Supporting Network Operations

Question 1

System that is used to manage requests, incidents, and problems submitted by users

Answer 1

Ticketing Systems

Question 2

Difference between Incident vs. Problem?

Answer 2

Incident – happen one time or are isolated issues

Problem – recurrent and happen to multiple users or devices with the same characteristics

Question 3

4 aspects of a ticket

Answer 3

1) User information
2) Device information
3) Incident/Problem description
4) Ticket category (severity)

Question 4

Systematic approach to the governance of value of things over their life cycle

Answer 4

Asset Management

Question 5

2 ways to identify an asset

Answer 5

1) Asset Tag (barcode)
2) Asset ID (number)

Question 6

Type of change that is preauthorized and can be implemented without any additional authorization

Answer 6

Standard Change

Question 7

Type of change that changes where the authorization is gained

Answer 7

Normal Change

Question 8

Type of change that needs to be expedited

Answer 8

Emergency Change

Question 9

ECAB

Answer 9

Emergency Change Advisory Board

Question 10

The 4 main types of Documentation types

Answer 10

1) Acceptable Use Policies (AUPs)
2) Standard Operating Procedures
3) Incident reports
4) Network topology diagrams

Question 11

AUP

Answer 11

Acceptable Use Policy

Question 12

SOP

Answer 12

Standard Operating Procedure

Question 13

Your network administrator has handed you some documentation showing you which switch ports on a patch panel you need to connect with a CAT 5e patch cable for an upcoming network upgrade. What document are you MOST likely holding?

a) Process flow diagram
b) Physical network diagram
c) Inventory management diagram
d) Logical network diagram

Answer 13

b) Physical network diagram

A physical network diagram shows the actual physical arrangement of the components that make up the network, including cables and hardware. Typically, the diagram gives a bird’s eye view of the network in its physical space, like a floorplan. A network topology is the shape or structure of a network in a physical or logical format as depicted in a network diagram. Physical network topologies include the actual appearance of the network layout.

Question 14

Dion Training is creating troubleshooting guides and frequently asked questions for its new customer service technicians. Which of the following would MOST likely contain these documents?

a) Password policy
b) Asset management database
c) Network topology diagram
d) Knowledge base articles

Answer 14

d) Knowledge base articles

A Knowledge Base (KB) is a reference document that is used to assist a technician when they are installing, configuring, and troubleshooting hardware and software. A knowledge base article might be created by a vendor to support their products, too. A company might create an internal KB, populated with guidelines, procedures, information, and frequently asked questions from their service tickets.

Question 15

Which of the following should be used to uniquely identify every piece of hardware installed on the corporate network, including servers, desktops, laptops, printers, and monitors?

a) IP address
b) Asset ID
c) Location
d) MAC address

Answer 15

b) Asset ID

The asset ID should be used to uniquely identify each piece of hardware tracked in an asset management database. An asset management database can be configured to store as much or as little information as is deemed necessary. Typical data would be type, model, serial number, asset ID, location, user(s), value, and service information. Tangible assets can be identified using an identification number, barcode label, or Radio Frequency ID (RFID) tag attached to the device.