Operational Procedures Flashcards
How do techs help organizations protect organizational assets?
Through asset management
What are found in every organization and document the asset that the organization has deployed and holds in reserve?
inventory lists
What is used to track things like who has the asset, what type of asset that person has, and where this asset is located (and sometimes why)?
Database system
What uses the radio frequency identification (RFID) wireless networking protocol to keep track of inventory?
Asset tags
What is the process involved in buying assets that your project needs?
Procurement Life Cycle
What are the six steps in the procurement life cycle?
1) Identify Needs
2) Evaluate Suppliers
3) Negotiate Terms and Finalize the Purchase Order
4) Receive Invoice and Process Payment
5) Delivery and Audit
6) Maintain Records for Future Audits
When suppliers want to know specifically who is using their product, and if this changes they want to know who the replacement is, is known as what?
Assigned users
From a technicians perspective, what do Standard Operating Procedures define?
What software can and can’t be installed
If SOPs doesn’t list a custom application that needs to be installed, what can a user do?
Open a support ticket
What are the two reasons organizations develop SOPs?
To enhance the success of the organization and to meet government-related compliance requirements.
What document describes what employees can and cannot do with the organization’s property?
Acceptable User Policy
What provides a road map for current and future techs who need to make changes or repairs to the network over time?
Network Topology Diagrams
What do properly run organizations enforce to follow laws and regulations and to maintain a healthy workforce?
Regulatory Compliance Requirements
What is used by organizations to ensure there is an understanding and agreement from both parties requiring users to agree to such things as data privacy, terms and conditions, or other compliance measures?
splash screen
What are best practice associated with the documentation and support systems information management that techs use to ensure that a new user is set up with the proper equipment, network credentials, company policies, and so forth?
new-user setup
What ensures that departing employees return all equipment issued by the organization, that their network access has been removed, and, where applicable, that knowledge transfer is facilitated?
End-User Termination Checklist
What do companies use to provide employees with technical support?
Ticketing Systems
What are a set of documents that tell the tale of equipment used, problems encountered, and solutions to those problems?
Knowledge Base
What includes a plan to return an infrastructure to its pre-change environment, the steps to create an operational environment for development and/or testing, as well as appointing an individual who is responsible for these types of processes?
Documented Business Processes
What defines the steps needed to return the infrastructure to its pre-change environment?
Rollback Plan
Where can you experiment without messing up the primary system?
sandbox
Who leads rollback plans and sandbox testing?
A Responsible Staff Member (RSM)
What are the 8 change managment steps
- request form
- document the purpose of the change
- determine the scope of the change
- document the date and time of the change
- determine impact
- Analyze the level of risk
- Change board approval
- Plan for the change
- End-User Acceptance
What kicks off the change-management process?
Request Forms
What type of backup is created by merging the previous full backup and all subsequent incremental backups to create a backup that is identical to a new full backup?
Synthetic Backup
What type of backup backs up to SSDs on four days of the week, a HDD the last day of each week and another HDD the last day of the month
grandfather-father-son (GFS) rotation
What is the normal temperature and humidity range for computers?
About 72 degrees and 30-40 percent humidity
What is the most important aspect of equipment placement?
That it is in a room with proper ventillation
What is a document that details the risks, precautions, and clean-up/disposal procedures for any substance you might work with?
Material Safety Data Sheet (MSDS)
What regulation deals with PII?
General Data Protection Regulation (GDPR)
What regulates credit card transactions?
Payment Card Industry Data Security Standard (PCI DSS)
What are script files that are the shell scripting language for the old-school Command shell on Windows and DOS.
Batch File (.bat)
What is a powershell script extension?
.ps1
Which extension is for Visual Basic Scripts?
.vbs
Which protocol do most remote desktop clients use?
Remote Desktop Protocol (RDP) or Virtual Network Computing (VNC)
What builds on the capabilities of desktop or endpoint management software by also layering in robust monitoring and management of your network?
Remote Monitoring and Management (RMM)
Which protocol enables remote monitoring and configuration of just about anything on a network?
Simple Network Management Protocol (SNMP)
What are the risks of internet based screen sharing or remote desktop services?
Anyone who compromises the user’s credentials with the service can access the company network
What are the 4 concepts of the 3-2-1 backup strategy?
- Keep at least 1 backup copy offsite
- Create 1 primary backup file
- Save backups to 2 different storage media types
- Create 2 copies of the primary backup file
