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comptia core 2 > obj 4 > Flashcards

obj 4 Flashcards

1
Q

ticketing systems

A

the best way to manage support requests
usually, a responsibility of the help desk
there are many different ticketing systems

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2
Q

managing a support ticket

A

information gathering
applying context
clear and concise communication

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3
Q

user information

A

you can’t address a person’s problem unless you know who has the issue
usually integrated into a name service
may be added automatically
always confirm the contact information

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4
Q

device and description

A

device information
description
the description determines the next step

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4
Q

asset management

A

a record of every asset
associate a support ticket with a device make and model
financial records, audits, depreciation
add an asset tag

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4
Q

categorization and escalation

A

categories
severity
escalation levels

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5
Q

resolving the issue

A

progress notes
problem resolution

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5
Q

incident reports

A

security policy
documentation must be available
incidents are ongoing
reports and documentations

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5
Q

compliance

A

meeting the standards of laws, polices, and regulations
a healthy catalog of rules

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5
Q

procurement life cycle

A

the purchasing process
start with a request from the user
negotiate with suppliers
purchase, invoice, and payment

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6
Q

acceptable user policies (AUP)

A

what is acceptable use of company assets?
covers many topics
used by an organization to limit legal liability

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6
Q

asset database

A

a central asset tracking system
assigned users
warranty
licensing

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6
Q

splash screens

A

a message, logo, or graphic shown during startup or login
can be informational
may be required for legal or administrative purposes

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6
Q

network topology diagram

A

describes the network layout

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7
Q

standard operating procedures

A

organization have different business objectives
operation procedures
software installation and upgrades
documentation is key

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8
Q

onboarding

A

bring a new person into the organization
IT agreements need to be signed
create accounts
provide required IT hardware

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9
Q

offboarding

A

end user termination checklist
this process should be predefined
what happens to the hardware?
what happens to the data?
account information is usually deactivated

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10
Q

knowledge base and articles

A

external sources (manufacturer knowledge base, internet communities)
internal documentation (institutional knowledge, usually part of helpdesk software)
find the solution by searching through archives

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11
Q

change management

A

how to make a change
one of the most common risks in the enterprise
often overlooked or ignored
have clear policies
sometimes extremely difficult to implement

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11
Q

rollback plan

A

the change will work perfectly and nothing will ever go bad “totally not satire”
you should always have a way to revert your changes
this isn’t as easy as it sounds
always have backups

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12
Q

sandbox testing

A

isolated testing environment
use before making a change to production
confirm the rollback plan

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13
Q

responsible staff members

A

a team effort
IT team
business customer
organization sponsor

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14
Q

change management process

A

a formal process for managing change
Complete the request forms
Determine the purpose of the change
Identify the scope of the change
Schedule a date and time of the change
Determine affected systems and the impact
Analyze the risk associated with the change
Get approval from the change control board
Get end-user acceptance after the change is complete

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15
Q

change request forms

A

a formal process always seems to include a bit of paperwork
nothing gets missed
usually a transparent process

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16
purpose of the change
why are we doing this application upgrades security fixes there needs to be a good reason
17
scope of the change
determine the effect of the change a single change can be far reaching how long will it take?
18
risk analysis
determine a risk value the risks can be minor or far reaching what's the risk with NOT making the change?
19
change board and approvals
go or no go all important parts of the organization are represented some changes have priority this is the last step
20
end-user acceptance
nothing happens without a sign-off one of your jobs is to make them successful ideally, this is a formality
21
incremental backup
a full backup is taken first subsequent backups contain data changed since the last full backup and last incremental backup a restoration requires the full backup and all of the incremental backup
21
full backup
backup everything usually the longest backup process might be impractical every day
21
differential backup
a full backup is taken first subsequent backups contain data change since the last full backup a restoration requires the full back and the last differential backup
22
off site backups
transfer data over internet or WAN link data is available after a disaster restoration can be performed from anywhere
22
backup testing
it's not enough to perform the backup disaster recovery testing confirm the restoration perform periodic audits
22
synthetic backup
create a full backup the first full backup copies every file subsequent full backups are created from previous backups can be faster and less bandwidth and intensive
23
onsite backups
no internet link required data is available immediately generally less expensive than off site
24
grandfather-father-son
three separate backup rotations (monthly, weekly, daily) twelve full monthly backups (grandfather) four or five weekly full backups (father) thirty-one daily incremental or differential backups (Son)
25
3-2-1 backup rule
a popular and effective backup strategy 3 copies of data should always be available 2 different types of media should be used 1 copy of the backup should be offsite
26
what is electrostatic discharge
static electricity doesn't move static electricity isn't harmful to the computer, but the discharge is ESD can be very damaging to the computer components Feel static discharge - 3500 volts / damage an electronic component - 100 or less
26
controlling ESD
humidity over 60% helps control ESD use your hand to "self-ground" do not connect yourself to the ground of an electrical system
27
preventing static discharge
anti-static strap - connect your wrist to a metal part of the computer anti-static pad - a workspace for the computer anti-static mat - a mat for standing or sitting anti-static bag - safely move or ship components
28
component handling and storage
try not to touch components directly store in an HVAC regulated environment avoid high humidity store in the original padded box
29
warnings to keep in mind
power is dangerous remove all power sources before working don't touch anything if you aren't sure replace entire power supply units high voltage
30
equipment grounding
most computer products connect to the ground also applies to equipment racks don't remove the ground connection never connect yourself to the ground of an electrical system
31
personal safety
lifting technique (lift with legs, don't carry overweight items, can get equipment) electrical fire safety (don't use water or foam, use CO2) safety goggles air filter masks
32
local government regulatoins
health and safety laws building codes environmental regulation
33
disposal procedures
read your material safety data sheets (MSDS) sometimes abbreviated as safety data sheet (SDS) provides information for all hazardous chemicals
34
MSDS info
product and company information composition / ingredients hazard information first aid measures fire-fighting measures accidental release / leaking handling and storage much more
35
handling toxic waste
batteries (dispose at local hazard waste facility) toner (recycle and reuse)
36
room control
temperature humidity level proper ventilation
36
battery backup
uninterruptible power supply UPS types Features
37
surge suppressor specs
joule ratings (200/400/600 - good/better/best) surge amp ratings (higher is better)
37
surge supressor
not all power is clean spikes are diverted to ground noise filters removce line noise
38
software licenses
most software includes a license valid licenses non-expired licenses
38
incident response: chain of custody
control evidence everyone who contacts the evidence label and catalog everything
38
incident response - first response
identify the issue report to proper channels collect and protect information relating to an event
38
incident response - documentation
document the findings summary information detailed explanation of data acquisitions the findings conclusion
39
licenses
personal license (home user, single device) corporate use license (per-seat purchase, software may be installed)
39
open source license
free and open source (FOSS) closed source / commercial end user licensing agreement (determines how it can be used)
40
regulating credit card data
payment card industry security standard (PCI DSS) six control objectives Build and maintain a secure network and systems Protect cardholder data Maintain a vulnerability management program Implement strong access control measures Regularly monitor and test networks Maintain an information security policy
41
personal government issued infomratoin
used for government services and documentation there may be restrictions on collecting or sorting government information U.S office of personal management (OPM)
42
PII
personally identifiable information any data that can identify an individual not everyone realizes the importance of this data attackers can use PII to gain access or impersonate
43
GDPR
General Data Protection Regulation European Union regulation controls export of personal data gives individuals control of their personal data site privacy policy
44
PHI - Protected health information
health information associated with an individual data between providers HIPAA regulations
45
data retention requirements
keep files that change frequently for version control recover from virus infection often legal requirements for data retention
46
communication skills
one of the most useful skills for the troubleshooter one of the most difficult skills to master a skilled communicator is incredibly marketable
47
avoid jargon
abbreviations and TLA's (three letter acronyms) avoid acronyms and slang communicate in terms that everyone can understand these are the easiest problems to avoid
48
maintain a positive attitude
positive tone of voice problems can't always be fixed your attitude has a direct impact on the overall customer experience
49
avoid interrupting
actively listen, takes time to perfect
50
clarify customer statements
ask pertinent questions repeat your understanding to the back of the customer keep an open mind
51
setting expectations
offer different options document everything keep everyone informed
52
professional appearance
match the attire of the current environment formal business casual find the right balance
53
difficult situations
technical problems can be stressful don't argue or be defensive diffuse a difficult situation with listening and questions communicate never take the situation to social media
54
avoid being judgemental
cultural sensitivity you're the teacher make people smarter you're going to make some BIG mistakes
55
be on time and avoid distractions
don't allow interruptions apologize for delays and unintended distractions create an environment for conversation
56
maintain confidentiality
privacy concerns professional responsibilities personal respect
57
scripting languages
automate with the right tools may be specific to a task or OS you will probably learn more than one of these
58
batch files
.bat file extension (scripting for windows at the command line)
59
powershell
command line for system administrators extend command-line functions automate and integrate
60
Microsoft visual basic scripting edition
VBScript general purpose scripting in windows
61
java script
scripting inside of our browser adds interactivity to HTML and CSS javascript is not Java
61
shell script
scripting the Unix/linux shell starts with a shebang or a hash-bang
62
python
general purpose scripting language popular in many technologies
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comptia core 2 (4 decks)

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