A+ Certification Guide
Chapter 9
Operational Procedures
Chapter 9 Objectives
 Core 2 (220-1102): Objective 4.1: Given a
scenario, implement best practices associated
with documentation and support systems
information management.
 Core 2 (220-1102): Objective 4.2: Explain
basic change-management best practices.
 Core 2 (220-1102): Objective 4.3: Given a
scenario, implement workstation backup and
recovery methods.
Chapter 9 Objectives, Continued
 Core 2 (220-1102): Objective 4.4: Given a
scenario, use common safety procedures.
 Core 2 (220-1102): Objective 4.5: Summarize
environmental impacts and local environmental
controls.
 Core 2 (220-1102): Objective 4.6: Explain the
importance of prohibited content/activity,
privacy, licensing, and policy concepts.
Chapter 9 Objectives, Continued
 Core 2 (220-1102): Objective 4.7: Given a
scenario, use proper communication techniques
and professionalism.
 Core 2 (220-1102): Objective 4.8: Identify the
basics of scripting.
 Core 2 (220-1102): Objective 4.9: Given a
scenario, use remote access technologies.
Ticketing Systems
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User information
Device information
Description of problems
Categories
Severity
Escalation levels
o
0, 1, 2
 Clear, concise, written communication
Asset Management
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Inventory lists
Database systems
Procurement lifecycle documentation
Warranty and licensing
Licensing agreements
Asset tags
Documentation Types
 Acceptable use policy (AUP)
 Network topology diagrams
Physical
o Logical
o
 Regulatory and compliance policy
Splash screens
o Incident reports
o Standard operating procedures (SOP)
o
 Knowledge base and articles (white papers)
Change Management
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Documented business processes and practices
Rollback plan (backout plan)
Sandbox testing
Responsible staff member
Request forms
Purpose of change
Scope of change
Date and time of change
Change Management, Continued
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Affected systems/impact
Risk analysis
Change board approvals
End User Acceptance
Backup and Recovery
 Types of backups
System image
(snapshot)
o File-level backup
o
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Full
Incremental
Differential
Synthetic
Critical application
backup
 Backup testing
 Account recovery
options
 Backup rotation
schemes
Grandfather-fatherson (GFS)
o 3-2-1 backup rule
o
 Onsite/offsite backup
Comparing Cloud vs. Local Storage
Equipment Grounding
 Grounded outlets
 Grounded to ungrounded adapter
 Outlet testers
Avoiding Electrostatic Discharge
(ESD)
 Use ESD-preventive equipment
Antistatic bags
o ESD straps
o ESD mats
o
 Self-ground by touching metal frames before
touching chips or circuit boards
 Don’t shuffle your feet; don’t move more than
necessary when working with electronics
 Work in a non-carpeted area
 Low humidity makes ESD more likely
Personal Safety
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Disconnect the power first
Remove jewelry
Use safe lifting techniques
Know your weight-lifting limitations
Have Class C fire extinguishers available
Manage cables to prevent trip-and-fall
Wear safety equipment
o
Goggles, air filter mask
 Comply with government regulations
Environmental Impacts and Controls
 Material Safety Data Sheets (MSDS)
 Temperature
Electronics work best in cooler environments, but
above freezing
o Recommended range is 68 to 76 F
o
 Humidity
ESD occurs more frequently at lower humidity
o Recommended humidity range is 20% to 60%
o
 Ventilation and air quality
Toxic Waste Handling
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Batteries
Toner
CRT displays
Cell phones
Tablets
UPSs and Surge Protectors
 Uninterruptible power supply (UPS)
Protects against power outages and sags
o Protects against power surges and spikes
o Two types
o
• True UPS
• Standby power supply (SPS) or line-interactive unit
 Surge protector
o
Protects against power surges and spikes
Addressing Prohibited Content or
Activity
 Incident response
 First response
Report through proper channels
o Data/device preservation
o
 Documentation
 Chain of custody
Software Licensing
 Limitations created by digital rights
management (DRM)
 End-user license agreements (EULA)
 Open source vs. commercial licenses
 Personal vs. enterprise licenses
Per seat
o Per user
o
Regulated Data
 Personally identifiable information (PII)
o
Name, address, credit card numbers, SSN
 Payment Card Industry (PCI) standards
o
Protects credit card holder data and credit information
 General Data Protection Regulation (GDPR)
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European regulation to protect health, biometrics,
genetic, and criminal history data
 Protected health information (PHI)
o
Health status, diagnoses, payment methods, account
numbers, and beneficiaries
Professionalism
 Wear proper attire
 Actively listen to the
customer and take
o Formal
notes
o Business casual
 Use proper language  Do not interrupt
o Avoid jargon,
 Be culturally sensitive
acronyms, and slang
 Be punctual
 Maintain a positive
 Avoid distractions
attitude/project
confidence
Dealing with Difficult Customers
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Avoid arguing or getting defensive
Do not minimize or dismiss problems
Avoid being judgmental
Clarify customer statements
Do not disclose experiences on social media
Dealing with Difficult Customers
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Avoid arguing with the customer
Don’t be defensive
Do not minimize the customer’s problems
Avoid being judgmental
Clarify customer statements
Don’t disclose experiences on social media
Customer Service
 Set and meet expectations/timeline
 Communicate status with the customer
 Deal appropriately with customers’ confidential
and private materials
Script Types
Script Types, Continued
Use Cases for Scripting
Remote Access Technologies
 Remote desktop
protocol (RDP)
 Virtual private
networking (VPN)
 Virtual network
computing (VNC)
 Secure Shell (SSH)
 Remote monitoring
and management
(RMM)
 Microsoft Remote
Assistance (MSRA)
 Third-party tools
 Screen sharing and
videoconferencing
software
 File transfer software
 Desktop management
software
In This Chapter, You Learned About…
Best practices associated with types of documentation
Basic change management best practices
Basic disaster prevention and recovery methods
Common safety procedures
Environmental impacts and appropriate controls
Processes for addressing prohibited content/activity, and
privacy, licensing, and policy concepts
 Proper communication techniques and professionalism
 Basics of scripting
 Remote access technologies
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