Networking Components (Month 6)

Question 1

ITIL - Information Technology Infrastructure Library

Answer 1

Library of detailed practices of IT service providers

Provides services to customer needs

Question 2

Goals of ITIL

Answer 2

• BITA - business IT Alignment
• Improved quality of IT services
• Improved Efficiency
• Achieve predictable levels of service
• Increased customer satisfaction
• Reduced cost of service
• Reduced cost of service
• Provide high quality service

Question 3

Benefits of ITIL

Answer 3

• Lower costs
• High quality IT services
• Increased productivity
• Improved ROI
• Improved customer satisfaction
• Improved utilisation of resources

Question 4

(ITIL) 34 Management practices into 3 areas

Answer 4

• General Management Practices
• Service Management Practices
• Technical Management Practices

Question 5

WEEE Legislation Awareness

Answer 5

• Covers all electronic and electrical equipment and it’s disposal
• Prevents large amounts dumped into landfills
• 85% of materials are now recycled by waste management companies
• WEEE legislation cover any item that requires an electric current, a battery, or solar energy

Question 6

(WEEE) Categories of electrical equipment

Answer 6

• Temperature exchange equipment
• Heat pump, air conditioners & freezers
• Screens, Monitors
• TV’s, Monitors & Tablets
• Lamps
• Pressure Sodium, fluorescent
• Large Equipment
• Ventilation systems, Ovens & Vacuums
• Small Equipment
• Cameras, Radios (smaller than 50x50)

Question 7

Troubleshooting Process

Answer 7

• Ask customer questions
• Summarise problem to customer
• Avoid time on problems that does not exist

Use this to narrow down the problem to a specific area

Question 8

CompTIA six step process

Answer 8

• Identify the problem
• Establish theory of probable cause
• Test theory to determine cause
• Establish plan of action
• Verify full system functionality
• Document findings and actions taken

Question 9

Root Cause Analysis

Answer 9

• A systematic process
• Find root cause of a problem, not symptom of it
• Allows you to prevent it from happening again

Preventative Maintenance
- Replace before broken
- e.g replace HDD

Question 10

RCA principles

Answer 10

• Focus is on the corrective measures of the root causes
• Having a systematic and evidence backed solutions
• Could there be more than one root cause?
• Why did the issue occur?

Question 11

RCA Process

Answer 11

• Define the problem
• Gather the data
• Identify contributing factors
• Determine root cause
• Implement solutions
• Document actions taken

Question 12

4 RCA Techniques

Answer 12

• The 5-Why analysis
• Ishikawa Diagrams
• Pareto Charts
• Seatter Plots

Question 13

Benefits of RCA

Answer 13

• Aids in identifying problems allowing you to solve them
• Helps to solve Real-Life problems by giving employees the required training
• Quickly identifying problems, lowering costs and reducing incidents
• Saves valuable employee time
• Helps prevent fines or compromise to their data
• Provides peace of mind
• Implement practical, long-lasting solutions