8 Core 2: Operational Procedures and Practice Free Online FlashCards

What makes a service ticket useful to the next technician?

Record the issue and relevant user and device details, category, severity, progress, escalation, and resolution. Keep notes factual, concise, and professional.

What should a useful IT status update communicate?

State what is known, what is being done, and when the next update is expected.

What information can asset records connect to an equipment ID?

An inventory or CMDB can link asset IDs to device details, assigned users, warranty, licensing, procurement, and configuration. Update records when equipment changes ownership or status.

What defines a standard change?

A standard change is low-risk, repeatable, and preapproved under an established procedure.

What safeguards should be arranged before a production change?

Assess dependencies and impact, obtain required approval, test where practical, arrange peer review, and plan a rollback before implementation.

What is generally required to restore from incremental backups?

Restore the full backup and each required incremental set through the desired recovery point. Each incremental contains changes since the most recent backup of any type.

What is generally required to restore from differential backups?

Restore the full backup and the latest differential backup. A differential contains changes since the most recent full backup.

What does the 3-2-1 backup approach require?

Keep at least three copies of important data, on two types of media, with one copy offsite.

Why should backups be tested with restore operations?

Test restores regularly to confirm that required data can actually be recovered; a successful backup job alone does not prove recovery works.

What is the purpose of a grandfather-father-son backup rotation?

A grandfather-father-son rotation retains backup sets at different intervals, such as daily, weekly, and monthly.

What precautions protect a technician and components when servicing a PC?

Disconnect power before working inside a PC and use appropriate ESD precautions, such as an ESD strap or mat and proper component handling.

What steps support safe, authorized remote support?

Verify the user and obtain consent before connecting remotely, explain the actions being taken, and end the session when the work is complete.