Lesson 20: Implementing Operational Procedures Flashcards
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
This list contains no means of recording the severity of the ticket. This field is important for prioritizing issues.
What role do barcodes play in managing inventory?
An inventory is a list of assets stored as 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.
What are the two main types of network topology diagrams?
You can create diagrams to show the ‘physical’ topology or the ‘logical’ topology. The ‘physical topology’ shows how nodes are connected by cabling. The ‘logical topology’ shows IP addresses and subnets/VLANs. There are lots of other types of network topology diagrams, of course, but physical and logical are the two basic distinctions you can make. It is best practice not to try to create a diagram that shows both as this is likely to reduce clarity.
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).
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, and 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.
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 trying to troubleshoot a problem over the phone and need to get advice from your manager. How should you handle this with the customer?
Advise the customer that you will put him or her on hold while you speak to someone else, or arrange to call the customer back.
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.
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.
True or False? You should fit an antistatic wrist strap over your clothing as this is most likely to retain a charge
False. The conductive path will occur through your fingers as you touch electronic components. The stud in
the wrist strap must make contact with your skin to drain the charge.
In which atmospheric conditions is the risk of ESD highest?
During cool, dry conditions when humidity is low. When humidity is high, the static electricity can dissipate through the moisture present in the air.
What care should you take when lifting a heavy object?
The main concern is damaging your back. Lift slowly and use your legs for power, not your back muscles.
What are the principal characteristics of a surge protector?
This is a circuit designed to protect connected devices from the effect of sudden increases or spikes in the supply voltage and/or current. Surge protectors are rated by clamping voltage (low values are better), joules rating (higher values are better), and amperage (the maximum current that can be carried).
You are updating a deployment checklist for installing new workstation PCs. What are the principal environmental hazards to consider when choosing a location?
Heat and direct sunlight, excessive dust and liquids, and very low or high humidity. Equipment should also be installed so as not to pose a topple or trip hazard.
When might you need to consult MSDS documentation?
A ‘material safety data sheet’ (MSDS) should be read when introducing a new product or substance to the workplace. Subsequently, you should consult it if there is an accident involving the substance and when you need to dispose of the substance.
