Operational Procedures Flashcards
Which of the following is the least important piece of information to record about each device for proper asset inventory?
Model
Serial number
Operating system
Operating system
While the OS may be important, for warranty issues these other pieces are more important. The make, model, and serial number are all important
Which of the following is false with respect to change management?
Each request should be analyzed to ensure it supports all goals and polices.
After formal approval, all costs and effects of the methods of implementation should be reviewed.
After they’re approved, the change steps should be developed.
After formal approval, all costs and effects of the methods of implementation should be reviewed.
All costs and effects of the methods of implementation should be reviewed prior to formal approval. The other statements are true
What is the process called that ensures all configuration changes are beneficial?
Change management
Acceptable use
Separation of duties
Change management
During the change management process, the relative costs and benefits to the overall organization will be weighed by a change management board or team. Acceptable use is a policy that defines what users can and cannot do. Separation of duties is a concept that says that any operation prone to fraud should be broken into two jobs and assigned to two people. Risk analysis is a process that identifies risk and mitigations
Which of the following ensures an escape from changes that break something?
Backout plan
Phased deployment
Communication process
Backout plan
During implementation, incremental testing should occur, relying on a predetermined fallback strategy if necessary. A phased deployment is one in which parts of the network are done at a time. While the communication process is important, it is not what allows for an escape. Request control is a process where change requests are managed and approved
If you use incremental backups every day except Monday, when you do a full backup, how many backup tapes will be required if there is a drive failure on Wednesday after the backup has been made?
4
3
2
3
Since an incremental backup backs up everything that has changed since the last backup of any type, each day’s tape is unique, so you will need the Monday full backup and the incremental tapes from Tuesday and Wednesday
If you use differential backups every day except Monday when you do a full backup, how many backup tapes will be required if there is a drive failure on Wednesday after the backup has been made?
4
3
2
2
Since a differential backup backs up everything that has changed since the last full backup, each day’s incremental tape contains what was on the previous day’s tape. So, you only need the last differential and the last full backups
Which of the following is not a safe lifting technique to keep in mind?
Lift with your back, not your legs
Be careful to not twist when lifting
Keep objects as close to your body as possible
Lift with your back, not your legs
Lift with your legs, not your back. When you have to pick something up, bend at the knees, not at the waist. The other options are all safety recommendation
What class of fire extinguisher is used for paper fires?
A
B
C
A
A is for wood and paper fires, B is for flammable liquids, C is for electrical fires, and D is for metal fires
Any type of chemical, equipment, or supply that has the potential to harm the environment or people has to have what document associated with it?
SOW
MSDS
MOU
MSDS
Any type of chemical, equipment, or supply that has the potential to harm the environment or people has to have a material safety data sheet (MSDS) associated with it. These are traditionally created by the manufacturer, and you can obtain them from the manufacturer or from the Environmental Protection Agency. A statement of work (SOW) is a document that indicates the work to be performed. A service level agreement is a document that indicates what is being paid and what the service consists of. A memorandum of understanding (MOU) is a document that indicates the intent of two parties to do something together
What humidity level should be maintained for computing equipment?
50 percent
40 percent
60 percent
50 percent
Another preventive measure you can take is to maintain the relative humidity at around 50 percent. Be careful not to increase the humidity too far—to the point where moisture starts to condense on the equipment!
Which of the following is the not part of the first response to an incident?
Shut down the affected system
Identify
Report though proper channels
Shut down the affected system
You never shut down the system until all volatile evidence has been collected. The other options are correct guidelines
Which of the following applies to EU-based organizations that collect or process the personal data of EU residents?
PHI
GDPR
PCI-DSS
GDPR
Beginning on May 25, 2018, the members of the EU began applying the General Data Protection Regulation (GDPR). The GDPR applies to EU-based organizations that collect or process the personal data of EU residents and to organizations outside the EU that monitor behavior or offer goods and services to EU residents. Personally identifiable information (PII) is data like an XSN number that is unique to the individual. Personal health information (PHI) is confidential medical records. Payment Card Industry/ Data Security Standards (PCI-DSS) is a standard for protecting credit card data
Which of the following is false regarding dealing with customers?
Always answer the telephone in a professional manner, announcing the name of the company and yourself.
Make a concentrated effort to ascertain the customer’s technical level, and communicate above it.
Use proper language (avoid jargon, acronyms, and slang when applicable).
Make a concentrated effort to ascertain the customer’s technical level, and communicate above it.
If you’re providing phone support, do the following:
Always answer the telephone in a professional manner, announcing the name of the company and yourself.
Make a concentrated effort to ascertain the customer’s technical level, and communicate at that level, not above or below it.
The other options are all valid recommendations.
Which of the following should the IT professional do when dealing with customers?
Use appropriate professional titles, when applicable.
Take personal calls.
Use the customer’s equipment for personal messages.
Use appropriate professional titles, when applicable.
You should use appropriate professional titles, when applicable, and never take personal calls, use the customers equipment for personal messages, or talk to co-workers while interacting with customers
Which of the following is written in Python?
.psi
.vbs
.pyc
.pyc
A .pyc file is one written in the Python language. Python runs on Windows, Mac OS X, and Linux/Unix. A .vbs file is a Visual Basic file. An SH file is a script programmed for Bash, a type of Unix shell
