ITE 6.0 Chapter 13

ethically wrong and illegal (It is not permissible to install, copy, or share digital content (including software, music, text, images, and video) in violation of copyright and software agreements or applicable laws. This is legally and ethically wrong.)

A technician has copied several commercial movies to a company server to be shared with colleagues. How would this behavior be classified? - illegal but ethical - acceptable - ethically wrong but legal - ethically wrong and illegal

Politely interrupt the customer to take control of the conversation. (The only exception to the rule of interrupting a customer is when the customer is identified as a talkative customer. When a talkative customer is identified, the technician may politely step in and refocus the customer. The customer should not be placed on hold or transferred in an effort to take control. Open-ended questions should be avoided and close-ended questions should be used. Sympathizing with the customer or using industry jargon is not recommended as a method to take control with a talkative customer.)

As a technician, which method should be used with a talkative customer on a phone call? - Place the customer on hold or transfer the call. - Sympathize with the customer regarding the problem. - Use industry jargon to show understanding of computer technology. - Politely interrupt the customer to take control of the conversation. - Ask as many open-ended questions as needed after regaining control of the conversation.

data that is stored in RAM (Volatile data that is contained in cache, RAM, and CPU registers is lost when power is removed from the computer.)

During computer forensics investigations, which type of data is lost when power is removed from the computer?

three rules of communication with customers

Know - call the customer by name. Relate - create a one-to-one connection with the customer. Understand - determine the customer's level of knowledge about the problem.

volatile data

RAM, cache, and registries contain volatile data. Data in transit between a storage medium and a CPU is also volatile data. It is important to know how to capture this data, because it disappears as soon as the computer is turned off.

supported equipment and software & time of service availability (The contents of an SLA usually include the following: • response time guarantees (often based on type of call and level of service agreement) • equipment and software that is supported • where service is provided • preventive maintenance • diagnostics • part availability (equivalent parts) • cost and penalties • time of service availability (for example, 24x7; Monday to Friday, 8 a.m. to 5 p.m. EST; etc.))

What are two sections that are usually included in an SLA? - supported equipment and software - time of service availability - service provider part suppliers - home contact information of the technician - contact information of other clients

a call where a significant part of the IT infrastructure is down, affecting the ability of the company to do business (A "down" call usually means that a server is not working and the entire office or company is waiting for the problem to be resolved to resume business.)

What does it mean when a technician receives a "down" call?

entering a concise description of a customer problem into a ticketing system

What is a common responsibility of a level one call center technician? - receiving escalated work orders from a lower level technician - calling back customers and asking additional questions to solve the problem - entering a concise description of a customer problem into a ticketing system - remotely connecting to customer devices and implementing driver and software updates

A technician must only send solicited emails.

What is considered ethical behavior by a technician when communicating with a customer? - A technician can send mass emails to customers. - A technician can send forged emails to customers. - It is normal to send chain emails to customers. - A technician must only send solicited emails.

Ask occasional questions to clarify some points.

What is considered good communication practice for a technician to use when a customer is explaining a computer problem? - When the customer is speaking, interrupt frequently to clarify each point. - Have the customer realize that the problem is unimportant. - Ask occasional questions to clarify some points. - Do not waste time listening to the user.

a legal agreement that contains the responsibilities and liabilities of the service provider (A service level agreement (SLA) defines the level of service that a technician or service provider is obligated to provide to a customer. It outlines responsibilities and liabilities such as when and where service is to be provided, response time guarantees, and the penalties that are applied if the agreement is broken.)

What is the definition of the term SLA?

netiquette (Netiquette is a set of general rules used when communicating with other people over the Internet to ensure that the communications stay professional. Avoiding flames, spam, and writing in capital letters, as well as respecting the privacy of others, are examples of good netiquette.)

What name is given to a certain set of general rules that apply to written communication over the Internet?

the ability to translate a description of a customer problem into a few succinct sentences and enter it into the work order

What skill is essential for a level one technician to have? - the ability to gather relevant information from the customer and pass it to the level two technician so it can be entered into the work order - ability to take the work order prepared by the level two technician and try to resolve the problem - the ability to ask the customer relevant questions, and as soon as this information is included in the work order, escalate it to the level two technician - the ability to translate a description of a customer problem into a few succinct sentences and enter it into the work order

remotely updating drivers and software on customer computers & gathering diagnostic information from a customer computer (Level two technicians are primarily tasked with receiving and working on escalated work orders. Their tasks involve using remote access software to connect to the computer of a customer to perform maintenance and fixes.)

What two roles or tasks are associated with level two technicians? - remotely updating drivers and software on customer computers - gathering diagnostic information from a customer computer - prioritizing incoming calls according to their severity - gathering customer information to initiate a work order - escalating a trouble ticket to a higher level technician

A customer's phone list is customer property and must be kept private.

Which is true regarding the treatment of customer property? - Data left on a customer's PC is not property because it is visible to others. - A technician does not have to care about copies of customer files because it is not the original. - A customer's phone list is customer property and must be kept private. - Customer property is limited to hardware.

It is a place to provide computer support to customers. (A call center might exist within a company and offer service to the employees of that company as well as to the customers of that company. Alternatively, a call center might be an independent business that sells computer support as a service to outside customers. In either case, a call center is a busy, fast-paced work environment, often operating 24 hours a day.)

Which statement best describes a call center? - It is a help desk environment where the customers go with their computers to have them fixed. - It is a place to provide computer support to customers. - It is a help desk used by customers to make an appointment to report their computer problems. - It is a busy, fast-paced work environment that documents computer problems after they have been repaired by technicians.

hard disk drives & solid state drives (Persistent data is data stored on an internal or external hard drive, or an optical drive. Data is preserved when the computer is turned off.)

Which two data storage locations contain persistent data that can be used by computer forensics specialists? - hard disk drives - CPU registers - solid state drives - RAM - cache

SLA

a contract that defines expectations between an organization and the service vendor to provide an agreed-on level of support

knowledge base

a database that is preprogrammed with common problems and their solutions

netiquette

a list of rules to use for communicating through email, text messaging, instant messaging, and blogs

remote access software

can be used by a help desk technician to access a customer's computer to check or modify the configuration

persistent data

data that is stored on a local drive, such as an internal or external hard drive, or an optical drive. When the computer is turned off, this data is preserved.

level one helpdesk technician responsibilities

gathering pertinent information from the customer, accurately entering all information into the ticket or work order, solving problems if possible, otherwise sending to level two

chain of custody

how evidence was collected, where it has been physically stored, and who has had access to it between the time of collection and its entry into the court proceedings

escalated work order

prepared by a level one technician to explain a technical problem to a level two technician who will handle the problem

close-ended questions

questions that a customer can answer with "yes" , "no" or a simple factual response.

cyberlaw

the international, regional, country, and state laws that affect computer security professionals

first response

the official procedures employed by those people who are qualified to collect evidence. System administrators, like law enforcement officers, are usually the first responders at potential crime scenes.