Operational Procedures Flashcards
1
Q
Includes the name, contact info, department, and role of the person submitting the ticket—helps identify the impact and priority level.
A
User Information
2
Q
Details about the affected system: device type, hostname, asset ID, OS version—helps technicians troubleshoot efficiently.
A
Device Information
3
Q
A clear explanation of the issue the user is experiencing, including error messages, symptoms, or when the issue began.
A
Description of Problems
4
Q
Used to sort and organize issues based on type, such as hardware, software, network, or user account.
A
Categories
5
Q
Indicates how critical the issue is—used to prioritize responses. Often ranked as low, medium, high, or critical.
A
Severity
6
Q
Defines when and how to pass the ticket to someone with more expertise or authority based on complexity or urgency.
A
Escalation Levels
7
Q
Clearly stated overview of the issue from the user’s perspective—essential for understanding and documenting the problem.
A
Problem Description (Communication)
8
Q
Ongoing documentation of steps taken, observations made, or changes implemented while troubleshooting the issue.
A
Progress Notes
9
Q
Detailed explanation of how the issue was resolved, including steps taken, fixes applied, and any user education.
A
Problem Resolution
10
Q
A centralized collection of known issues, troubleshooting steps, and solutions that technicians can reference to resolve problems faster and more consistently.
A
Knowledge Base
11
Q
The process of tracking, organizing, and managing IT resources (hardware, software, and related info) throughout their lifecycle—from procurement to disposal. Ensures accountability, security, and cost-efficiency.
A
Asset Management
12
Q
A regularly updated record of hardware, software, and other company-owned technology resources.
A
Inventory Lists
13
Q
A structured system used to store, track, and manage IT assets, including fields for location, status, user, and warranty.
A
Database System
14
Q
Physical labels or digital IDs attached to assets to help track and manage devices throughout their lifecycle.
A
Asset Tags and IDs
15
Q
The full lifecycle of acquiring, deploying, maintaining, and retiring hardware/software assets.
A
Procurement Life Cycle
16
Q
Tracking of support coverage and software licensing to ensure compliance and reduce cost of ownership.
A
Warranty and Licensing
17
Q
Documentation showing which employees are assigned which devices, aiding accountability and inventory tracking.
A
Assigned Users
18
Q
A policy outlining how employees may (and may not) use company-owned devices, internet, and services.
A
Acceptable Use Policy (AUP)
19
Q
A visual representation of network layout, including devices, segments, and connections—used for planning and troubleshooting.
A
Network Topology Diagram
20
Q
Documents or notices that ensure systems and procedures meet legal or industry-specific regulations (e.g., HIPAA, GDPR).
A
Regulatory Compliance Requirements
21
Q
A brief warning or agreement screen shown on login that may serve legal or security purposes.
A
Splash Screens
22
Q
Detailed logs of security breaches, accidents, or unexpected events to support analysis and remediation.
A
Incident Reports
23
Q
Step-by-step written instructions that standardize how IT tasks and processes should be carried out.
A
Standard Operating Procedures (SOPs)
24
Q
A documented procedure for configuring and deploying specific software packages per company standards.
A
Procedures for Custom Installation of Software Package
25
A checklist of IT-related tasks to complete when onboarding a new employee, such as account creation and hardware assignment.
New-User Setup Checklist
26
A checklist for properly offboarding an employee, including account deactivation, asset collection, and data protection.
End-User Termination Checklist
27
The formal process of planning, approving, and documenting changes to IT systems and services in order to reduce risk and maintain stability.
Change Management
28
Step-by-step procedures used to guide the change process and ensure consistency and repeatability across IT operations.
Documented Business Processes
29
A tested plan to revert a system to its previous state if the change causes unexpected problems or failures.
Rollback Plan
30
Testing changes in a safe, isolated environment before applying them to live production systems.
Sandbox Testing
31
The individual who is accountable for implementing the change and monitoring its outcome.
Responsible Staff Member
32
A standardized document used to propose a change and include necessary details for approval.
Change Request Form
33
A brief description that explains why the change is needed and what it aims to improve or fix.
Purpose of the Change
34
Outlines how large or complex the change is, including the number of systems, users, or departments involved.
Scope of the Change
35
The scheduled moment when the change will be made—should minimize user disruption and align with low-usage periods.
Date and Time of the Change
36
Lists which systems, users, or services will be directly or indirectly affected by the change.
Affected Systems / Impact
37
The process of evaluating the likelihood and severity of problems that could result from the change.
Risk Analysis
38
A classification based on how serious the potential risks are (e.g., low, medium, high) to help prioritize change approval.
Risk Level
39
Approval by a formal committee that evaluates proposed changes for risk, impact, and timing before implementation.
Change Board Approval
40
Identify a need or issue that justifies a change—could be a problem, upgrade, or efficiency improvement.
Step 1: Identify the Need for Change
41
Submit a formal request that documents what the change is, why it's needed, scope, risk, impact, and timeline.
Step 2: Submit a Change Request
42
Assess the change’s risk level, possible impact on systems/users, and determine any needed approvals or escalations.
Step 3: Risk and Impact Analysis
43
Review the proposed change for approval, often involving a change advisory board (CAB) or management.
Step 4: Review and Approval
44
Create a step-by-step plan to implement the change, including who is responsible, timing, and a rollback plan.
Step 5: Change Planning
45
Test the change in a controlled or sandbox environment to verify it works without affecting live systems.
Step 6: Testing the Change
46
Apply the change according to the plan during the scheduled time—often during low-impact hours.
Step 7: Implementation
47
If something goes wrong, execute a predefined process to revert to the previous stable state.
Step 8: Rollback (if needed)
48
Monitor system performance and confirm that the change achieved its intended goal without causing new issues.
Step 9: Validation and Review
49
Document the change, outcomes, lessons learned, and update configuration management databases if needed.
Step 10: Documentation and Closure
50
A backup type that copies all data every time it runs, regardless of changes. It's the most comprehensive and simplest to restore.
Full Backup
51
A backup that only saves data changed since the last full backup—efficient for daily backups, but restores can be slower.
Incremental Backup
52
A backup that saves all data changed since the last full backup, regardless of any other backups in between—restores faster than incremental.
Differential Backup
53
A backup type created by combining the full backup with all subsequent incrementals into one synthetic full backup—reduces backup load.
Synthetic Backup
54
The process of restoring backed-up data to verify that the backups work and can be reliably restored in a real scenario.
Backup Testing
55
How often backups and tests should be performed—depends on how frequently data changes and how critical it is.
Backup Frequency
56
Refers to whether backups are stored at the primary location or at a secondary physical or cloud location for disaster recovery.
On-Site vs. Off-Site Backup
57
A traditional backup rotation strategy involving daily (son), weekly (father), and monthly (grandfather) backup cycles.
Grandfather-Father-Son (GFS)
58
Backup strategy that states you should keep 3 copies of your data, on 2 different media types, with 1 stored off-site.
3-2-1 Backup Rule
59
Provides safety information for hazardous substances like toner or batteries; explains storage, handling, and disposal procedures.
Material Safety Data Sheet (MSDS)
60
Batteries, especially lithium-ion, should be recycled through proper channels to avoid fire and environmental harm. Never throw them in regular trash.
Proper Battery Disposal
61
Toner cartridges should be returned to the manufacturer or taken to a recycling facility—never incinerated or landfilled.
Proper Toner Disposal
62
Electronics contain hazardous materials and should be disposed of through certified e-waste or recycling programs.
Proper Disposal of Other Devices and Assets
63
Monitoring these factors ensures IT hardware remains cool and dry—avoiding overheating, corrosion, or condensation damage.
Temperature, Humidity-Level Awareness, and Proper Ventilation
64
IT equipment should be placed away from direct heat, windows, or vents to prevent environmental wear or malfunction.
Location / Equipment Placement
65
Dust buildup can block airflow and cause overheating—should be removed regularly as part of hardware maintenance.
Dust Cleanup
66
Safe ways to remove dust and debris without damaging internal components or spreading harmful particles.
Compressed Air / Vacuums
67
Unexpected spikes in power can damage sensitive electronics—this device diverts excess voltage away from connected equipment.
Surge Suppressor
68
Provides emergency power to computers and networking equipment during outages—prevents data loss and hardware damage.
Battery Backup (UPS)
69
The structured approach to handling and documenting security incidents, including containment, investigation, and recovery.
Incident Response
70
A documented timeline that accounts for every person who accessed or handled evidence, used to maintain credibility in investigations.
Chain of Custody
71
When appropriate, higher-level personnel and/or authorities must be alerted to ensure proper handling and legal compliance.
Inform Management / Law Enforcement as Necessary
72
A full bit-for-bit image of a storage device to preserve digital evidence for analysis without altering the original.
Copy of Drive (Data Integrity and Preservation)
73
Accurate, time-stamped records of the incident, including what occurred, who was involved, and how it was handled.
Documentation of Incident
74
Proof that software has been lawfully purchased and used within the terms set by the software vendor.
Valid Licenses
75
Software licenses must still be active or within their time limits to remain compliant and functional.
Non-Expired Licenses
76
Licenses that restrict usage to an individual versus those that allow enterprise-wide or multi-user deployment.
Personal Use License vs. Corporate Use License
77
A license that allows users to modify and redistribute software under specified terms (e.g., GNU GPL, MIT License).
Open-Source License
78
Financial transactions involving credit card information must be secured per PCI-DSS standards to prevent fraud.
Credit Card Transactions
79
Government-issued data like Social Security numbers or driver's license info that requires protection under various laws.
Personal Government-Issued Information
80
Data that can identify a specific individual, such as name, email, or biometric identifiers—must be protected by law.
PII (Personally Identifiable Information)
81
Medical data regulated under laws such as HIPAA; includes diagnoses, treatments, and patient histories.
Healthcare Data
82
Legal or organizational rules that specify how long data must be stored before being deleted or archived.
Data Retention Requirements
83
Wear clothing that fits the environment—whether formal, business casual, or field-appropriate—to build trust and show professionalism.
Professional Appearance and Attire
84
In formal settings, wear a suit or similarly appropriate outfit that reflects high-level professionalism.
Formal Attire
85
Dress neatly but less formally, typically a collared shirt or blouse and slacks; often expected in office environments.
Business Casual Attire
86
Use respectful and professional language, avoiding acronyms, tech jargon, or slang unless the customer clearly understands them.
Use Proper Language (Avoid Jargon, Acronyms, and Slang)
87
Stay upbeat and assured to reassure customers and create a more productive support experience.
Maintain a Positive Attitude / Project Confidence
88
Focus fully on the customer, take notes if needed, and wait until they finish speaking before responding.
Actively Listen, Take Notes, Avoid Interrupting
89
Respect cultural differences and use formal titles when appropriate to show respect across diverse environments.
Be Culturally Sensitive / Use Professional Titles
90
Show up on time for appointments or support calls. If you’re delayed, contact the customer as soon as possible.
Be on Time / Contact if Late
91
Refrain from personal calls, texts, or browsing social media during work to maintain focus and professionalism.
Avoid Distractions (Calls, Texting, Social Media)
92
Remain calm and respectful even if the customer becomes upset or confrontational.
Do Not Argue or Be Defensive
93
Take all concerns seriously; never brush off or belittle the customer's problems.
Avoid Dismissing Customer Problems
94
Stay neutral and helpful—don't make assumptions or personal judgments about the customer's situation.
Avoid Being Judgmental
95
Ask open-ended questions, restate what the customer said, and confirm your understanding of the issue.
Clarify Statements / Ask Questions / Verify Understanding
96
Keep your experiences and customer interactions private—never post about them on social media.
Do Not Disclose Customer Info on Social Media
97
Let the customer know what to expect, offer solutions when appropriate, and check back to confirm satisfaction.
Set & Meet Expectations / Communicate Status / Follow-Up
98
Offer choices when applicable and help the customer decide whether repair or replacement is the better option.
Offer Repair/Replacement Options
99
Give a detailed summary of what was done, including time, services, or parts used.
Provide Proper Documentation
100
Be respectful and cautious with sensitive materials you might come across—such as documents, photos, or files.
Handle Confidential / Private Customer Materials Appropriately
101
You arrive at a client's office where everyone is wearing business casual attire. You’re wearing a hoodie and jeans. What should you have done differently?
A) Worn a branded company t-shirt
B) Matched your attire to the environment
C) Worn whatever is most comfortable
D) Avoided the visit and offered remote help
Answer: B – Matched your attire to the environment
Professional appearance means dressing appropriately for the client’s setting. Business casual would have been more suitable.
102
While explaining a fix to a non-technical customer, you say: “The NIC was failing to negotiate at 1 Gbps, likely due to a bad SFP.” The customer looks confused. What’s the best response?
A) Keep explaining using the same terms
B) Avoid further explanation to save time
C) Ask if they’d like a simpler explanation
D) Tell them to Google it
Answer: C – Ask if they’d like a simpler explanation
Always avoid jargon when speaking with non-technical users. Offering clarity shows professionalism and customer care.
103
A customer begins raising their voice and accusing you of making their problem worse. What should you do?
A) Match their tone to take control
B) Defend yourself and point out they’re wrong
C) Calmly listen and avoid interrupting
D) Leave and report them to management
Answer: C – Calmly listen and avoid interrupting
In tense situations, remain calm, listen actively, and don’t escalate. Professionalism includes managing difficult conversations gracefully.
104
You're working on a client's PC and find personal financial documents open on the desktop. What's the correct action?
A) Skim through them to assess risk
B) Close them and continue working
C) Screenshot them to document a potential issue
D) Open them later to verify contents
Answer: B – Close them and continue working
Respect customer privacy. Never open or review confidential material unless requested to do so.
105
A customer reports a printer issue. You’re unsure of the cause. What’s the most professional next step?
A) Tell them you don’t know and leave
B) Blame the printer model
C) Ask questions to narrow the scope of the problem
D) Guess and apply the first fix that comes to mind
Answer: C – Ask questions to narrow the scope of the problem
Use open-ended questions to clarify issues and avoid assumptions. It shows problem-solving and communication skill.
106
You're 15 minutes late to an appointment due to traffic. What should you have done?
A) Texted the customer while driving
B) Waited until you arrived to apologize
C) Called ahead to inform them you’d be late
D) Canceled the appointment without explanation
Answer: C – Called ahead to inform them you’d be late
Timeliness is key to professionalism. If a delay is unavoidable, notify the customer as soon as possible.
107
During a repair, your phone rings. It’s a personal call. What’s the best action?
A) Take the call quickly—it’s fine
B) Step outside and finish the call
C) Ignore it and focus on the repair
D) Ask the customer for a break
Answer: C – Ignore it and focus on the repair
Personal distractions should be avoided during customer interactions. Focus entirely on the job.
108
A customer asks if they should repair or replace a failing laptop. What’s the best way to handle this?
A) Say, “It’s your call.”
B) Offer pros and cons of both options
C) Tell them to always replace
D) Refer them to the internet
Answer: B – Offer pros and cons of both options
Professionalism includes helping the customer make informed decisions by explaining repair/replacement options.
109
A batch script file used primarily in Windows to run a sequence of commands in Command Prompt (CMD).
.bat
110
A PowerShell script used in Windows environments for task automation and configuration management.
.ps1
111
A Visual Basic Script file used to automate tasks in Windows; often embedded in Office macros or logon scripts.
.vbs
112
A shell script file used in Linux/macOS to execute command-line tasks and automate system operations.
.sh
113
A JavaScript file, typically used in web development to control dynamic content and interactivity on websites.
.js
114
A Python script used for a wide variety of automation, data processing, and development tasks.
.py
115
Scripts can be used to perform repetitive tasks automatically, reducing manual effort and error.
Basic automation
116
Scripts can be used to schedule or trigger computer restarts across multiple systems.
Restarting machines
117
A script can automatically assign or reconnect mapped drives for users at login or on-demand.
Remapping network drives
118
Scripts can streamline the deployment of software across multiple systems simultaneously.
Installation of applications
119
Scripts can be scheduled to back up files or directories at regular intervals without user intervention.
Automated backups
120
Used to collect system logs, hardware specs, or usage statistics from local or remote machines.
Gathering of information/data
121
Scripts can trigger or schedule operating system or software updates on local or networked systems.
Initiating updates
122
Unintentionally introducing malware
Can allow harmful software to run if not properly checked
123
Inadvertently changing system settings
May change important settings unintentionally
124
Browser or system crashes due to mishandling of resources
May consume too much memory or CPU and cause crashes
125
Microsoft protocol allowing full graphical remote control of a Windows computer over a network connection.
RDP (Remote Desktop Protocol)
126
Creates a secure, encrypted tunnel for private access to a remote network as if the user were local.
VPN (Virtual Private Network)
127
Cross-platform tool that allows remote desktop access by sending screen updates and mouse/keyboard inputs over the network.
VNC (Virtual Network Computing)
128
Secure, command-line-based remote access used primarily in Linux/UNIX environments; supports file transfers and tunneling.
SSH (Secure Shell)
129
IT management software used by MSPs to monitor, manage, and update remote systems proactively.
RMM (Remote Monitoring and Management)
130
Allows a trusted person to view or control a Windows user's desktop for troubleshooting with the user's permission.
Microsoft Remote Assistance (MSRA)
131
Enables others to view or control your screen in real time (e.g., Zoom share, TeamViewer, Chrome Remote Desktop).
Screen-sharing software
132
Provides audio/video communication and sometimes includes remote desktop or screen-sharing features (e.g., Zoom, Teams).
Video-conferencing software
133
Allows secure or direct transfer of files between local and remote systems (e.g., SFTP, FileZilla, WeTransfer).
File transfer software
134
Centralized tools for IT admins to install updates, manage software, and enforce policies remotely (e.g., Intune, JAMF).
Desktop management software
135
Vulnerable to brute-force and man-in-the-middle attacks if not secured with VPN, strong passwords, or network restrictions.
RDP Security Concern
136
If compromised, attackers could gain full access to the internal network; requires strong authentication and monitoring.
VPN Security Concern
137
Often lacks encryption by default; should be tunneled through SSH or VPN and protected with strong passwords.
VNC Security Concern
138
Secure if properly configured, but susceptible to brute-force attacks if using weak credentials or default ports.
SSH Security Concern
139
Can be a high-value target for attackers—requires hardened access, 2FA, and close monitoring.
RMM Security Concern
140
Only works with user permission, but could be exploited if social engineering tricks users into accepting remote control.
Remote Assistance Security Concern
141
What is the proper way to dispose of a lithium battery? (Set 125)
A) Trash can
B) Recycle facility
C) Shredder
D) Burn it
Answer: B) Recycle facility
142
Why is documentation important when making changes to systems? (Set 790)
A) For legal reasons
B) To confuse users
C) To keep printers busy
D) To entertain staff
Answer: A) For legal reasons
143
What is the proper way to dispose of a lithium battery? (Set 546)
A) Trash can
B) Recycle facility
C) Shredder
D) Burn it
Answer: B) Recycle facility
144
Put the correct documentation steps in order:
1) Identify issue
2) Record actions taken
3) Record resolution
4) Close ticket
1. Identify issue
2. Record actions taken
3. Record resolution
4. Close ticket
145
Put the steps for setting up a new user in order:
1) Create user account
2) Assign permissions
3) Provide documentation
4) Verify access
1. Create user account
2. Assign permissions
3. Provide documentation
4. Verify access
146
Put the data disposal process in correct order:
1) Backup if needed
2) Wipe drive
3) Verify wipe
4) Recycle hardware
1. Backup if needed
2. Wipe drive
3. Verify wipe
4. Recycle hardware
147
Arrange the steps of change management:
1) Submit change request
2) Evaluate risk
3) Approve change
4) Implement change
1. Submit change request
2. Evaluate risk
3. Approve change
4. Implement change
148
Put the incident response steps in order:
1) Identify incident
2) Contain impact
3) Document
4) Notify stakeholders
1. Identify incident
2. Contain impact
3. Notify stakeholders
4. Document
