Objective 4.0: Operational Procedures Flashcards
What is the purpose of a change management process?
To ensure that changes to IT systems are introduced in a controlled and coordinated manner, reducing the risk of disruption.
Why is it important to follow proper disposal procedures for electronic equipment?
To prevent environmental harm, data breaches, and to comply with legal regulations on electronic waste disposal.
What is an SLA (Service Level Agreement)?
An SLA is a contract between a service provider and a customer that outlines the level of service expected, including uptime, response time, and support availability.
What are some best practices for creating secure passwords?
Use complex passwords with a mix of letters, numbers, and symbols; avoid using the same password across multiple accounts; and change passwords regularly.
What is ESD, and how can it be prevented?
Electrostatic Discharge (ESD) is the sudden flow of electricity between two objects, which can damage electronic components. It can be prevented by using anti-static wrist straps, mats, and handling components by their edges.
What should be included in an incident response plan?
Procedures for detecting, responding to, and recovering from security incidents, including roles and responsibilities, communication protocols, and documentation requirements.
Why is documentation important in IT operations?
Documentation provides a reference for system configurations, procedures, and troubleshooting steps, ensuring continuity and consistency in IT operations.
What is the role of preventive maintenance in IT?
Preventive maintenance involves regularly scheduled tasks to keep systems running efficiently, such as updating software, cleaning hardware, and checking for potential issues.
How do you safely clean the inside of a computer case?
Power off and unplug the computer, use compressed air to blow out dust, and avoid using a vacuum cleaner or liquids.
What is the purpose of a backup strategy?
To ensure data can be recovered in the event of data loss, system failure, or disaster, minimizing downtime and data loss.
What is the importance of data privacy and compliance in IT operations?
To protect sensitive information, comply with legal and regulatory requirements, and avoid data breaches that can lead to financial and reputational damage.
What should be considered when planning a hardware upgrade?
Compatibility with existing components, cost, impact on system performance, and whether additional software or drivers are required.
What is the purpose of a UPS (Uninterruptible Power Supply)?
A UPS provides backup power in case of a power outage, allowing safe shutdown of systems and preventing data loss or hardware damage.
What are the key elements of effective communication in IT support?
Clear, concise, and non-technical language; active listening; empathy; and timely updates on the status of issues.
