s policy for employees pertaining to
user safety, security procedures, and computer best practices within a company. The policy is designed to keep the network safe

Question 3

change management

Answer 3

The process of preparing for changes in a network, including planning, staffing, organizing, and getting feedback from impacted stakeholders.

Question 4

system image backup

Answer 4

A backup that includes everything on the drive, including the operating system (which is the system image). This backup can be used to restore a failed computer

Question 5

uninterruptable power supply (UPS)

Answer 5

A power supply in which connected devices are always powered by the battery, which uses an inverter to continually convert AC power into DC power. Protects the equipment from the sometimes variable nature of AC power.

Question 6

surge protector

Answer 6

A device similar to a power strip that is installed between a grounded wall outlet and a PC or phone. If there is a surge or spike in power, the protector breaks the circuit, and the device loses power.

Question 7

grounding

Answer 7

The process of making a direct connection from a 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.

Question 8

electrostatic discharge (ESD)

Answer 8

Static electricity that discharges to something that has a different electric potential, especially metallic items like circuit boards. Casually picking up an expensive video card can possibly damage it. This damage could
cause a complete failure or could cause intermittent issues that might be difficult to troubleshoot.

Question 9

self-grounding

Answer 9

Touching a nearby metal component before touching the actual device being serviced to prevent electrostatic discharge (ESD) damage.

Question 10

toxic waste handling

Answer 10

Special handling of dangerous materials (such as used computer and printer components) to keep the waste from damaging the environment

Question 11

cathode ray tube (CRT) display

Answer 11

An older computer display that contains heavy
metals, including lead solder on older models, and that can retain potentially dangerous electric charges long after it has been shut down

Question 12

material safety data sheet (MSDS)

Answer 12

a document that provides information about a particular substance or device, such as the toner in a laser printer’s toner cartridge.

Question 13

blackout

Answer 13

A total loss of power that stops computers and peripherals from working

Question 14

brownout

Answer 14

A sustained voltage drop of as much as half of rated output that can stop computers and peripherals from working.

Question 15

data/device preservation

Answer 15

As part of an investigation into inappropriate use, the

process of securing the device or data in question and protecting it from tampering

Question 16

documentation process

Answer 16

As part of an investigation into inappropriate use, the

process of keeping necessary records of the chain of custody of evidence

Question 17

chain of custody

Answer 17

Chronological documentation or paper trail of evidence

Question 18

software licensing

Answer 18

The purchase of the right to use software from a developer or company. There are several types of software licenses, including enterprise, subscriptions, site, and single user.

Question 19

digital rights management (DRM)

Answer 19

The general term for software or service

mechanisms that limit the end user’s rights to copy, transfer, or use software or digital media.

Question 20

end-user license agreement (EULA)

Answer 20

An agreement that restricts how an app can be used and what the transfer rights are.

Question 21

open source

Answer 21

Software that can be freely accessed, used, changed, and shared (in modified or unmodified form) by anyone.

Question 22

commercial license

Answer 22

A license that does not allow for the use of source code (the actual instructions used to make the software) and that limits how licensees can use 
object code (the program).

Question 23

personal license

Answer 23

A software license provided for a computer purchased at a retail or online store and for downloaded or packaged apps designed for use by individuals

Question 24

enterprise license

Answer 24

A license covering use of software by workers in a company or another organization.

Question 25

Personally identifiable information (PII)

Answer 25

information such as a person’s name and

Social Security number

Question 26

Peripheral Component Interconnect (PCI)

Answer 26

a 32-bit I/O bus that provides a shared 33MHz or 66MHz data path between the CPU and peripheral controllers.

Question 27

General Data Protection Regulation (GDPR)

Answer 27

a European data protection standard.

Question 28

Protected health information (PHI)

Answer 28

a type of data that is subject to protection

under HIPAA

Question 29

active listening

Answer 29

A conversational skill that includes making eye contact, taking notes, and encouraging open-ended answers without interrupting

Question 30

integer

Answer 30

A whole number that does not contain decimal places

Question 31

string

Answer 31

Text within code, usually encapsulated by quotation marks so as not to be
read as code

Question 32

environmental variable

Answer 32

A script variable that allows a single script to run yet still have sources in various places. For example, if an update of three files is needed, but
the files are in different places, the script can insert the locations of the files where a variable was identified in the script

Question 33

variable

Answer 33

A part of a script that can change the instructions while the script is run

Question 34

loop

Answer 34

In scripting, the process of having a computer repeat an instruction until a
proscribed condition is true.

Question 35

Remote Desktop Protocol (RDP)

Answer 35

a protocol used by Remote Desktop Services

(RDS), which is the Windows Server–based companion of Remote Desktop Connection. RDP uses port 3389

Question 36

Telnet

Answer 36

A protocol that enables a user to make a text-based connection to a remote
computer or networking device and use it as if he were a regular user sitting in front of it rather than simply downloading pages and files as he would with an http:// or
ftp:// connection. Telnet uses port 23.

Question 37

Secure Shell (SSH)

Answer 37

A protocol that allows data to be exchanged between computers on a secured channel. A more secure replacement for FTP and Telnet.