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220-1102 > Supporting Network Operations > Flashcards

Supporting Network Operations Flashcards

1
Q

Incident vs problem

A

Incident is one time issue
A problem is reoccurring

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2
Q

Ticket categories

A

Requests
Incidents
Problems

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3
Q

Shifting left

A

Downgrade the ticket tier

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4
Q

What you should be writing in your tickets

A

Problem description
Progress notes
Problem resolution

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5
Q

Knowledge Base Articals

A

Repository of issue / problem resolutions
Can be internal / private
And external / public

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6
Q

Asset management

A

Managing your assets throughout their lifecycle

Development
Operation
Maintenance
Upgrade
Disposal

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7
Q

Asset Management Database

A

Database to store detailed information about assets
Associate users with workstations

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8
Q

Unique Asset Tag / ID

A

Unique identifiers for assets

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9
Q

Procurement Lifecycle

A

Birth to death of an asset

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10
Q

Standard changes

A

Pre authorized

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11
Q

Normal changes

A

Authorization is gained

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12
Q

Emergency changes

A

Expedited
Emergency change advisory board (ECAB)

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13
Q

Rollback plan

A

Plan of action when something goes wrong

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14
Q

Change request form

A

Attempt to get approval for a change

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15
Q

Purpose of the change

A

What is the reason? Why do we need it? What is the problem?

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16
Q

Scope of the change

A

How big is this change? What will be affected?

17
Q

Risk analysis of change

A

What impact will there be on risk?

18
Q

Affected systems / impact

A

How will it affect the schedule? How much will it cost?

19
Q

Change Advisory Board (CAB)

A

Technical experts
Business experts
Senior leaders

20
Q

Risk analysis

A

Determine high medium low risk

21
Q

End user acceptance

A

Make sure people know how to use that new system

22
Q

Sandbox testing

A

Quarantined small batch testing before a big change

23
Q

(AUP) Acceptable use policy

A

Sign a document saying you’re going to use your computer the way the company approves of

24
Q

Standard operating procedure

A

Step by step list of actions on how to do a thing

New user set ups
End user terminations
Software installation

25
Q

Incident reports / after action report (AAR)

A

Gathers the opinions of all involved for investigation
Figure out the cause
How to prevent it from happening again

26
Q

Network topology diagram

A

Diagram of the network hardware and another for logical connections

27
Q

Regulatory compliance

A

Terms of agreement

28
Q

Splash screen

A

Shows up when you log in

You are agreeing to the terms of the acceptable use policy

29
Q

End user termination checklist

A

How to deal with a user leaving the company

30
Q

New users setup checklist

A

How to onboard a new employee

31
Q

Procedures for installing new software

A

Steps for how to install new software

220-1102 (25 decks)

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