Networking

Question 1

Computer Ethics

Answer 1

Moral guidelines involving the use of computers and computer skills and applications

Question 2

Change Management

Answer 2

Making calculated changes to improve the state of products and services, change control deals
more with changes in people aspects.

Question 3

Change Management: Standard Change

Answer 3

Low risk changes that have already been assessed for risks.

Question 4

Change Management: Normal Change

Answer 4

Can be either low or high risk but have not been assessed as well and may
need authority from higher ups.

Question 5

Change Management: Emergency Change

Answer 5

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.

Question 6

Problem Management

Answer 6

Monitoring, identifying, and managing problems within an IT service. Problems have the
potential to cause incidents.

Question 7

Life Cycle of Service Operation

Answer 7

The Service Operation lifecycle stage includes the fulfilling of user requests, resolving service
failures, fixing problems, as well as carrying out routine operational tasks.

Question 8

Service Now: Ticketing System

Answer 8

Service now is a ticketing system used to define, manage, automate and structure services for
companies.

Question 9

Life Cycle of a Ticket: New

Answer 9

Incident is logged but not yet investigated

Question 10

Life Cycle of a Ticket: In Progress

Answer 10

Incident is assigned and is being investigated.

Question 11

Life Cycle of a Ticket: On Hold

Answer 11

The responsibility for the incident shifts temporarily to another entity to provide further
information, evidence, or a resolution.

Question 12

Life Cycle of a Ticket: Resolved -

Answer 12

A satisfactory fix is provided for the incident to ensure that it does not occur again.

Question 13

Life Cycle of a Ticket: Closed

Answer 13

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.

Question 14

Life Cycle of a Ticket: Canceled

Answer 14

Incident was triaged but found to be a duplicate incident, an unnecessary incident, or
not an incident at all.

Question 15

SLA (Service Level Agreement)

Answer 15

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.

Question 16

Soft Skills (Customer Service)

Answer 16

the abilities used to delight a customer that don’t relate to your product, service, or
company.

Question 17

OSI Model (Open Systems Interconnections)

Answer 17

The OSI Model (Open Systems Interconnection Model) is a

conceptual framework used to describe the functions of a networking system.

Question 18

What is the OSI Model used for?

Answer 18

It’s a model for how applications communicate over the

internet. In order to facilitate interoperability between diverse devices and applications.

Question 19

TCP/ IP (Transmission Control Protocol/Internet Protocol)

Answer 19

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.

Question 20

IP Addressing

Answer 20

Locating, Identifying , Configuring, Managing, and Monitoring IP Addresses

Question 21

IP Configuration

Answer 21

Setting up the IP address to be able to operate within the network

Question 22

Networking

Answer 22

the action or process of interacting with others to exchange information and
develop professional or social contacts.

Question 23

Network Components

Answer 23

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.

Question 24

Switching

Answer 24

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.

Question 25

Ethernet

Answer 25

Ethernet is a way of connecting computers and other network devices in a
physical space. This is often referred to as a local area network or LAN.

Question 26

Routing

Answer 26

Routing is the process of selecting a path for traffic in a network or between or
across multiple networks.

Question 27

Wide Area Networks

Answer 27

A wide area network is a telecommunications network that extends over a large geographic area.

Question 28

Network Security

Answer 28

Network security is a set of technologies that protects the usability and integrity of a company’s infrastructure by preventing the entry or proliferation within a network of a wide variety of potential threats.

Question 29

Network Customization

Answer 29

Network personalization is the configuration of some or all of the various network settings on a server so that they meet the networking requirements of your environment.

Question 30

Incident

Answer 30

an unplanned interruption to or quality reduction of an IT service.

Question 31

Request

Answer 31

Any change that requires approval in order to be enacted.

Question 32

Problem

Answer 32

a problem as a cause, or potential cause, of one or more incidents.

Question 33

ITIL (Information Technology Infrastructure Library)

Answer 33

The IT Infrastructure Library (ITIL) is an IT service management framework that outlines best practices for delivering IT services.