OP 2 Flashcards
What is the purpose of an incident report?
An incident report documents security breaches, system failures, or unusual activities for analysis and future prevention.
Why is version control important in IT documentation?
Version control ensures accurate tracking of document updates and prevents conflicts between changes.
What is the importance of a service-level agreement (SLA)?
An SLA defines the expected service performance, response times, and responsibilities between a provider and a client.
What safety precaution should be taken when handling heavy IT equipment?
Use proper lifting techniques and ask for assistance when lifting heavy equipment to prevent injury.
What should you do before replacing a laptop battery?
Turn off the laptop, unplug it, and follow proper disposal guidelines for old batteries.
Why is it important to ensure proper ventilation for IT equipment?
Proper ventilation prevents overheating and prolongs the lifespan of IT components.
What safety measure should be taken when using power tools in IT work?
Wear protective gear, ensure cables are secured, and follow manufacturer guidelines to prevent accidents.
Why is using non-technical language important when communicating with end users?
Using non-technical language ensures users understand instructions and troubleshooting steps without confusion.
What should a technician do if they cannot resolve a user’s issue?
Escalate the issue to the appropriate support level or expert while keeping the user informed.
Why is documenting troubleshooting steps important in IT support?
It helps track solutions, prevent repeated issues, and assists other technicians with similar problems.
Why is proper disposal of printer toner and ink cartridges important?
Improper disposal can release toxic chemicals into the environment; they should be recycled properly.
What is e-waste recycling and why is it necessary?
E-waste recycling ensures safe disposal of electronic devices, preventing hazardous material contamination.
What should be done before disposing of or recycling a hard drive?
Use data wiping software or physically destroy the drive to prevent data recovery.
What is Personally Identifiable Information (PII) and how should it be handled?
PII includes data like names and Social Security numbers; it should be stored securely and shared only with authorized personnel.
What is GDPR and how does it affect IT operations?
The General Data Protection Regulation (GDPR) enforces strict data privacy laws, requiring user consent for data collection and secure data handling.
What is a clean desk policy and why is it important?
A clean desk policy ensures that sensitive documents and devices are not left unattended to prevent unauthorized access.
What is the first step when responding to a security breach?
Contain the breach to prevent further damage before investigating and resolving the issue.
Why should end users be trained in cybersecurity awareness?
Users are the first line of defense against phishing, social engineering, and malware attacks.
What is the best practice for handling confidential information sent via email?
Use encryption and verify recipients before sending sensitive data via email.
