comptia-a-plus-core2/flashcards/OPS-flashcards.json

{
  "OPS-1": [
    {"front": "What is the U-D-I-S-R memory trick for tickets?", "back": "User, Device, Issue, Severity, Resolution - the core fields a support ticket should capture."},
    {"front": "What is the shortcut phrase for why documentation matters?", "back": "If it is not documented, the next tech cannot trust what happened."},
    {"front": "What information should a ticket record besides user, device, and issue?", "back": "Category, severity, escalation level, progress notes, and resolution."},
    {"front": "What is a CMDB?", "back": "A configuration management database used as part of asset management to track inventory and configuration details."},
    {"front": "What does asset management track about a device?", "back": "Inventory, asset tags and IDs, procurement life cycle, warranty and licensing, and assigned users."},
    {"front": "What is an SOP?", "back": "A standard operating procedure - a repeatable, documented process for performing a task."},
    {"front": "What is an SLA?", "back": "A service level agreement that defines the expected level of service, such as response or resolution times."},
    {"front": "What is the purpose of a knowledge base article?", "back": "It helps future technicians solve known issues by documenting solutions to past problems."},
    {"front": "Name three document types used in IT operations besides SOPs.", "back": "Incident reports, onboarding/offboarding checklists, and SLAs (knowledge base articles and package installation procedures are also examples)."},
    {"front": "Why are asset tags important?", "back": "They connect devices to users, warranty information, and lifecycle records."},
    {"front": "Why do tickets need enough detail for handoff?", "back": "So another technician can pick up the issue and continue work, and so trends can be analyzed across many tickets."},
    {"front": "What is the procurement life cycle in asset management?", "back": "The stages a device goes through from purchase/acquisition through use to retirement or disposal."}
  ],
  "OPS-2": [
    {"front": "What is the P-S-R-B-R memory trick for change management?", "back": "Purpose, Scope, Risk, Backup, Rollback - key elements of a change plan."},
    {"front": "What is the shortcut phrase about rollback plans?", "back": "A change without rollback is a bet, not a plan."},
    {"front": "What is a standard change?", "back": "A low-risk, preapproved, repeatable change."},
    {"front": "What is a normal change?", "back": "A planned change that requires review and approval before implementation."},
    {"front": "What is an emergency change?", "back": "An urgent change made to fix a major risk or outage; it may happen faster but still needs documentation afterward."},
    {"front": "What should a change plan include besides purpose, scope, and risk level?", "back": "Change type, schedule, affected systems, responsible staff, approvals, backup, rollback plan, sandbox testing, implementation steps, peer review, and end-user acceptance."},
    {"front": "What is the purpose of sandbox testing in change management?", "back": "It lets a change be tested in an isolated environment before being applied to production systems."},
    {"front": "Why is peer review part of change planning?", "back": "It helps catch mistakes before the change is implemented."},
    {"front": "What is a maintenance window?", "back": "A scheduled time period for making changes that reduces impact on users."},
    {"front": "What is a change freeze?", "back": "A period during which noncritical changes are blocked, typically during sensitive business periods."},
    {"front": "Scenario: A technician needs to update server software but the update could cause downtime. What should be prepared before implementing the change?", "back": "A backup and a rollback plan should be prepared, along with approvals and a scheduled maintenance window, so the system can be restored if the change fails."},
    {"front": "Scenario: A critical production server is down and needs an immediate fix outside the normal approval process. What type of change is this, and what must still happen afterward?", "back": "This is an emergency change; even though it bypasses normal advance approval, it must still be documented after the fact."}
  ],
  "OPS-3": [
    {"front": "What does the F-I-D-S memory trick stand for?", "back": "Full, Incremental, Differential, Synthetic full - the four backup types."},
    {"front": "What is the shortcut phrase about backups and restores?", "back": "Backups are promises; restore tests prove them."},
    {"front": "What is a full backup?", "back": "A backup that backs up all selected data."},
    {"front": "What is an incremental backup?", "back": "A backup that backs up changes since the last backup of any type (full or incremental)."},
    {"front": "What is a differential backup?", "back": "A backup that backs up changes since the last full backup."},
    {"front": "What is a synthetic full backup?", "back": "A full backup built from previous backup data rather than copying all data again from the source."},
    {"front": "What is the trade-off of incremental backups?", "back": "They are small and fast, but the restore chain can be longer because multiple incremental backups must be applied in sequence."},
    {"front": "What happens to differential backups over time?", "back": "They grow larger until the next full backup is performed."},
    {"front": "What does the 3-2-1 backup rule mean?", "back": "Three copies of data, on two different media types, with one copy stored offsite."},
    {"front": "What is grandfather-father-son backup rotation?", "back": "A backup rotation scheme using a hierarchy of backup sets (e.g., monthly, weekly, daily) to retain different backup ages."},
    {"front": "What are the two restore options mentioned for recovering data?", "back": "Restore in place (to the original location) or restore to an alternate location."},
    {"front": "Why should restore tests be performed on a defined schedule?", "back": "Because backups only matter if they can actually be restored, and testing verifies that the backup data is usable."}
  ],
  "OPS-4": [
    {"front": "What does the P-E-C memory trick stand for?", "back": "Power off, ESD control, Cables managed - key safety steps before working on equipment."},
    {"front": "What is the shortcut phrase for safety priorities?", "back": "Protect people first, then parts."},
    {"front": "Name the main ESD controls.", "back": "Antistatic wrist strap, ESD mat, antistatic bags, proper grounding, and proper component handling."},
    {"front": "Can ESD damage components even if you do not feel a shock?", "back": "Yes, ESD can damage components even when the discharge is too small to be felt."},
    {"front": "What is the purpose of antistatic bags?", "back": "They protect components from electrostatic discharge during storage and transport."},
    {"front": "What personal safety practices should a technician follow?", "back": "Disconnect power before repairs, use proper lifting technique, know fire safety procedures, and use safety goggles or air filter masks when needed."},
    {"front": "When should power be disconnected before repairs?", "back": "Before internal repairs, unless a specific procedure requires the device to remain powered."},
    {"front": "How should heavy equipment be lifted?", "back": "Using proper lifting technique, or with two people if the equipment is too heavy for one person."},
    {"front": "What workspace safety practices help prevent accidents?", "back": "Cable management, clear walkways, stable equipment placement, and compliance with local rules."},
    {"front": "What does proper grounding accomplish in ESD prevention?", "back": "It safely discharges static electricity from the technician and equipment to prevent damage to sensitive components."},
    {"front": "When might safety goggles or an air filter mask be needed?", "back": "When working in environments with dust, debris, or particles that could harm the eyes or lungs."}
  ],
  "OPS-5": [
    {"front": "What does the P-H-D-P memory trick stand for?", "back": "Power, Heat and humidity, Dust, Proper disposal - the key environmental factors to manage."},
    {"front": "What is the shortcut phrase about environmental issues?", "back": "Bad power, heat, dust, or disposal can turn a simple support issue into a safety issue."},
    {"front": "What is an SDS or MSDS used for?", "back": "It provides safety data on chemicals and materials, including handling and disposal guidance."},
    {"front": "How should batteries and toner be handled at end of life?", "back": "They require proper disposal or recycling rather than regular trash disposal."},
    {"front": "What does a UPS protect against?", "back": "Short power outages, and it gives time for a safe shutdown of equipment."},
    {"front": "What do surge suppressors protect against?", "back": "Voltage spikes (surges) that could damage equipment."},
    {"front": "What is the difference between a brownout and a blackout?", "back": "A brownout is a low-voltage event, while a blackout is a complete loss of power."},
    {"front": "What environmental factors should be controlled in an equipment area?", "back": "Temperature, humidity, ventilation, equipment placement, and dust."},
    {"front": "How should dust be cleaned from computer equipment?", "back": "Using compressed air and vacuums designed for electronics."},
    {"front": "What categories of items require special asset/device disposal procedures?", "back": "Batteries, toner, and devices/assets in general at end of life."},
    {"front": "Why is equipment placement an environmental control consideration?", "back": "Proper placement ensures adequate airflow, ventilation, and protection from heat, humidity, and physical hazards."}
  ],
  "OPS-6": [
    {"front": "What does the C-D-P-L memory trick stand for?", "back": "Chain of custody, Data privacy, Policies, Licensing - core policy and incident handling concepts."},
    {"front": "What is the shortcut phrase for what policy controls?", "back": "Policy decides what you can touch, copy, disclose, and install."},
    {"front": "What is chain of custody?", "back": "The documented tracking of evidence handling to preserve its integrity for incident response or legal purposes."},
    {"front": "What does order of volatility mean?", "back": "It means collecting the most temporary (volatile) evidence first during incident response."},
    {"front": "What is a EULA?", "back": "An End User License Agreement, which defines the terms under which software may be used."},
    {"front": "Does open-source software have no license?", "back": "No, open-source does not mean no license - it still has license terms that must be followed."},
    {"front": "What is the difference between an NDA and an MNDA?", "back": "An NDA is a non-disclosure agreement between two parties, while an MNDA is a mutual non-disclosure agreement where both parties agree not to disclose each other's information."},
    {"front": "What is regulated data?", "back": "Data that may require special handling and retention due to legal or regulatory requirements."},
    {"front": "What is data retention policy concerned with?", "back": "How long data must be kept and when it can or must be deleted, based on policy or regulation."},
    {"front": "What is an acceptable use policy (AUP)?", "back": "A policy that defines how users are allowed to use company systems and resources."},
    {"front": "Why might drive copies be made during incident response?", "back": "To preserve the integrity of original evidence while allowing analysis to be performed on a copy."},
    {"front": "What is the purpose of a login banner or splash screen in policy enforcement?", "back": "It communicates acceptable use terms or legal notices to users before they access a system."}
  ],
  "OPS-7": [
    {"front": "What does the L-E-D-F memory trick stand for?", "back": "Listen, Explain expectations, Document, Follow up - core professional behaviors."},
    {"front": "What is the shortcut phrase for professionalism?", "back": "Fix the problem without making the user the problem."},
    {"front": "What type of questions should a technician ask first when troubleshooting with a user?", "back": "Open-ended questions, to gather information about the issue."},
    {"front": "Why should a technician restate the issue back to the user?", "back": "To confirm understanding of the problem before proceeding."},
    {"front": "Name three behaviors a technician should avoid.", "back": "Arguing, being defensive, and dismissing or judging the user (also avoid sharing confidential information)."},
    {"front": "What professional practices show respect for the user?", "back": "Appropriate appearance and language, respect for user time, active listening, cultural sensitivity, and discretion."},
    {"front": "Why is setting clear expectations important?", "back": "It helps the user understand realistic timelines and what will happen next, and supports follow-up."},
    {"front": "What should a technician do regarding confidentiality?", "back": "Protect confidential information and never share it inappropriately."},
    {"front": "Scenario: A user is frustrated and blames the technician for a recurring problem. What is the best response?", "back": "Listen actively without arguing or being defensive, restate the issue to confirm understanding, and focus on resolving the problem rather than blaming the user."},
    {"front": "Scenario: A technician discovers sensitive personal files while fixing a user's computer. What should the technician do?", "back": "Maintain discretion and confidentiality - do not share or discuss what was found with anyone outside of what policy requires."},
    {"front": "Scenario: A repair is going to take longer than expected. What should the technician do?", "back": "Communicate status clearly, set realistic updated expectations, document the situation, and follow up with the user."},
    {"front": "Scenario: A user asks a vague question like 'my computer is broken.' How should the technician respond?", "back": "Ask open-ended questions to gather more details about the issue before attempting to diagnose or fix it."}
  ],
  "OPS-8": [
    {"front": "What does the A-R-I-B-D memory trick stand for?", "back": "Automate, Restart, Install, Back up, Data gathering - common scripting use cases."},
    {"front": "What is the shortcut phrase about scripts?", "back": "Scripts are force multipliers for both fixes and mistakes."},
    {"front": "What file extension is used for PowerShell scripts?", "back": ".ps1"},
    {"front": "What file extension is commonly used for Bash shell scripts?", "back": ".sh"},
    {"front": "What file extension is used for batch files?", "back": ".bat"},
    {"front": "Name three script types used in IT support besides .ps1, .bat, and .sh.", "back": ".vbs (VBScript), .js (JavaScript), and .py (Python)."},
    {"front": "What are common use cases for scripts in IT support?", "back": "Automation, restarting machines, remapping drives, application installs, backups, data gathering, and updates."},
    {"front": "What risks do scripts pose if used carelessly?", "back": "They can introduce malware, change system settings, delete data, crash browsers or systems, and mishandle resources."},
    {"front": "Why should scripts be tested before broad deployment?", "back": "Because a script can quickly apply mistakes across many systems, so testing limits the impact of errors before wide rollout."},
    {"front": "Why should scripts from unknown sources be reviewed before running?", "back": "Because they could contain malware or unintended commands that could harm the system."},
    {"front": "What is one risk of running an automated script that remaps drives or changes settings across many machines?", "back": "A small mistake in the script could be applied to every machine it runs on, causing widespread issues."}
  ],
  "OPS-9": [
    {"front": "What does the E-A-L-L memory trick stand for?", "back": "Encryption, Authentication, Least privilege, Logging - key remote access security considerations."},
    {"front": "What is the shortcut phrase for remote access?", "back": "Remote access should be approved, authenticated, encrypted, and logged."},
    {"front": "What is RDP commonly used for?", "back": "Remote desktop access to Windows systems."},
    {"front": "What is SSH commonly used for?", "back": "Secure command-line access to remote systems."},
    {"front": "What does a VPN provide?", "back": "An encrypted path into a private network."},
    {"front": "What are RMM tools used for?", "back": "Remote monitoring and management - supporting managed monitoring and administration of systems."},
    {"front": "List the remote access methods mentioned in the lesson.", "back": "RDP, VPN, VNC, SSH, RMM, SPICE, WinRM, third-party screen sharing, videoconferencing, file transfer, and desktop management tools."},
    {"front": "Why is least privilege important for remote access accounts?", "back": "It limits what a remote user or session can do, reducing the impact if the access is misused or compromised."},
    {"front": "What should happen with screen sharing sessions due to data exposure risk?", "back": "Get user permission before starting, and close the session afterward to avoid exposing sensitive data."},
    {"front": "Why is logging important for remote access?", "back": "It creates a record of who accessed a system remotely and what they did, supporting security and accountability."},
    {"front": "What security considerations apply to remote access overall?", "back": "Encryption, authentication, least privilege, user approval, logging, data exposure, and session termination."}
  ],
  "OPS-10": [
    {"front": "What does the P-B-H-D memory trick stand for?", "back": "Policy, Bias, Hallucinations, Data privacy - core AI concept areas."},
    {"front": "What is the shortcut phrase for AI output?", "back": "AI output is a draft until verified."},
    {"front": "What does hallucination mean in the context of AI?", "back": "It means the AI produces confident but false output."},
    {"front": "What does bias mean in the context of AI output?", "back": "It means the output can reflect unfair or skewed training data."},
    {"front": "Why might public AI tools be a data privacy concern?", "back": "Public AI tools may expose private data depending on policy and configuration."},
    {"front": "For what types of content does AI accuracy matter most?", "back": "Technical, legal, medical, financial, and security content."},
    {"front": "Name three things a technician should do when using AI tools.", "back": "Follow company AI policy, verify important output, and protect private data (also check source quality and be transparent when policy requires)."},
    {"front": "Name three things a technician should NOT do when using AI tools.", "back": "Paste confidential data into unapproved public tools, treat AI output as automatically accurate, or ignore bias and hallucination risk."},
    {"front": "Should AI-generated work be submitted as original?", "back": "Not if doing so would violate policy - this relates to plagiarism concerns with AI use."},
    {"front": "What AI concept areas does Core 2 expect technicians to be aware of?", "back": "Application integration, policy, appropriate use, plagiarism, bias, hallucinations, accuracy, private vs. public data, and data source concerns."},
    {"front": "Why should the source quality of data used by or with AI tools be checked?", "back": "Because data source concerns affect the reliability and appropriateness of AI output, and poor sources can contribute to inaccurate or biased results."}
  ]
}