Unit 3 Follow Maintenance Procedure - lesson 1

Front

What are the key components of IT maintenance?

Back

• Preventive maintenance (scheduled upkeep)

• Corrective maintenance (fixing issues)

• Diagnostic tools (identifying problems)

• Help-desk practices (user support)

• Maintenance procedures (standardized processes)

Front

Name 5 common IT diagnostic tools and their purposes.

Back

• System Monitor - tracks performance metrics

• Event Viewer - logs system events/errors

• Disk Utility - checks drive health

• Network Analyzer - monitors network traffic

• Hardware Diagnostic - tests component functionality

Front

What are the essential help-desk practices?

Back

• Ticket management system

• Priority classification (Critical/High/Medium/Low)

• First-call resolution attempts

• Escalation procedures

• Knowledge base maintenance

• Customer communication protocols

Front

Categorize these IT equipment types: Hard drives, modems, monitors, printers, keyboards, routers.

Back

• Storage: Hard drives

• Network: Modems, routers

• Output: Monitors, printers

• Input: Keyboards

• Peripheral: Printers, keyboards, monitors

Front

What key elements should an SLA include?

Back

• Response times (how quickly issues are addressed)

• Uptime guarantees (system availability %)

• Performance metrics (speed, reliability standards)

• Penalties (consequences for not meeting standards)

• Chargeback mechanisms (cost allocation methods)

Front

What metrics are used to assess IT system performance?

Back

• Response time - how fast systems respond

• Throughput - data processing capacity

• Availability - uptime percentage

• Resource utilization - CPU, memory, storage usage

• Error rates - frequency of system failures

Front

What are the four critical types of IT documentation?

Back

• Audit trails - record of system changes/access

• Equipment inventory - hardware/software assets

• Project management templates - standardized project docs

• Version control - tracking document changes over time

Front

How do you analyze workload for IT resource optimization?

Back

• Peak usage analysis - identify high-demand periods

• Resource bottlenecks - find limiting factors

• Capacity planning - forecast future needs

• Load balancing - distribute work evenly

• Performance monitoring - continuous assessment

Front

What are common IT chargeback methods?

Back

• Direct allocation - actual usage costs

• Fixed allocation - predetermined percentages

• Activity-based - costs based on specific services used

• Tiered pricing - different rates for service levels

Front

What are essential version control practices for documentation?

Back

• Naming conventions (v1.0, v1.1, etc.)

• Change logs - record what was modified

• Access controls - who can make changes

• Backup copies - previous versions saved

• Approval workflows - authorization before changes

• Distribution tracking - who has which version