CompTIA A+ Core Certification: Operational Procedures 1 - Best Practices and Documentation

This guide covers the nine A+ 220-1102 exam objectives related to operational procedures, with a focus on safety, environmental controls, change management, documentation, privacy, and other concepts. Even the best-planned networks experience problems, and an important IT skill is knowing how to recognize trouble and then manage it for minimum network impact.

These objectives may comprise 22 percent of the exam questions:
- 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.
- 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, and privacy, licensing, and policy concepts.
- 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.


Key Topics To Know:
Best Practices and Documentation
Ticketing Systems
User Information
Device Information
Description of Problems
Categories
Severity
Escalation Levels
Clear, Concise, Written Communication
Asset Management
Types of Documents
Acceptable Use Policy (AUP)
Network Topology Diagrams
Regulatory and Compliance Policy
Knowledge Base and Articles
Change Management
Documented Business Processes and Practices
Rollback Plan
Sandbox Testing
Responsible Staff Member
Change Management
Request Forms
Purpose of the Change
Scope the Change
Date and Time of the Change
Affected Systems/Impact
Risk Analysis
Change Board Approvals
End User Acceptance
Workstation Backup and Recovery Methods
Backup and Recovery
Backup Testing
Account Recovery Options
System Image
File-Level Backup
Critical Applications
Backup Rotation Schemes
Onsite vs. Offsite Backups
Grandfather-Father-Son (GFS) Backup Rotational Scheme
3-2-1 Backup Rotational Rule
Explain Common Safety Procedures
Equipment Grounding/Proper Power Handling
Proper Component Handling and Storage
Antistatic Bags
ESD Straps
ESD Mats
Self-Grounding
Compliance with Local Government Regulations
Personal Safety
Disconnect Power First
Remove Jewelry
Lifting Techniques
Weight Limitations
Electrical Fire Safety
Cable Management
Safety Goggles
Air Filter Mask
Environmental Impacts and Appropriate Controls
Material Safety Data Sheet (MSDS)
Toxic Waste Handling/Disposal
Recycling Batteries
Toner
Cellphones and Tablets
Temperature and Humidity Level Awareness and Proper Ventilation
Proper Ventilation
Compressed Air and Vacuum Systems
Power Surges, Under-voltage Events, and Power Failures
Surge Suppressors
Battery Backup Units
Addressing Prohibited Content/Activity and Privacy, Licensing, and Policy Concepts
Incident Response
First Response
Documentation
Chain of Custody
Licensing/Digital Rights Management (DRM)/End-User License Agreement (EULA)
DRM
EULA
Understanding Open Source and Commercial Licenses
Personal vs. Enterprise Licenses
Valid Licenses and Non-expired Licenses
Regulated Data
Communication Techniques and Professionalism
Professional Appearance and Attire
Use Proper Language and Avoid Jargon, Acronyms, and Slang When Applicable
Maintain a Positive Attitude/Project Confidence
Actively Listen, Take Notes, and Avoid Interrupting the Customer
Be Culturally Sensitive
Be on Time
Avoid Distractions
Dealing with Difficult Customers or Situations
Set and Meet Expectations/Timeline and Communicate Status with the Customer
Dealing Appropriately with Customers’ Confidential and Private Materials
Scripting Basics
Script File Types
Use Cases for Scripting
Other Scripting Considerations
Remote Access Technologies
Methods/Tools
RDP
VPN
Virtual Network Computing
SSH
Remote Monitoring and Management
Microsoft Remote Assistance
Third-Party Tools
Screen-Sharing and Videoconferencing Software
File Transfer Software
Desktop Management Software
Security Considerations of Each Access Method


Best Practices and Documentation
220-1102: Objective 4.1: Given a scenario, implement best practices associated with documentation and support systems information management.
A technician must be a good communicator, and one of the most important forms of communication in an IT career is to provide documentation. Any experienced technician can tell stories of how proper documentation could have saved time and money on a job. This section explains how different types of documentation help keep an organization running smoothly long after a technician has left the building.

Ticketing Systems
Technical support ticketing systems come in a wide variety of formats. Each business or institution must take care to choose a system that both makes the technical processes run smoothly and helps the clients, whether customers or coworkers, feel that their needs are addressed and problems are resolved in a professional manner.
Some support systems require taking information over the phone; others require customer initiation online. Each organization must determine what works best in its own environment. This section does not dwell on the best style of support system, but instead looks at seven content areas that are common to most support documentation requests.

User Information
Getting names correct is important, of course, but so is gathering user information about where users work or how they are using the technology being supported. This information informs the support techncian on the nature of the problem.

Device Information
Be specific about the device in question. Identifying a specific device or software that is not working will save valuable time if an onsite visit is necessary. The location, ID number, and name of a contact person all are helpful.

Description of Problems
Precise descriptions are essential. Saying that a device “is not working right” is not really helpful. “My network connection is uneven and drops every few minutes” does far more to isolate the problem and identify proper help.

Categories
Provide a list of problem categories for users to choose from, with an Other option at the end. Most users are not aware of the categories or support specialties the support staff uses, so providing a list is helpful. The following are examples of categories on a support ticket:

- User account support (password, login, and permissions support)
- Network/Internet access
- Slack or email
- Software support (listing names of supported software)

Severity
Severity helps the support team prioritize tickets so that the most critical issues are supported first. Levels typically look similar to this listing, including brief descriptions of the needed priority to help the client get the proper support:
- Urgent: Normal production work has stopped. This often impacts an entire office if an outage has occurred.
- High: Some loss of capability to perform normal work tasks.
- Average: Inconvenience to workers or customers, but the company is managing to get by at substandard levels.
- Low: No impact on the ability to work, but maintenance could be required.

Escalation Levels
Depending on the size and scope of a support center, different levels (or tiers) of support are offered. Common problems that are fairly easy to resolve are assigned a low level; more complex problems that require special support skills and experience can be escalated to higher levels. The following are the three most common levels:
- Level 0: The customer/client can resolve the issue with online tools and documentation. An example is using a utility for password reset.
- Level 1: An agent has access to support software and support scripts (predefined steps to help users). An example is starting a script with “Is the machine plugged in and powered on?” and then moving to more technical details.
- Level 2 (or higher): Support staff employs specialized skills and usually more experience. Examples are software specialists and network specialists.

Clear, Concise, Written Communication
Written and oral communication skills are also important technical skills. Communicating calmly and helpfully with clients and other support staff is a major part of what makes a good support technician. Clear communication in these areas is essential:
- Problem description: This involves getting examples and details on how the problem is manifesting itself to the user.
- Progress notes: Multiple people might be trying to resolve an issue, especially if a problem has been escalated. It is essential to make sure everyone is working from the same information.
- Problem resolution: This is the hardest communication step. After working to resolve a problem and get the user back to work, technicians often face pressure to move on to the next issue. However, complete documentation of the issue will help support staff recognize future issues with devices or identify areas where training is needed.

Asset Management
Organizations of all types need to be accountable for the money and other resources they spend on technology. The term asset is used because the equipment is often expensive and considered part of the company’s value.
Inventory lists contain a detailed history of all the hardware and software purchased for company use.
A database system tracks the assets in inventory. Depending on the size of the organization, this task can be managed with a small database, such as a simple spreadsheet, all the way to a specialized database, with staff assigned to track the assets for technical, budget, and tax purposes. The database should account for when assets were purchased, how and where they were used, and, eventually, how they were disposed of.

The IT department usually must receive and document equipment with durable asset tags. These tags are typically customized, including the name of the organization along with a barcode and serial number used to create an asset database. They are most often made of a metalized polyester that should last as long as the computer asset is expected to be in use.
An asset tag allows the company to track who is assigned to the device and who is responsible for the equipment. This database is also used to track warranty information and repairs. Using a barcode scanner is the most convenient way to keep track of the equipment while it is in use in the company.
The procurement lifecycle describes a method for planning purchases and the expected life of technical assets bought for the company. This is generally done for larger purchases, such as servers, switches, and major software implementations, but not so much for consumables, such as cables and keyboards. The lifecycle can vary widely, depending on the asset. For example, servers might have a life expectancy of a few years before newer technologies necessitate replacement, whereas the infrastructure that holds the server—rack, cooling fans, and battery backups—might have a longer lifecycle expectancy. The IT department is responsible for documenting the equipment at the end of its usefulness as it goes out of inventory and is sold, donated, or destroyed.
Warranty and licensing need to be tracked as assets because they add value to the equipment. Warranty information can help in planning for the procurement lifecycle, as well as avoid unnecessary purchases of broken machines.
Licensing agreements must be tracked so that users do not fall out of compliance and either lose access to the services provided by the license or become liable for misuse.

As mentioned earlier, tags and databases can be used to track assigned users of assets. It is surprisingly easy to lose track of assets when personnel changes or company reorganizations occur. Assigning users is also a way of assigning responsibility for security of the asset, lessening the chance of theft or misuse of company assets.

Types of Documents
Several standard documents are essential for an IT department. Documentation of the network infrastructure and addressing, use policy, and compliance procedures are described in the sections that follow.

Acceptable Use Policy (AUP)
An acceptable use policy (AUP), as it pertains to user safety and security procedures, is designed to keep a network safe from outside intruders. Acceptable use goes even further when it comes to computer best practices within a company. Each organization should define what it considers to be acceptable use of its computing resources within its network. For example, government networks generally are not available for private use, so private email might not be allowed on work computers. Inappropriate use of the Web has been a problem in workplaces since the Internet became common in business.
For legal protection of the company, acceptable use rules need to be established and then agreed to by users (usually with a signature). An AUP document is often signed during the onboarding process when an employee is hired.

Network Topology Diagrams
When a technician is called into a building to service a computer or a network of computers, one of the first tasks is to understand how the network is supposed to work. A network topology diagram is essentially a map of a network that shows how equipment is physically arranged in the building and logically connected as a network.
A physical topology diagram uses representational icons to depict types of equipment such as laptops, PCs, servers, wireless access points, switches, and routers. It can also show how computers and printers are arranged, as well as the physical cables that connect them together.

Figure below shows an example of a basic physical topology diagram with computers connected on a network.


A Physical Topology Diagram

A physical topology diagram also maps wireless access ports and wiring closets.

The diagram might “zoom in” and depict a single room or floor. Technicians can use a physical topology diagram to find a device they have been called to service. Techs can also use the diagram to see what other equipment, such as printers, security cameras, and switches, are in use and where to find them. Alternatively, physical topologies might “zoom out” and give the general design of a building, including wiring closets on floors and the point-of-presence (PoP) for connectivity to the ISP.

These cut sheets should be posted in secure wiring closets but, for security reasons, not made available to the general public.
A logical topology diagram depicts a network’s design, including how computers are grouped together into local area networks (LANs). A logical diagram might include a basic map of wiring closets and general areas of the building, but instead of focusing on computers, this diagram pinpoints network IP addresses. This is beneficial because troubleshooting Internet connectivity is a major part of the IT workday; knowing which network the devices should be on saves time in troubleshooting.

Figure below shows a logical topology diagram of a medical facility.


A Logical Topology Diagram

Regulatory and Compliance Policy
Compliance with local government regulations is a necessary part of legal and safe electronics and technology work. Many regulations govern workplaces, and they vary in different areas. For example, electronics recycling is subject to local disposal laws, and privacy concerns for client data are increasingly coming under regulatory scrutiny. Construction codes for electrical and ventilation design are also subject to local rules.
It is important to make all users of technology aware of procedures and then document those procedures.

Consider some ways in which this occurs:
- Splash screens: These screens display logos or policies that “welcome” a user at startup or login. These might be accompanied by a checkbox requiring the acknowledgment of certain rules before the user can access the company resources.
- Incident reports: When a rule or law has been broken, an incident report is necessary so that the company can track its legal responsibilities. This allows the company to plan for training and to comply with laws as necessary.
- Standard operating procedures (SOP): Most large organizations have a SOP manual, sometimes known as a policy or employee manual, to document the proper ways a company does business. These are often updated and become the subject of recurrent employee training. Examples of procedures in a SOP follow:
- Procedures to track licensing for software installations
- Password policies
- New user setup checklists
- End user termination policies

- Knowledge Base and Articles
Reading and research also are technical skills. Being an IT technician means being in a constant state of learning, and a good technician knows how to find answers to unusual problems. Keeping a library of articles and links to helpful resources is essential.
A whitepaper is a type of resource that is common in technical fields. A whitepaper differs from other types of writing, in that it focuses on a complex technical topic and tries to make it understandable to the average reader. Companies often publish whitepapers on new technologies or products they are presenting to the public so that they can influence decision makers. Knowledge bases can also consist of links to commonly accessed support forums where fellow IT professionals go to seek and give technical support.