Networking Flashcards
Computer Ethics
Moral guidelines involving the use of computers and computer skills and applications
Change Management
Making calculated changes to improve the state of products and services, change control deals
more with changes in people aspects.
Change Management: Standard Change
Low risk changes that have already been assessed for risks.
Change Management: Normal Change
Can be either low or high risk but have not been assessed as well and may
need authority from higher ups.
Change Management: Emergency Change
Generally high risk changes that need to be made to respond to an
incident. Any time used to assess risks is ideal but there may not be much time for it in reality.
Problem Management
Monitoring, identifying, and managing problems within an IT service. Problems have the
potential to cause incidents.
Life Cycle of Service Operation
The Service Operation lifecycle stage includes the fulfilling of user requests, resolving service
failures, fixing problems, as well as carrying out routine operational tasks.
Service Now: Ticketing System
Service now is a ticketing system used to define, manage, automate and structure services for
companies.
Life Cycle of a Ticket: New
Incident is logged but not yet investigated
Life Cycle of a Ticket: In Progress
Incident is assigned and is being investigated.
Life Cycle of a Ticket: On Hold
The responsibility for the incident shifts temporarily to another entity to provide further
information, evidence, or a resolution.
Life Cycle of a Ticket: Resolved -
A satisfactory fix is provided for the incident to ensure that it does not occur again.
Life Cycle of a Ticket: Closed
Incident is marked Closed after it is in the Resolved state for a specific duration and it
is confirmed that the incident is satisfactorily resolved.
Life Cycle of a Ticket: Canceled
Incident was triaged but found to be a duplicate incident, an unnecessary incident, or
not an incident at all.
SLA (Service Level Agreement)
A service-level agreement is a commitment between a service provider and a client. Particular aspects of the service – quality, availability, responsibilities – are agreed between the service provider and the service user.
Soft Skills (Customer Service)
the abilities used to delight a customer that don’t relate to your product, service, or
company.
OSI Model (Open Systems Interconnections)
The OSI Model (Open Systems Interconnection Model) is a
conceptual framework used to describe the functions of a networking system.
What is the OSI Model used for?
It’s a model for how applications communicate over the
internet. In order to facilitate interoperability between diverse devices and applications.
TCP/ IP (Transmission Control Protocol/Internet Protocol)
Its main purpose is to deliver data packets between the source application or device and the destination using methods and
structures that place tags, such as address information, within data packets.
IP Addressing
Locating, Identifying , Configuring, Managing, and Monitoring IP Addresses
IP Configuration
Setting up the IP address to be able to operate within the network
Networking
the action or process of interacting with others to exchange information and
develop professional or social contacts.
Network Components
Computer networks components comprise both physical parts as well as the software required
for installing computer networks, both at organizations and at home. The hardware components
are the server, client, peer, transmission medium, and connecting devices. The software
components are operating systems and protocols.
Switching
A network switch is a device that operates at the Data Link layer of the OSI model—Layer 2. It
takes in packets being sent by devices that are connected to its physical ports and sends them
out again
They can also operate at the network layer–Layer 3 where routing occurs.
