c394 (operational procedures)

What is the disadvantage of daily full backups?

A strategy that implemented daily full backups would require a lot of storage space and a lot of network resources. Most systems don't require full daily backups. (Note: if daily full backups is implemented, then additional weekly differential backups are not required.) Also, implementing just weekly incremental backups wouldn't be adequate. need full backups to provide a reference point for incremental and differential backups.

What is used by a business to govern how employees use equipment and services such as telephone or Internet access provided to them at work?

Acceptable Use Policy (AUP) -An Acceptable Use Policy (AUP) sets out how someone is allowed to use a particular service or resource.

What personal protective equipment needs to be taken when servicing photocopiers and laser printers?

Air-filter mask. The products in toner powder are not classed as hazardous to health but dust can be a nuisance as it may cause respiratory tract irritation. (Note: There is no need to wear eye protection when servicing photocopiers and laser printers. The risk from toner powder is to the respiratory tract.)

What is the reason for removing jewelry prior to working on or near computer equipment?

Jewelry is made of conductive metals. -Additionally, jewelry caught in fans or touching connections can destroy the jewelry and the electronic components. -Removing jewelry prior to working on computer equipment is a standard practice. (Note: Jewelry is not likely to interfere with wireless signals on a computer.)

What are knowledge base articles?

Knowledge base (KB) articles are maintained by vendors to share information about issues that can arise. -Some companies have a knowledge base for tips and solutions regarding internal issues. -KBs are not a record of a support incident.

Difference between incident documentation and knowledge base articles?

Knowledge base articles are not a record of a support incident.

What material found in old cathode ray tube (CRT) monitors requires companies to follow specific guidelines when disposing of them?

Lead. -CRT (Cathode Ray Tube) monitors contain lead, which is considered a hazardous material. (note: CRT monitors contain capacitors, which represent a high risk of electric shock. Special care should be taken when handling these.)

A technician is setting up a change document for a new system. Which of the following does NOT need to be included?

List of logon attempts. -The change document does not need to include a list of logon attempts. -Only information pertaining to the state of the system is necessary.

What is required while moving equipment with sharp edges?

Moving equipment with sharp edges requires the use of a cart in order to avoid cuts and personal harm.

Is working on a carpeted surface area helpful for grounding?

NO. Working on a carpeted surface increases static electricity. It is best to work on a hard surface, if possible.

Can email be used to communicate about a problem or an incident?

No. -can be used but should not be used as official documentation of a support incident.

Does disposing of a Cathode Ray Tube (CRT) monitor require any personal protective equipment?

No. CRT monitor does not require any personal protective equipment unless it is broken. If broken, the monitor contains hazardous materials, including lead, and should be handled with caution.

Do u need to reboot after backup?

Not necessarily.

What is used by a business to define standards for creating password complexity?

Password policy

Which of the following is a chip programmed with asset data?

Radio Frequency ID (RFID) asset tag -An RFID scanner is used to track the device's location.

An Information Technology department is looking for a new inventory management system. Which of the following would be the best choice?

Radio Frequency Identification (RFID) database system -Using a scanner, an RFID system can efficiently update a database with the location of all equipment tagged with an RFID chip.

A technician has rebuilt a corrupt profile for a user and is now working to restore the user's data. Which of the following is required to recover a user's Encrypting File System (EFS) files?

Recovery key -Some networks have a recovery agent with the ability to recover the encryption key if it has been lost.

What is the best idea to test an individual file?

Restoring a file to a test directory is the best way to test an individual file. -This is also the best way to recover an individual file to the production environment.

Which of the following is not a method of testing a backup?

Restoring a file to the production environment. -Restoring a file to the production environment directly is not a safe idea. You risk overwriting critical files.

What is End User License Agreement (EULA)?

An End User License Agreement (EULA) is a license agreement with details on any restrictions regarding the use of the software.

What is Standard Operating Procedure?

An SOP is an inflexible, step-by-step listing of the actions that must be completed for any given task. Most critical tasks should be governed by SOPs. An SOP should contain the AUP.

What is an UPS (Uninterrupted Power Supply)

An UPS is designed to give enough time for power to fail-over to an additional power source, or to power down equipment gracefully.

When can an anti-ESD smock be useful?

An anti-ESD smock can be worn from the waist up over a technician's clothes if there is a risk of static from the clothing.

What can be stored in the "asset management database"?

An asset management database can be configured to store as much or as little information as is deemed necessary, though typical data would be -type, model, serial number, asset ID, location, user(s), value, and service information.

What kind of contaminants does ink cartridge contain?

An ink cartridge contains environmental contaminants other than mercury, cadmium, and lithium. Ink cartridges, like batteries, should also not be thrown out.

Lifting and handling equipment are common tasks for a technician. What type of object presents a risk of muscle and ligament damage if lifted incorrectly?

An object that is over the technician's weight limitation

Which of the following is a safe place to put components while working on hardware?

Anti-ESD (Anti-Electrostatic Discharge) mat -Sensitive components can be placed on the mat safely. The mats contain a snap that you connect to the wrist or leg strap.

How does anti-ESD shielding work?

Anti-ESD Shielding is packaging material that reduces the risk of ESD because it is coated with a conductive material.

Which of the following attaches to a technician's wrist or ankle to reduce the risk of electrostatic discharge (ESD)?

Anti-ESD strap. -An anti-ESD (Anti-Electrostatic Discharge) wrist or ankle strap can dissipate static charges effectively. -A strap is worn on the skin of the wrist or ankle. -The strap ground is made either using a grounding plug that plugs into a wall socket or a crocodile clip that attaches to a grounded point.

Why is it necessary to assess changes?

Assess changes are required after they are implemented and continuously work to improve the change management process.

What is NOT included in Information Technology (IT) inventory management?

Continuity of Operations Plan. -Inventory management is an aspect of an organization's Continuity of Operations Plan (COOP), but the COOP is not included in inventory management.

For a file-level backup, which of the following would be the best backup strategy?

Daily incremental backups, weekly full backups -A typical strategy for a complex network would be a full weekly backup followed by an incremental or differential backup at the end of each day.

Which of the following scenarios requires the use of safety goggles?

Destroying a disk with a drill. -this is done to avoid getting metal dust in the eyes.

Which of the following scenarios does NOT require the use of an air filter mask?

Disposing of a swollen battery -Disposing of a swollen battery requires the use of gloves and safety goggles to minimize any risk of burns from corrosive material.

Your company updates its Standard Operating Procedures (SOPs) once a year. This is an example of which change management best practice?

Document business processes. -Documenting business processes helps ensure continuity of operations when new employees start and former employees leave. -Any business process that happens throughout the day on a regular basis is a candidate for documentation.

How does ESD (electrostatic discharge) occur?

ESD (Electrostatic Discharge) occurs when a path is created that allows electrons to rush from a statically charged body to another with an unequal charge. -The electricity is released with a spark.

After noticing that many users were using insecure spreadsheets to keep track of passwords, your team wants your organization to adopt an open-source password management solution. You are drafting the Request for Change (RFC). In which section do you write about the end-user training plan?

End-user acceptance plan. - this includes the end-user training plan. -Your team should also consider recruiting test users. -Test users can help identify configuration modifications that need to be made and common pain-points to address during training.

What is Fair Use Policy?

Fair Use Policy is another name for AUP.

A user wants to backup all of the documents on a laptop. What type of backup should a technician recommend to the user?

File level backups allow users or technicians to restore individual files. -These backups are best when the whole system does not need to be backed up. -Users can maintain backups of their files local or on external media.

What are file level backups?

File level backups allow users or technicians to restore individual files. These backups are best when the whole system does not need to be backed up. -Users can maintain backups of their files local or on external media.

What is the term for providing a path of least resistance for the electrical current to flow?

Grounding. Grounding is providing a path of least resistance for an electrical current to flow away harmlessly if there is a fault that causes metal parts in the equipment to become live.

What does cable management refer to?

Grouping cables together to keep them out of the way. Sometimes this is as simple as using a Velcro strap to keep a set of cables bound together and prevent them from becoming a tangled mess.

A weekly task at a company is deploying Windows updates over the network. The technician in charge of the task wrote a script to roll back the updates if anything goes wrong. This is an example of which change management best practice?

Have a backout plan. -Every change should be accompanied by a rollback plan. This is the plan to follow when dealing with unexpected setbacks. Having a script ready to remediate a potential problem is a good backout plan. (Note: the technician's scripts are not involved in impact assessment or in scheduling the changes.

What are considered credible information you can find in the internet while troubleshooting?

-A knowledge base article by the vendor is a source of credible information. -A video produced by an industry leader regarding the same business application is likely a credible resource. -An article written by a support technician who has solved this issue.

What are included while setting up a change document for a new system?

-A printout of hash results is an unmistakable way of determining if the state of the system has changed. -Last modification dates of critical system files are important information from a security perspective. -A list of patches applied is also important system information that should be included to identify the state of the system.

What are the incidents that don't require notification for compliance purposes?

-A support ticket for the company president -An accident that does not result in injury is not likely to require notification for compliance purposes. -violation of an AUP does not initiate notification for compliance purposes.

What are included in inventory management?

-Hardware is a critical IT asset to track. An organization needs to maintain a database of information on each piece of equipment. -Configuration information needs to be updated and tracked. Technicians should remember to update configuration baselines and network diagrams following changes. -Software is another consideration in IT inventory management. For quick recovery in case of a disaster, the inventory management plan needs to track software versions, level of support, installation files, and licensing information.

What kind of approval does minor changes require?

-Minor changes only require that affected stakeholders be notified. -Minor changes do not require approval by the CAB. Major or significant changes might be managed as a separate project and require approval through a CAB (Change Advisory Board.)

What processes are not part of RFC (request for change)?

-Planning for changes -Assessing changes -Documenting business processes -baseline -system documentation. -A Standard Operating Procedure (SOP)

How to make sure backup files are accurate?

-Verifying the file count -Verifying all backup media and devices on a regular basis

Where should u NOT dispose of the leaking batteries?

-dumpster -recycle bin -storage bin

Where can u NOT find map-like representation of ur organization's network?

-knowledge base article. -in a support ticket. -in an AUP (acceptable use policy.)

What are not needed to be worn while servicing photocopiers or laser printers?

-no need to wear eye protection -no need to wear anti-ESD straps -no need to wear gloves

How is the static electricity increased?

-running a dehumidifier that dries out the air -working on a carpeted area. -wearing a fleece sweatshirt. An anti-ESD smock may be worn over a fleece sweatshirt to reduce the risk.

What does cable management NOT refer to?

-the performance of cables. -does not refer to eliminating cables by using more wireless devices. -does not refer to replacing old cables with faster or newer cables.

Does the CD (compact disk) drive contain toxic chemicals?

A CD (Compact Disk) drive does not contain toxic chemicals, but should be disposed of according to workplace guidelines. -Additionally, many municipalities have regulations that control the disposal of certain types of computer equipment.

Where should you find documentation on the purpose of a recent change made to a system?

A Request for Change (RFC) is a document that includes the purpose, scope, risk analysis, and plan for a proposed change. This is the formal document that gets submitted for approval.

What is Standard Operating Procedure (SOP)?

A Standard Operating Procedure (SOP) sets out the principal goals and considerations for performing a task and identifies lines of responsibility and authorization for performing it.

What is work instruction?

A Work instruction is step-by-step instructions for performing an installation or configuration task using a specific product or technology and credentials.

What is a backout plan?

A backout plan is a plan in case unforeseen problems arise when the change is made.

What is baseline useful for?

A baseline can be useful for troubleshooting changes to a system.

Which computer component may contain mercury, cadmium, and lithium, and should never be thrown out?

A battery -They should be disposed of according to hazardous waste guidelines.

While troubleshooting a business application, a technician is searching for helpful articles on the Internet. Which of the following is NOT credible source of information?

A forum of users trying to troubleshoot the same problem. -A forum of users attempting to troubleshoot the same issue may provide incorrect information if they are actively troubleshooting the issue. (for e.g: a group chat in pinterest regarding the the troubleshooting method of screen mirroring of two tvs.)

What is a line conditioner?

A line conditioner is a large, industrial power unit that can protect an entire power circuit from the effects of a surge or brownout.

What is schematic?

A schematic is a simplified representation of a network topology. -While a schematic provides some information about the location of equipment, it cannot hold all the information needed to identify inventory.

After noticing that many users were using insecure spreadsheets to keep track of passwords, your team wants your organization to adopt an open-source password management solution. You are drafting the Request for Change (RFC). In which section do you write about the security issue of the current password management practices?

Risk analysis -The risk analysis includes an analysis of both performing the change and not performing the change. In this section, you would address concerns about the current practice of keeping passwords in an unsecured spreadsheet.

Which of the following is included in the Request for Change (RFC)?

Scope of Change. -The RFC (Request for Change) includes details regarding the scope of the change. This includes which systems and business units the change affects.

Which type of incident is most likely to require notification for regulatory or compliance purposes?

Security incident involving a data breach.

What is self-grounding?

Self-grounding is a temporary method of releasing any built-up static electricity on yourself or your clothes before touching electrical equipment.

How should an electrical fire in a computer facility be handled?

Special gases should be used to extinguish fires in computer facilities. -The best type to use is a Carbon Dioxide (CO2) gas extinguisher. CO2 extinguishers have a black label. Dry powder extinguishers can also be used, though these can damage electronic equipment. (note: windows should remain closed. )

Which device provides passive protection to filter out the effects of spikes and surges?

Surge suppressor -They are low-cost and protect one or two pieces of equipment.

What is Consumer Product Safety Commission (CPSC)?

The Consumer Product Safety Commission (CPSC) is an agency that promotes safety of consumer products.

What is Environmental Protection Agency (EPA)?

The Environmental Protection Agency (EPA) is an agency that regulates materials safety and environmental legislation.

Which regulatory agency requires companies to provide a workplace that is free from recognized hazards?

The Occupational Safety and Health Administration (OSHA) -If the job involves exposure to specific known hazards, then personal protective equipment must be provided to those who will perform the work.

A technician has an idea for an improvement to a local application and submits a Request for Change (RFC), which is then approved. How can the organization benefit from the change management process in this situation?

The RFC allows the change to be planned for in a controlled way.

In which part of the change management process is a risk analysis completed?

The Request for Change (RFC) is an official request to make a change to a system or policy. -The risk analysis of the change is submitted with this documentation and is reviewed by a Change Advisory Board (CAB).

Technician A recently installed software that required modifications to folder permissions. Users are now having trouble with other software and receiving permissions errors. What can Technician B use to determine what changes were made during installation?

The Work Instruction is step-by-step instructions for performing an installation. It can be used to determine which folders' permissions were changed.

How often do you need to backup a critical application?

When changes are made to the application -You only need to backup critical applications when there is a change, such as an update or a configuration change. -You should make sure to include license information and product keys in a backup of an application. (note: don't need to perform daily or monthly backup for critical applications.)

Which of the following statements regarding electricity safety is accurate?

You can still suffer a severe electric shock while the computer is plugged in, even if it is turned off. -Power supplies have a high voltage in them any time the computer is plugged in, even if the computer power has been turned off. -Before you come into contact with any internal components, disconnect the power cord and press the power button to dissipate any remaining power in the system circuitry.

When should a company try to schedule downtime sensitively?

for any system change.

Which of the following is an efficient way to identify tangible inventory?

Barcode. -different sized parallel bars, typically representing a product number. -A barcode reader reports the number back to application software, which links it to a product in a database.

Why is it important to schedule backups during a backup window?

Because they negatively affect system performance. -If the backup requires transferring data over the network, it can slow the network down for all users. -Backups of databases can affect performance of applications relying on the database. -A backup window after hours minimizes the impact of backups on performance.

What is considered the proper lifting technique?

Bend your knees to reach the object while keeping your back as straight as is possible and comfortable and your chin up.

A technician submits a Request for Change (RFC) requesting a new software vendor for the help desk system. This request would likely require approval through which of the following?

Change Advisory Board (CAB) -Major or significant changes, such as a new software vendor and new help desk system, might be managed as a separate project and require approval through a CAB (Change Advisory Board). -Minor changes typically do not require approval by the CAB.

Your organization is updating the backup procedures to include an off-site backup location, in addition to the on-site backup. Which of the following is an example of an off-site backup location?

Cloud storage as a service

A technician maintains clients in a Virtual Desktop Infrastructure (VDI) environment and needs to configure backups for each department for disaster recovery purposes. What type of backup should the technician configure?

Image level backup. -Image level backups capture all of the information needed to restore a virtual machine. Also called a "bare-metal backup," an image level backup is appropriate for disaster-recovery.

What kind of backup is image level backup?

Image level backups capture all of the information needed to restore a virtual machine. Also called a "bare-metal backup," an image level backup is appropriate for disaster-recovery.

A technician uses a file level backup strategy for a user's files. Then, the technician creates a recovery image of the operating system and applications. Why did the technician create the file-level backup and the recovery image separately?

Images take a relatively long time to create without including user files. -Backing up user data separately means that a new image would not need to be made unless the configurations of the operating system or applications change

A technician submits a Request for Change (RFC) requesting to upgrade an application on a server. The upgrade is a minor change to the system. What level of approval is required for this Request for Change (RFC)?

Immediate supervisor. -RFCs should be considered at the appropriate level and affected stakeholders notified. -In this case, the change is minor so only the immediate supervisor needs to approve the RFC. -The company should have the approval process documented in a Standard Operating Procedure (SOP).

Where should a technician put a tablet with a leaking battery?

In a special, designated container. -Use gloves and safety goggles to minimize any risk of burns from corrosive material.

Although it varies among companies, where does a technician record a description of the problem and the solution?

Incident documentation -Incident documentation is used to track the details of a support ticket. -The content of the ticket will vary among companies. -Many companies maintain a standard operating procedure (SOP) regarding the handling of support tickets to ensure quality control.

What is the importance of a network diagram?

It is a useful tool for tracking network configuration and equipment location. (note: Network diagram is not a tool for inventory management, it's not the documentation that should be sent as a means of assisting and helping users, it should not be sent to 3rd party support because it should be treated as sensitive information and only be shared with people who have a need-to-know.)

What does risk analysis include?

The risk analysis includes an analysis of both performing the change and not performing the change.

What is the primary reason for using a rubberized electrostatic discharge (ESD) mat?

To ground the user and prevent the transfer of static electricity. -ESD mats lower the chances that a technician will sustain an electrostatic injury when touching components, and will reduce the risk of damage to the component.

Why does a company need to have an Acceptable Use Policy (AUP)?

To protect the organization from the security and legal implications of employees (or customers) misusing its equipment.

Where would you find a high-level map-like representation of your organization's network?

Topology diagram. -Network topology diagrams can be used to model physical and logical relationships at different levels of scale and detail. -Diagrams are the best way to capture the complex relationships between network elements. -They are also the most effective means of locating particular items within the network.

Which of the following is an example of self-grounding?

Touching an unpainted metal part of the PC -Touching an unpainted metal part of the computer, such as the power supply unit, will release any static electricity before you begin work. -This will decrease the risk of electrical shock.

A new feature is being developed for an internal application. It will change users' workflows significantly. In what way can the company obtain end-user acceptance prior to rolling out the change?

Trial the change first. -This gives developers a chance to work out bugs and workflow issues before implementing sweeping changes for users. -This also allows trial users to be able to train others when the changes are made system-wide.

Which device provides system-level power long enough to shut down the system gracefully?

UPS

When should a company assess the impact of the new feature?

after it has been implemented.