Week 16 vocabulary deck
Operational Procedures and Professional IT Support
Say the definition before you flip. Use the example and distinction to repair fuzzy terms, then take the separate vocabulary quiz.Vocabulary lab
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Explain the term before you reveal the back. Then compare your explanation with the definition, example, and warning.
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- SLA
- A service-level agreement defines expected service targets such as response time, availability, or support responsibilities. Example: A support team prioritizes an outage according to the response target in the SLA. Do not confuse it with: Do not confuse an SLA with a troubleshooting procedure.
- change management
- Change management is the controlled process for planning, authorizing, implementing, documenting, and reviewing system changes. Example: A firewall rule change is approved, scheduled, tested, and documented. Do not confuse it with: Do not confuse change management with making an unrecorded quick fix.
- rollback plan
- A rollback plan describes how to return to the previous known state if a change fails. Example: A configuration backup is prepared before a risky update so the old settings can be restored. Do not confuse it with: Do not confuse rollback with verification; rollback is the recovery path if verification fails.
- asset inventory
- An asset inventory records managed devices, identifiers, ownership, location, or lifecycle information. Example: A school tracks laptops by asset tag and assigned location. Do not confuse it with: Do not confuse inventory with a one-time physical count that is never maintained.
- incident
- An incident is an unplanned event that disrupts or threatens normal service and requires response. Example: A malware detection on a staff laptop is handled as a security incident. Do not confuse it with: Do not confuse an incident with every routine service request.
- acceptable use policy
- An acceptable use policy defines permitted and prohibited use of organizational systems and resources. Example: Users are informed that unauthorized software installation is not allowed on managed devices. Do not confuse it with: Do not confuse policy with a technical control; policy states expectations.
- chain of custody
- Chain of custody documents who collected, handled, transferred, and stored evidence over time. Example: A storage device collected during an incident is logged each time possession changes. Do not confuse it with: Do not confuse chain of custody with simply naming the original owner.
- backup
- A backup is a recoverable copy kept to restore data or configuration after loss or failure. Example: A known-good configuration export is saved before a major change. Do not confuse it with: Do not confuse backup with a rollback procedure; a backup can support rollback but is not the plan itself.
- remote support
- Remote support lets an authorized technician assist a user or system from another location using approved tools. Example: A technician connects to a managed workstation with user awareness and proper authorization. Do not confuse it with: Do not confuse remote support with unattended unauthorized access.
- script
- A script is a sequence of commands or instructions used to automate repeatable tasks. Example: A support script gathers system information consistently from a managed computer. Do not confuse it with: Do not confuse a script with artificial intelligence; scripts follow explicit instructions.