DCNSA Level I

Information System Support and Integration flashcards

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Into which four groups does a support technician divide a computer's electronic components?

The system unit: motherboard, processor, memory, power supply, expansion cards and fans. Secondary storage: hard disks, SSDs, optical discs, flash drives, memory cards. Input/output devices: keyboard, mouse, scanner, webcam, monitor, printer, speakers. Communication devices: network interface card, Wi-Fi adapter, modem, and the switches and routers beyond the machine.

Name the six computer maintenance tools the syllabus lists.

1. Simple hand tools for disassembly and reassembly. 2. Diagnostics software. 3. A multimeter. 4. Chemicals such as contact cleaners, component freeze sprays and compressed air. 5. Foam swabs, or lint-free cotton swabs. 6. A memory module tester.

Within what range must the +12 V, +5 V and +3.3 V lines of an ATX power supply read?

Each rail must hold within 5% of nominal: +12 V: 11.40 V to 12.60 V. +5 V: 4.75 V to 5.25 V. +3.3 V: 3.135 V to 3.465 V. A rail outside its range, especially under load, shows a failing supply.

In what order is a desktop computer assembled?

1. Fit the processor, cooler and memory to the motherboard outside the case. 2. Fit the motherboard onto its standoffs. 3. Fit the power supply and storage. 4. Connect the main and processor power cables, storage cables and front-panel headers. 5. Power on with the case open for a first test. Disassembly is the reverse, after disconnecting mains power and photographing every cable.

What are the three methods of computer support?

Online: remote help by chat, email, a self-service portal or remote desktop, for problems that need no physical presence. Help desk: a central point of contact that logs, prioritises, resolves and escalates every request as a ticket. Peer support: informal help from colleagues, fast for common problems but unrecorded and uneven.

On what two factors does a help desk set a ticket's priority?

Impact: how many people and how much of the business are affected. Urgency: how soon it must be fixed. A server down for a whole team comes before one user's spreadsheet; the queue is worked by priority, not by who shouted loudest.

What are the six steps of a systematic troubleshooting approach?

1. Identify the problem: gather the symptoms and ask what changed. 2. Establish a theory of the probable cause, simplest first. 3. Test the theory. 4. If it holds, plan and carry out the fix; if not, form the next theory. 5. Verify the symptom is gone and nothing else broke. 6. Document the fault, the cause and the fix.

What are the four data classifications, and on what basis is data classified?

Public: no harm from disclosure, meant for anyone. Internal: not for public release, but low risk if seen by staff. Confidential: disclosure could cause real harm; need-to-know access. Restricted: disclosure could cause severe harm; individually authorised, logged access. Data is classified by the harm its disclosure would cause, not by where it is stored.

What is the 3-2-1 backup rule?

Three copies of the data, on two different media, with one copy kept off site or offline. A backup is only as good as its last successful restore test.

How many interfaces does point-to-point integration need for n systems?

n(n - 1) / 2, one custom interface for each pair. Four systems need 6, six need 15, ten need 45. A hub-and-spoke design needs only one per system.

Why does the system unit need the most care during a repair?