Dashboard/core 2/Study
Operational Procedures

Study Guide

Operational Procedures makes up 21% of Core 2. This domain covers the professional side of IT support: documentation practices, change management, backup and recovery methods, safety procedures, environmental controls, and effective communication. These are the soft skills and processes that separate professionals from hobbyists.

1Documentation

Good documentation is critical for IT support. Ticketing systems track issues and resolutions. Knowledge bases store solutions for common problems. Network diagrams show infrastructure layout. SOPs (Standard Operating Procedures) document repeatable processes. Asset tags track hardware inventory. AUPs (Acceptable Use Policies) define permitted use of company resources.

Examples:

•A ticketing system should include: issue description, steps to reproduce, resolution, and time spent
•A network diagram should show IP addresses, device locations, and connection types
•An SOP for onboarding new employees ensures consistent account setup and access provisioning
2Change Management

Change management minimizes risk when making system changes. Steps: 1) Request the change, 2) Review and approve, 3) Test in a staging environment, 4) Communicate the plan, 5) Implement during a maintenance window, 6) Document the result, 7) Roll back if needed. Communication with stakeholders is essential throughout.

Examples:

•A maintenance window is a scheduled time for changes when user impact is minimal
•Always test changes in a non-production environment before implementing in production
•A rollback plan ensures you can revert if the change causes unexpected issues
3Backups and Disaster Recovery

Backup types: Full (copies everything — slowest, most storage), Incremental (copies only changes since last backup — fastest), Differential (copies changes since last full — middle ground). Backup locations: onsite (fast access), offsite (disaster protection), cloud (accessible anywhere). RPO is how much data you can afford to lose. RTO is how quickly you need to recover.

Examples:

•A full backup on Sunday + incremental backups Mon-Sat = 7 backups but only 1 full backup storage
•RPO of 24 hours means you can afford to lose at most one day of data
•The 3-2-1 rule: 3 copies of data, on 2 different media types, with 1 offsite
4Safety and Environment

ESD (Electrostatic Discharge) can damage components — use an anti-static wrist strap. Know the locations of fire extinguishers and emergency exits. Proper cable management prevents trips and allows airflow. Temperature and humidity control protects hardware. Ergonomics prevent repetitive strain injuries.

Examples:

•Always ground yourself before handling internal PC components to prevent ESD damage
•A Class C fire extinguisher is used for electrical fires — never use water on an electrical fire
•Optimal server room temperature is 64-75°F (18-24°C) with 30-70% humidity
5Professional Communication

Active listening: let the user explain the problem fully before suggesting solutions. Avoid jargon when speaking with non-technical users. Document everything. Set expectations for follow-up. Escalate when necessary. Maintain a positive, helpful attitude even with frustrated users.

Examples:

•Instead of saying 'your DNS cache was corrupted,' say 'there was a network setting issue that we've fixed'
•Always document what was done so the next technician can pick up where you left off
•If you can't resolve an issue, escalate to the appropriate team and let the user know what to expect
Test-Taking Tips
Documentation is not optional — the exam heavily tests documentation practices.
Always have a rollback plan before implementing any change.
The 3-2-1 backup rule is a common exam question: 3 copies, 2 media types, 1 offsite.
ESD is the silent killer of PC components — always use anti-static precautions.