Lesson 11: Implementing Operational Procedures Flashcards
SOP
Standard operating procedure
A step-by-step list of the actions that must be completed for any given task to comply with policy
SOP (standard operating procedure)
Database software designed to implement a structured support process by identifying each case with a unique job ticket ID and with descriptive fields to record how the issue was resolved.
manages requests, incidents, and problems
ticketing system
What is the process of involving an expert or senior staff to assist in problem management.
Escalation
An analysis of events that can provide insight into how to improve response and support processes in the future
incident report
Practice of assigning an ID to assets to associate them with entries in an inventory database
asset tag
RFID
radio frequency id
Documentation showing how network nodes are connected by cabling or how they are logically identified and connected, such as in IP networks
Network topology diagram
KB
Knowledge Base
Searchable database of product FAQs (Frequently Asked Questions), advice, and known troubleshooting issues.
knowledge base (KB
Process for qualifying or quantifying the likelihood and impact of a factor
risk analysis
UAT
user-acceptance testing
AUP
acceptable use policy
Policy that governs employees’ use of company equipment and Internet services
acceptable use policy (AUP)
Displaying terms of use or other restrictions before use of a computer or app is allowed
splash screen
What is the purpose of a KB?
A knowledge base (KB) is a reference to assist with installing, configuring, and troubleshooting hardware and software. KBs might be created by vendors to support their products. A company might also create an internal KB, populated with guidelines, procedures, information from service tickets, and answers to frequently asked questions (FAQs)
What role do barcodes play in managing inventory?
An inventory is a list of assets in database records You must be able to correlate each physical device with an asset record by labeling it. A barcode label is a good way of doing this.
You are writing a proposal to improve a company’s current support procedures with a ticketing system. You have identified the following requirements for information that each ticket should capture. Following the CompTIA A+ objectives, what additional field or data point should be captured?
User information
Device information
Problem description/Progress notes/Problem resolution
Categories
Escalation levels
Recording the severity of the ticket. This field is important for prioritizing issues.
What are the two main types of network topology diagrams? (2)
- The physical topology shows how nodes are connected by cabling.
- The logical topology shows IP addresses and subnets/VLANs.
The contract ended recently for several workers who were hired for a specific project. The IT department has not yet removed those employees’ login accounts. It appears that one of the accounts has been used to access the network, and a rootkit was installed on a server. You immediately contact the agency the employee was hired through and learn that the employee is out of the country, so it is unlikely that this person caused the problem. What actions do you need to take?
- You need to create an incident report
- remove or disable the login accounts
- isolate the infected server; and possibly any user computers that communicate with the server,
- remove the rootkit from the server.
In terms of wider security policies, investigate why the temporary accounts were not disabled on completion of the project.
You are trying to troubleshoot a problem over the phone and need to get advice from your manager. How should you handle this with the customer?
- Put them on hold while you speak to someone else
- Arrange to call back the customer.
When you arrive at a customer location to service a network printer, the user is upset because the printer is not working and therefore he cannot submit his reports on time. How should you approach this user?
Demonstrate empathy with the customer’s situation, use active listening skills to show that you understand the importance of the issue, and make the customer confident that you can help. Then use closed-questioning techniques to start to diagnose the problem.
You are working on the training documentation for help-desk agents. What should you include for dealing with difficult situations?
Do not argue with customers and/or be defensive. Avoid dismissing customer problems, and do not be judgmental. Try to calm the customer and move the support call toward positive troubleshooting diagnosis and activity, emphasizing a collaborative approach. Do not disclose experiences via social media outlets.
You are troubleshooting a print problem, which turned out to be caused by user error. The user is not confident that the problem is solved and wants more reassurance. You have already explained what the user was doing wrong in some detail. What should you do?
Run through the print process step-by-step to show that it works. It is very important to get a customer’s acceptance that a problem is closed
Keeping the workplace free from hazards.
Health and safety laws
Ensuring that fire prevention and electrical systems are intact and safe
Building codes
Disposing of waste correctly
Environmental regulations
OSHA
Occupational Safety and Health Administration
The amount of charge flowing through a conductor, measured in amps (A or I).
Current
The potential difference between two points (often likened to pressure in a water pipe) measured in volts (V).
Voltage
Degree of opposition to the current caused by characteristics of the conductor, measured in ohms (Ω or R)
Resistance
Circuit breaker designed to protect the device and users of the device from faulty wiring or supply of power (overcurrent protection)
fuse
Wire that provides a return path for electrical current as a safety feature; if an electrical connection short circuits into the metal chassis, a ground wire ensures that the current flows to ground rather than electrocuting someone handling the faulty device
grounded
