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| Business Systems (4) Explain what each are/do | MIS - Management Information System, used to collate information and analyse it to help businesses make informed decisions. CRM - Customer Relations Management, Used to communicate and take feedback from customers to improve relations SOP - Standard Operating Procedures, The way business operations are performed step-by-step Help Desk - Used to provide support and technical advice to customers, typically using a ticketing system. |
| What are the two meanings of SOP? (Business systems) | Standard operating procedures - Step-by-step guides describing how to perform business operations Sales Ordering Process - Whan a customer purchases something and the company reviews the purchase |
| What are the three stages of SOP (Sales ordering process) and why is it important? | 1. The customer orders a product or service (can be via email or telephone) 2. The order is confirmed and a sales order is created. 3. Sales order is sent to the relevant departments so it can be fulfilled Sales ordering process is important as it creates a clear plan for ordering a product and allows each department to use the sales order so they know exactly what jobs to perform |
| What does a plotter do? | A plotter is an output device used to plot graphs in real-time making use of automated pens/pencils. Used in lie-detectors. |
| What are three Disadvantages of biometric technology? | - Expensive to buy/install - Affected by environment (someone with dirty fingers may not be able to use the fingerprint scanner) - Ineffective for disabled staff who may not be able to use it - Privacy, users may not want personal characteristics in the computer system/ |
| What are three Advantages of biometric technology? | - Quicker to use than inputting passwords/passcodes - Access isn't lost if password is forgotten or ID card is lost - Can't be given/stolen by others - Verify who the user claims to be |
| What are the two Storage Protocols? | SCSI (Small Computer System Interface) - A set of rules for attaching external devices to a computer system SAS (Serial Attached SCSI) - An improved version of SCSI which enables more devices to be connected (up to 128) |
| What is a quantum computer? | Experimental computer systems which make use of 'quantum bits' which can have many states, as opposed to binary switches limited to 2 states (0 and 1) |
| What is a Mainframe? | A very large and powerful computer system which is used to process large amounts of data and solve complex equations. |
| Name 3 wireless connection technologies | Infrared, Bluetooth, GSM, Satellite, Microwave, laser |
| What is GSM? | GSM is a wireless technology used for mobile networks (mobile data), and allows connections to a network for calls and SMS, or even connect to the internet. Multiple generations (3G, 4G, 5G) |
| How does satellite connectivity work? | "Point-to-Multipoint connection", makes use of satellite antenna on the ground to transmit and receive data signals using radio wave technology. Large distance between satellite and earth cause delays between data transmissions. |
| What is microwave connectivity? | Microwave connections use radio waves to send signals across a large area. Can transmit lots of data but is line-of-site with antennas. Affected by bad weather. |
| What are the differences between copper cables and fibre optics? | Copper cables are durable and are much cheaper, but are subject to higher EMR and have a much lower bandwidth. Fibre Optics Are made of glass fibres that transmit light, meaning they are fragile and very expensive, but they have extremely fast data transmission speeds and bandwidth. Not affected by electromagnetic radiation. |
| What is the difference between a hub and a switch? | A hub connects multiple devices together on a network, but sends sent data to every connected device at once. Switches connect devices together on a network but allows individual nodes to receive data packets without sending them to other nodes. |
| What is a modem? | A modem is a device which is used to send data across telephone networks, and modulate and demodulate signals. modulation is turning a digital signal into a physical signal (e.g. an electrical impulse). Demodulation is turning physical signals back into digital signals recognised by the network. |
| What is a router? | A router is used to transfer data packets between networks, and stores the address of each node to determine the quickest route for data packets to travel to that node, making use of routing tables. |
| What information is included on a fault sheet? | Fault Description System ID User logged in Date & Time Symptoms (e.g. slow loading times) Problem History Back-up history |
| What are the three troubleshooting tools used to identify an error? | Event Viewer - Provides detailed information about errors when they occur POST (Power On Self Test) - On startup, the computer checks memory, power, hardware and cooling systems automatically, and will send beep codes if an error has been found Ping Test - Used to test connectivity between two computers. A message is sent to the destination computer and waits for the return message. |
| What is a combined communication device (Hybrid Device)? | Provides the functionality of multiple connectivity devices into one (router, switch, WAP, Modem) |
| What's the difference between a gigabyte and a gibibyte? | A gigabyte is made of 1000 megabytes and is part of the metric system Gibibytes use the Binary system, and is made of 1024 Mebibytes |
| What is Shareware? | Software which is available to use only for a period of time before the user must pay for full-access. Similar to a 30-day free trial given by some services. |
| How is Freeware different to open-source software? | Freeware is software which is freely available to be downloaded and used by anyone. Freeware CAN be open-source, but the majority of Freeware is closed-source and may make money from in-app purchases and adverts. Open-Source software is free and allows anyone to view, edit or re-use your code (depending on the creative commons license), and typically will only gain income from donations. |
| What are the three types of application software? | Productivity Software - General-use software for completing tasks effectively Development Tools - Programming tools for creating and modifying software (IDE, Translator, Compiler, Debugger). Business Software - Specialist software for businesses, often being bespoke software. (CAD/CAM, project management software) |
| Name 4 types of utility software | Antivirus Firewall Defragmentation Compression System Monitors (Task manager) Backing up data (imaging, disk cloning) |
| What type of operating system would be installed on a home gaming computer? | Single-User, Multi-Process The system will only be used by one person at a time, but may need many processors for different processes. |
| What are the roles of an operating system? | Managing devices (Input & Output) Managing printing Storage Management Memory Management Process Management Security Management Provide a User-Interface |
| What are the 4 Text-based communication methods? | Letter SMS Text Message Email Instant Messaging |
| What are the 4 Voice-Based communication methods? | Cellular Teleconferencing VoIP Personal Assistants |
| What are 3 Online communication methods? | Video Conferences Social Media Blog/Vlog |
| What are 2 Common faults for a computer system? | System Freeze Stop Error (Blue Screen Of Death) Unexpected Reboot Update Error (Updates introducing more errors) |
| What are 2 Troubleshooting tools for software? | Event Viewer - Shows all errors with information, such as time, user logged in, problem history etc. Memory Dump - Copies and displays all contents of RAM to help discover what happened Baselines - Comparing the system before and after a crash. Anti-Virus - Scans for malware on the system. |
| What is the difference between TCP and IP? | TCP (Transmission Control Protocol) - Used to send and receive data packets between computer systems. Breaks data into packets so it can be sent across the internet. IP (Internet Protocol) - Protocol in charge of routing and addressing data packets to ensure data is being sent to the correct destination. |
| What is UDP? | UDP (User Data Protocol) is a faster version of TCP which doesn't check for errors with the data packets before being sent and received, meaning packets are more likely to be lost or received out of order. Used for low-latency tasks like gaming. |
| What is HTTP and HTTPS? | HTTP (HyperText Transfer Protocol) is used to transfer web pages over the internet so users can view them in a web browser. HTTPS is the secure version (S meaning secure), where data transmission is encrypted to protect sensitive data such as passwords and payment information from data interception. |
| What is the difference between SMTP and POP? | SMTP is used to sent emails to a mail server, and between mail servers. POP is used to download and store emails from the mail server. |
| What is the role of a web server? | Manages HTTP requests from connected devices to display web pages on web browsers. |
| What is a Hypervisor? | Allows a host machine to operate virtual machines as guest systems, which share the resources of the host. Manages virtualisation. Optimises the hardware of the host machine to allow virtual machines to run as efficiently as possible. |
| What are the advantages and disadvantages of virtualisation | - Cheaper in the long-term due to less cabling and power consumption - Programs can be tested in a secure environment - Easy disaster recovery - Performance issues - If the host is breached, all data is accessible - Complex initial setup - If the host fails, all machines stop functioning |
| What communication skill consists of body language? | Interpersonal Skills |
| What are three communication skills? | Interpersonal Skills Verbal Communication Questioning Techniques Written Communication |
| Explain the terms 'Open Questions' and 'Closed Questions' | Open questions leave room for elaboration and explanations and are used to get as much detail as possible from a somewhat vague question. Closed Questions look for a specific answer, such as yes or no, or a statistic. |
| Name 6 personal attributes which make a useful worker. | Self-Motivation Leadership Respect Dependability Punctuality Problem Solving Determination Independence Time Management Team Working Numerical Skills Verbal Skills Planning & Organisation |
| What is the role of the Network Manager? | To control a group of employees with strong leadership to clearly set out their vision to their team. They must motivate and encourage the team to meet objectives. |
| What ethical issues may arise in a workplace? | Whistleblowing - When a member of staff reveals unlawful practices in use by the organisation. Whistleblowers are protected by UK law. Discrimination Use of Infromation - GDPR and the Data protection act Codes of Practice - a set of rules determining how people are required to behave. Confidentiality, Quality Assurance, Behaviour, Discrimination. Online Safety Bias - a one-sised view. presenting financial data which focuses on profits and ignores significant losses. |
| What should take place before a disaster? | Risk analysis should be performed Preventative measures should be in place Staff should be trained |
| What should take place during a disaster? | Staff response, Staff should follow their training Contingency plans should be implemented, such as uploading recent backups to the cloud. |
| What should take place after a disaster? | Recovery measures should be followed Replacement hardware needs to be purchased Software needs to be reinstalled Disaster recovery policies should be updated and improved |
| Name 3 physical security measures. | Locks Biometrics RFID & Tokens Privacy Screens Shredding documents |
| Name 3 logical security measures. | Usernames & Passwords Encryption Firewall User-Access levels Anti-Malware |
| What is industry certification? | Qualifications relating to different areas of expertise so applicants are trained with up-to-date knowledge and skills |
| What are the advantages and disadvantages of industry certification? | Advantages: - Develop skills further and gain more experience - Gain more contacts and relationships of likeminded individuals - Ensures skills are up-to-date Disadvantages: - Can cost hundreds or thousands of pounds - Doesn't guarantee you a better job - Takes time and dedication |
| What are the three types of user interface? | Graphical User Interface (GUI) Command-Line Menu-driven interface |
| What are the advantages and disadvantages of a file server? | Advantages: - Centrally stores and manages files - Provides access security and user access levels - Automatic file backups Disadvantages: - May be costly for smaller companies - If the server is down, no one can access any files, as opposed to if they were stored on the individual machines. |
| What are the advantages of a printer server? | - Controls printers and manages printing requests - Allows for the queueing of print jobs - Prints can be automatically diverted to another printer if a fault occurs |
| What legislation relates to the disposal of computer equipment? | Waste Electronic and Electrical Equipment (WEEE) - Gives guidance on how hazardous materials should be disposed safely Waste Acceptance Criteria (WAC) - Equipment must pass a set of rules before being sent to landfill Hazardous Waste Directive - Ensures businesses store hazardous materials safely ad use au |
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