EPA AM1 Revision Flashcards PDF

Assessment Method 1 Revision FLASHCARDS Assessment Method 1 Professional Discussion Preparation To prepare for these suitably, please use this PowerPoint in Display Setting ‘Slide Show’.  KSB Criteri a K1 Explains the principles of system backup/stor age ...

Assessment Method 1 Revision FLASHCARDS Assessment Method 1 Professional Discussion Preparation To prepare for these suitably, please use this PowerPoint in Display Setting ‘Slide Show’.  KSB Criteri a K1 Explains the principles of system backup/stor age Question 1: Define what a backup is. Answer: Backup is the process of creating a copy of the data on your system that you use for recovery in case your original data is lost or corrupted. K1 Question 2: What kinds of backup solutions are there? Answer : There are a variety of backup solutions that can be used depending on the need. These are as follows: Full backup – A complete backup of all data and files on a system. This is a comprehensive backup which can be time- consuming for companies. Incremental backup – Is a solution that only backs up changes made since the last backup. Differential backup – This is similar to an incremental backup. However, this only backs up changes since the last full backup. K1 Question 3: What kinds of storage solutions are there? Answer: There are a variety of backup solutions that can be used depending on the need. These are as follows: Cloud-based Storage Solution – Storing data via offsite servers which can be assessed with an internet connection. Some benefits are that you can access the data anywhere and that the data is continuously synching. An example of a cloud-based storage solution would be OneDrive. Physical Storage – Where data is stored on the computer or within onsite servers. Some benefits of physical storage are that they can provide high- performance storage with fast read and write speeds as well as being more secure, as the data is stored locally and not accessible to third-party providers. An example of physical storage solutions would be hard disk drives and solid-state drives. K1  KSB Criteri a K2 Basic elements of technical documentatio n and its interpretation. When using documents for research, how do you decide if your source is trustworthy? Answer: When determining the trustworthiness of a source, you need to consider how the information is backed by a credible reference/author. Additionally, using your own company’s personal knowledge base can also be considered trustworthy as this will be technicians who have previously completed tasks and logged the steps they’ve taken to be followed for future use. K2  KSB Criteri a K3 S2 Identifies and applies the principles of root cause problem solving using fault diagnostic tools and techniques for troubleshooting and rectification Question 1: Define what root cause problem- solving is. Answer: Root cause problem-solving is a troubleshooting approach which aims to identify the underlying source of a problem or issue. Addressing the root cause aims to prevent similar problems from occurring in the future. K3 S2 Question 2: What are the 6 stages of the CompTIA troubleshooting model? Answer: The CompTIA troubleshooting model is a structured troubleshooting approach to assist technicians in resolving an issue. The 6 stages are as follows: 1. Identify the problem – Find out what the issue is through open-ended questions. 2. Establish a theory – Start thinking about what could have happened to cause the issue. 3. Test the theory – Determine the cause. If the theory is proven true, then decide what the next steps are. If the theory isn’t true, revisit other probable causes. 4. Establish a plan – A plan of action is now established to resolve the issue and implement a solution. 5. Verify system functionality – Verify that the system works as expected. 6. Document findings, actions and outcomes - Important as it can lead to issues being avoided in the future, resolved quicker and generates a culture of sharing good practices. K3 S2  KSB Criteri a K4 Outlines the principles of basic network addressing for example: binary Question 1: Define what an IP Address is. Answer: Each device on an IP network requires 3 different pieces of information to correctly communicate with other devices on the network: an IP address, a subnet mask, and a broadcast address. You will usually see each of these numbers written as four “octets”. For example: IP Address: 192.168.1.10 Subnet Mask: 255.255.255.0 Broadcast Address: 192.168.1.255 Every IP address is made up of two pieces: a “network” portion and a "host" portion. A subnet mask tells a device which part of its IP address is the network part, and which is the host part. K4 Question 2: Define what a MAC Address is. Answer: A MAC Address is a unique identifier assigned to each network interface controller (NIC). MAC addresses are used for communication between devices on the same physical network segment. K4 Discuss the difference between static & dynamic addressing Answer: Static addressing is where an IP address is manually assigned and designed to be permanent, such as a router, switch, server etc. Dynamic addresses are temporary and automatically assigned to nodes/devices when they connect to a network. K4  KSB Criteri a K5 Describe the key principles of cloud and cloud-based services Question 1: Define the key principles of cloud computing. Answer: Cloud computing allows for on-demand computing and broad network access that allows for resource pooling, scalability and elasticity. On-demand - high availability, cloud computing is “always on” and available when it’s needed Broad network access - users can access a range of network resources from a variety of devices and locations Resource Pooling - cloud providers being able to supply a service to multiple customers at the same time; with services offered and provided being unique to the customer Scalability - the ability to increase or decrease IT resources as needed Elasticity - The ability to adjust the resource of a system based on demand without clients or end users noticing a difference K5 Question 2: Define what cloud- based services are. Answer: There are a variety of cloud-based services. These are as follows: Software as a service: A cloud-based method of providing software to users. SaaS users subscribe to an application rather than purchasing it once and installing it. Users can log into and use a SaaS application from any compatible device over the Internet. The actual application runs on cloud servers that may be far removed from a user's location. Platform as a service: A complete development and deployment environment in the cloud, with resources that enable you to deliver everything from simple cloud-based apps to sophisticated, cloud-enabled enterprise applications. You purchase the resources you need from a cloud service provider on a pay-as-you-go basis and access them over a secure Internet connection. Infrastructure as a service: IaaS, is a type of cloud computing service that offers essential computing, storage, and networking resources on demand, on a pay-as-you-go basis. K5 Question 3: Discuss the different forms of cloud deployment models. Answer: There are four forms of cloud deployment models: Private Cloud: A cloud environment deployed for the exclusive use of a single organisation. An organisation can have multiple cloud users belonging to different business units. Private cloud infrastructure can be either on or off-premise, depending on the organisation. They may individually own and manage the private cloud or assign this responsibility to a third party, i.e., cloud service providers, or a combination of self-managed and 3rd party managed. Public Cloud: The cloud infrastructure deployed for the use of the public. This public cloud model is deployed by cloud vendors, Govt. organisations, or both. The public cloud is typically deployed at the cloud vendor's premises. Subscription based, either free or a cost, which can be discounted based on volume. Public cloud is secure. Community Cloud: A cloud infrastructure shared by multiple organisations that form a community and share common interests. It is owned, managed, and operated by organisations or cloud vendors, i.e., third parties. Hybrid Cloud: Hybrid Cloud infrastructure includes two or more distinct cloud models such as private, public, and community. While K5  KSB Criteri a K6 / K11 Analyses the fundamentals and principles of networks and components  Question 1: What components are within a physical network and what function do they have within it? Answer: The physical network consists of the cables (coaxial cable, twisted pair, fibre optic, and telephone lines) that connect the different hardware residing on the network, the adapter used on computers connected to the network (hosts), and any concentrators, repeaters, routers, or bridges used in the network. K6 /11  Question 2: What components are within a virtual network and what function do they have within it? Answer: A virtual network emulates a physical network. It does this by sitting on top of a physical network and combining software to form a single unit. As a result, there is a mix of components involved. Such as: Physical server – This server plays a crucial role within a virtual network as here software will be utilised to create a virtual environment. Vswitch– This is a software-based network switch within a virtual network. It enables communication between virtual machines by routing network traffic between them. There are different kinds of Vswitches which have different uses. These are: Private Vswitch, Internal and external. Firewall/threat detection system – A firewall acts as a security barrier that monitors and filters network traffic between virtual machines. VPN – A VPN, or Virtual Private Network, creates an encrypted connection over a public network, such as the internet, to connect remote users to another network. Virtual server – This is a software-based emulation of a physical server within a virtual network. This server will host applications, services or resources for the virtual network; providing scalability and flexibility in resource K6 /11and management. allocation  KSB Criteri a K7 Principles of cultural awareness and how diversity impacts on delivery of support tasks Question 1: What is cultural awareness and how can this be applied within your role? Answer: Cultural awareness is being sensitive to the differences and similarities between two cultures when communicating and interacting. There should be a display of openness and respect for different values, attitudes, religions, languages etc. K7 Question 2: What is diversity and how does this differ from cultural awareness? Answer: Diversity is the practise of including or involving people from a range of different social and ethnic backgrounds and of different genders and sexual orientation. Diversity should have a positive impact in the workplace, but the impact it can have on the delivery of support tasks can mean an adjustment to how we work. Diversity and cultural awareness should be celebrated, and during certain periods such as Diwali or Ramadan people’s availability to provide or receive support can change due to the celebrations, or customs associated with these events. Similarly, during lent adjustments might have to be made in providing or receiving support. In addition, every worker and every employer is protected by the equality act and individual employers will have their own EDI policies to be followed. These protect workers from discrimination and ensure equal treatment regardless of their age, gender, gender reassignment, sexual orientation, disability, race, religion or beliefs, marriage and pregnancy or maternity. Every worker will fall under at least one of those characteristics, so support tasks need to be carried out in line with the EDI policy and adhere to the equality act. K7  KSB Criteri a K8 Methods of communicatio n including level of technical terminology to use to technical and non-technical stakeholders  Question 1: What uses and benefits do different communication methods provide? Answer: When choosing the communication method for my task, I need to consider the purpose of the interaction. For example, I can communicate with my colleagues face-to-face where we can communicate in a more complex manner regarding an issue trying to be resolved. Whilst emails would be more suited to the customer for a more formal update on the task which, depending on the users technical understanding, can be simplified so the customer understands what has been done. Ticket notes are another form of communication which is used for updating people. Ticket notes are used to create a structured record of interactions for colleagues to read and potentially used in the future as a point of reference if the task reoccurs. K8  KSB Criteri a K9 Different types of maintenance and preventative methods Question 1: What is the difference between preventative and reactive maintenance? Answer: IT maintenance is essential to the successful running and upkeep of computer systems. There are four key maintenance types: Corrective maintenance - carried out following the detection of an anomaly or fault and aims to restore normal operating conditions as soon as possible after the fault has occurred. Preventative/Predictive maintenance - carried out at predetermined intervals or according to prescribed criteria, aimed at reducing the failure risk or performance degradation of the equipment. The maintenance cycles are planned according to the need to take the device out of service. The incidence of operating faults is reduced. Risk-based maintenance - carried out by integrating analysis, measurement and periodic test activities to standard preventive maintenance. The gathered information is viewed in the context of the environmental, operation and process condition of the equipment in the system. The aim is to perform the asset condition and risk assessment and define the appropriate maintenance program. All equipment displaying abnormal values is refurbished or replaced. Condition-based maintenance - based on the equipment performance monitoring and the control of the corrective actions taken as a result. The real actual equipment condition is continuously assessed by the on-line detection of significant working device parameters and their automatic comparison with average values and performance. Maintenance is carried out when certain indicators give the signalling that the equipment is deteriorating, and the failure probability is increasing. K9  KSB Criteri a K10 S4 Operate safely and securely across platforms and responsibilities applying the key principles of security including the role of People, Product and Process in secure systems.  Question 1: Discuss how you operate safely in your role and across which platforms. Model Answer: There are many platforms within my work network on which I must operate securely; these include domain security ensuring users and groups have correct access and username and password policies are set up correctly. Remote devices need to be quarantined and approved to have access to network services such as OneDrive and Email. To ensure network security, laptops and PCs need hotfixes and patches to be installed, updates are managed and distributed at server level. K1 S4 0  Question 2: In relation to the above, describe the role of people, products and processes that are involved in keeping systems secure. Model Answer: Many people are involved in the security of our systems, all end users have a duty to protect their credentials and devices and must adhere to our IT Usage policy, data protection policy and the computer misuse act. This ensures that data is kept safe, no unauthorised access or sharing takes place and systems are protected through passwords; these include our own desktops/laptops, OneDrive accounts, email accounts etc. As well as 3rd party services such as our LMS, CRM & our customer feedback platform. K1 S4 0  KSB Criteri a K13 A basic awareness of legislation in relation to disposal of waste materials for example WEEE Question 1: Define what WEEE is Answer: Electrical and electronic equipment EEE) is regulated to reduce the amount of waste electrical and electronic equipment (WEEE) incinerated or sent to landfill sites. Reduction is achieved through various measures which encourage the recovery, reuse and recycling of products and components. K13  KSB Criteri a K14 Fundamental principles of operating systems, hardware system architectures and devices Question 1: What is an Operating System? Answer: An Operating System (OS) is a fundamental software that manages and controls a computer’s hardware and provides a platform for running applications. An OS can be split into Open-Source Operating Systems which are freely available to the public to be modified. An example of this would be Linux. Another form of OS is Closed- Source Operating Systems which is controlled and developed by a single organisation. An example of this would be MacOS. K1 4  Question 2: What are the common internal components in computing devices? What role and importance do they have? Answer: Some of the most known are: Motherboard – Connects and manages all internal components and serves as the backbone of the computer, enabling communication between components. Random Access Memory (RAM) – Computer’s short-term memory. Better known as volatile memory. The more RAM the device has, the smoother the multitasking and faster program execution. Storage Devices – Examples can be Hard Drives (HDD) and Solid- State Drives (SSD), these are the components which store the operating system, software and user data. Network Interface Card (NIC) – Allows the device to connect to networks and enables internet access and network communication. Central Processing Unit (CPU) – Determines the device’s processing power and affects overall performance. Can be referred to as the “brain” of the computer. It is responsible for executing instructions and performing calculations on the device. Graphics Processing Unit (GPU) – Handles graphical tasks and is essential for video editing, graphics-intensive applications and gaming. Power Supply Unit (PSU) – Provides electrical power to the computer components. A PSU is important to prevent system instability or damage. K1  KSB Criteri a K15 The principles of remote operation of devices including how to deploy and securely integrate mobile devices into a network. Question 1: Discuss principles of how devices can be operated remotely. Model Answer: Remote operation of devices is to be able to control and use a device or object that is hosted in a different location to that of the person controlling or using it. There are various tools such as Remote Desktop Control (RDC), Virtual Network Connection (VNC) software which allows for connections to devices in a different place that can be installed and deployed to allow for remote support to take place. K15 Question 2: How are mobile devices deployed and securely integrated into networks? Answer: Deployment of mobile devices can be done physically or remotely. Using management tools such as Intune which allows for devices to be deployed, managed, wiped and removed from networks within the software console. Mobile devices can be integrated into networks using domain credentials and multi-factor authentication when they access network services such as email, file servers, cloud-based services from a location that isn’t their usual place of work. K15  KSB Criteri a K16 Fundamental principles of peripherals  Question 1: What is a peripheral device? Answer: A peripheral device is an external hardware component connected to a computing device to expand its functionality or provide additional input, output or storage. An input peripheral device allows users to provide data or instructions to the computer. An output peripheral device allows devices to display or provide information to the user. A storage peripheral device stores data externally and can be used for backup, K1  Question 2: What examples can you give of the different kinds of peripherals? What is the role of drivers and firmware in their functionality? Answer: A peripheral device provides functionality in a variety of ways: Input peripherals like keyboards, mice and touchscreens enable users to provide data and commands but also navigate and interact with software. Output peripherals like monitors, printers and speakers deliver information, visuals and sound to the user. Storage peripherals like external hard drives and USB flash drives provide additional storage. Drivers are software components which enable communication and ensure compatibility between the OS and the peripheral. Firmware is a type of software that resides in within the hardware of the peripheral itself and provides low-level control and instructions to the K1  KSB Criteri a K17 The principles of virtualisation of servers, applications and networks. Question 1: Discuss principles of server virtualisation Answer: Server virtualisation is the process of partitioning a physical server into several smaller virtual servers. This is done using a Hypervisor, which is software that allows the management of virtual machines such as VMWare or Hyper-V. K17 Question 2: Discuss principles of application virtualisation Answer: Virtual applications are applications that run either on-premises or via cloud that do not need to be installed locally (on the end user device) but runs as though it is, through an internet or network connection to the native install location. K17 Question 3: Discuss principles of network virtualisation Answer: Virtual networking can include VPNs which is Virtual Private Network. A VPN creates an encrypted virtual connection between two separate networks, often employees working from home or away from their usual place of work use a VPN to connect to their employer’s network through PtP, which is a private-to-private connection through public. Virtual networking can also include a virtual LAN or WAN whereby VMs and virtual servers have network management software installed which act as virtual switches and routers and are all managed through the software. K17  KSB Criteri a K18 Principles of disaster recovery, how a disaster recovery plan works and their role within it  Question 1: What is a disaster recovery plan? Answer: In the IT industry, where data and technology are central to operating, disaster recovery plans are essential. A disaster recovery plan is a comprehensive strategy and set of procedures that an organisation puts in place to recover and restore its systems and data. These disasters could be natural disasters such as earthquakes, human-made disasters such as cyberattacks or equipment failures or any event that could severely impact an organisation’s IT infrastructure. K1  Question 2: Why are disaster recovery plans significant to follow? Answer: Disaster recovery plans are significant for a company to have because: Business Continuity – With IT systems being at the heart of most organisations, ensuring rapid recovery of these systems is crucial for maintaining business operations. Minimising downtime is important in allowing the organisation to continue functioning even during a crisis. Data Protection – A disaster recovery plan will usually include measures to backup and safeguard data, ensuring its integrity and availability. This is essential for compliance with data protection regulations and maintaining customer trust. Reputation Management – Failing to recover from a disaster can tarnish an organisation’s K1 reputation. Customers and clients may lose  KSB Criteri a K19 Principles of Test Plans, their role and significance Question 1: In what instances would you use a test plan? Answer: In the IT industry, test plans are commonly used in troubleshooting and in certain situations rolling out devices to ensure that systems and devices function correctly and meet performance expectations. When troubleshooting, IT professionals create test plans to systematically identify and isolate issues. Test plans can also be used to verify hardware/software installation, making sure it has been installed correctly and functions as expected. K19  KSB Criteri a K20 Fundamentals of purpose, creation and maintenance of asset registers  Question 1: What is the importance of having an asset register and what role does this have? Answer: An asset register is a record of an organisation’s assets. This can be hardware equipment, software, infrastructure and other resources. There are a variety of benefits to having an asset register, these are: Tracking – The importance of having an asset register is to provide a centralised database of all assets, making it easier to track their location, condition and status. Financial management – An asset register can also play a crucial role in financial management by helping an organisation understand the value of its assets. Maintenance & repairs – An asset register can include maintenance schedules and histories allowing an organisation to proactively schedule maintenance, reduce downtime and extend the lifespan of assets. K2 0  KSB Criteri a K23 Outlines the basic elements of infrastructure architectures including Wi- Fi and wired networks. Question 1: Discuss Network Architecture Answer: Network architecture is the structure of an IT system containing the interrelationships between its components and their relationship with the surrounding environment. I.e., how devices interact with each other. K2 3 Question 2: Discuss Network infrastructure Answer: Network infrastructure is the components of hardware, software and networking required to operate and manage IT systems and environments. K2 3 Question 3: Discuss a typical enterprise network Answer: A typical enterprise network might consist of the following: Mesh topology showing the architecture with required hardware which includes server(s), client devices such as PCs and laptops. Network hardware including but not limited to switch, router, wireless access point, cables, firewall, UPS. Then required software which includes but not limited to, server OS, client OS, firewall, NAT, anti-virus etc. K2 3