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ICT - EPA - AM2

ICT - EPA - AM2 (Project) Revision

KSB and QuestionSome Key Ppints
K12: approaches to documenting tasks, findings, actions taken and outcome for example, use of task tracking and ticketing systems QUESTION: Can you elaborate on how your documentation ensures clarity and completeness for future reference or for others involved in IT support? SOME KEY POINTS: Task tracking, ticketing systems, incident logging, change management, findings, actions taken, outcomes, resolutions, audit trail, knowledge base, reporting, clarity, completeness, future reference.
K12: approaches to documenting tasks, findings, actions taken and outcome for example, use of task tracking and ticketing systems. QUESTION: How did you document the various tasks, findings, and outcomes throughout your project, and what specific task tracking or ticketing systems did you use? SOME KEY POINTS: Task tracking, ticketing systems, incident logging, change management, findings, actions taken, outcomes, resolutions, audit trail, knowledge base, reporting, clarity, completeness, future reference.
K21: approaches to system upgrades and updates and their significance. QUESTION: What approaches did you take or consider for system upgrades and updates during your project, and what was their significance to the overall outcome? SOME KEY POINTS: Quantitative or data driven rationale, System upgrades, updates, patches, versions, significance, planning, testing, rollback, compatibility, downtime, security implications, performance improvements, deployment methodologies.
K21: approaches to system upgrades and updates and their significance. QUESTION: Discuss the importance of testing, rollback plans, and communication strategies when planning and executing system updates or upgrades, relating it to your project experience. What rationale did you base your upgrades and updates on? SOME KEY POINTS: Quantitative or data driven rationale, System upgrades, updates, patches, versions, significance, planning, testing, rollback, compatibility, downtime, security implications, performance improvements, deployment methodologies.
K22: approaches to interpretation of log files, event viewer and system tools. QUESTION: How did you utilize and interpret log files, the event viewer, or other system tools to diagnose issues, gather evidence, or monitor performance for your project? SOME KEY POINTS: Log files, event viewer, system tools, interpretation, diagnosis, troubleshooting, performance monitoring, error codes, alerts, system health, analysis, data extraction, auditing.
K22: approaches to interpretation of log files, event viewer and system tools. QUESTION: Provide a specific example from your project where interpreting data from log files or system tools allowed you to make an informed decision on what you should do. SOME KEY POINTS: Log files, event viewer, system tools, interpretation, diagnosis, troubleshooting, performance monitoring, error codes, alerts, system health, analysis, data extraction, auditing.
S9: Install or undertake basic software and or hardware upgrades, either physically or remotely. QUESTION: Describe a specific instance in your project where you had to install or perform basic software/hardware upgrade. SOME KEY POINTS: Software upgrades, hardware upgrades, installation, physical deployment, remote deployment, configuration, compatibility, testing, verification, pre-checks, post-checks, rollback.
S9: Install or undertake basic software and or hardware upgrades, either physically or remotely. QUESTION: How did you verify the successful completion of the upgrade and ensure minimal disruption to the system or its users SOME KEY POINTS: Software upgrades, hardware upgrades, installation, physical deployment, remote deployment, configuration, compatibility, testing, verification, pre-checks, post-checks, rollback.
S11: Provide remote/face-to-face support to resolve customer requirements QUESTION: in your project, how did you effectively provide support, whether remotely or face-to-face, to resolve specific customer requirements? SOME KEY POINTS: Remote support, face-to-face support, customer requirements, resolution, communication, empathy, active listening, troubleshooting, service delivery, user satisfaction, feedback, support channels, responsiveness.
S11: Provide remote/face-to-face support to resolve customer requirements QUESTION: What strategies did you use to ensure customer satisfaction and clear communication when providing support for your project's tasks? SOME KEY POINTS: Remote support, face-to-face support, customer requirements, resolution, communication, empathy, active listening, troubleshooting, service delivery, user satisfaction, feedback, support channels, responsiveness.
S12: Maintain a safe working environment for own personal safety and others in line with Health & Safety appropriate to the task. QUESTION: How did you ensure a safe working environment for your personal safety and others throughout the execution of your project, in line with Health & Safety (HSE) guidelines SOME KEY POINTS: Health & Safety (HSE), safe working environment, personal safety, others' safety, risk assessment, compliance, procedures, equipment, incident prevention, workplace policies, responsibility, PPE. Health and Safety Act of 1974, cable mats, clean desk,
S12: Maintain a safe working environment for own personal safety and others in line with Health & Safety appropriate to the task. QUESTION: Can you describe any specific health and safety risks associated with your project tasks and the measures you took to mitigate them? SOME KEY POINTS: Health & Safety (HSE), safe working environment, personal safety, others' safety, risk assessment, compliance, procedures, equipment, incident prevention, workplace policies, responsibility, PPE. Anti-stat wrist bands, Health and Safety Act of 1974, cable mats, clean desk
S13: Identify and scope the best solution informed by the system data associated with the task. QUESTION: How did you identify and scope the best solution for a task in your project, specifically by being informed by the system data available? SOME KEY POINTS: Solution identification, scoping, system data, analysis, informed decision, optimal solution, requirements, feasibility, data-driven, problem-solving, evidence, metrics, data interpretation.
S13: Identify and scope the best solution informed by the system data associated with the task. QUESTION: Can you provide an example from your project where collecting and analyzing system data directly influenced your decision-making process for the chosen solution? SOME KEY POINTS: Solution identification, scoping, system data, analysis, informed decision, optimal solution, requirements, feasibility, data-driven, problem-solving, evidence, metrics, data interpretation.
S14: Test and evaluate the system's performance and compliance with customer requirements. QUESTION: How did you test and evaluate the system's performance within your project, and how did you confirm its compliance with customer requirements? SOME KEY POINTS: Testing, evaluation, system performance, customer requirements, compliance, validation, benchmarks, User Acceptance Testing (UAT), quality assurance, metrics, feedback, bug testing.
S14: Test and evaluate the system's performance and compliance with customer requirements. QUESTION: What steps did you take to ensure that the implemented solution not only worked but also met all the agreed-upon customer requirements and service levels? SOME KEY POINTS: Testing, evaluation, system performance, customer requirements, compliance, validation, benchmarks, User Acceptance Testing (UAT), quality assurance, metrics, feedback, bug testing.
S17: Carry out routine maintenance across systems, (such as IT, Communications), ensuring organisational compliance at all times. QUESTION: Explain the importance of routine maintenance in preventing future issues, ensuring system longevity, and maintaining security SOME KEY POINTS: Routine maintenance, IT systems, communication systems, organizational compliance, preventative measures, patches, updates, backups, monitoring, procedures, scheduling, system health.
S17: Carry out routine maintenance across systems, (such as IT, Communications), ensuring organisational compliance at all times. QUESTION: What specific routine maintenance tasks did you carry out on IT or communication systems as part of your project, and how did you ensure organizational compliance at all times? SOME KEY POINTS: Routine maintenance, IT systems, communication systems, organizational compliance, preventative measures, patches, updates, backups, monitoring, procedures, scheduling, system health.
S18: Apply the necessary security, in line with access and/or encryption requirements QUESTION: What security best practices did you adhere to in your project to protect data, system integrity, or user privacy SOME KEY POINTS: Security measures, access control, encryption, data protection, integrity, confidentiality, policies, compliance, authentication, authorization, vulnerabilities, best practices, firewalls. CIA Triad,
S18: Apply the necessary security, in line with access and/or encryption requirements QUESTION: Describe a particular security challenge or requirement you encountered in your project and the specific solution or safeguard you implemented. SOME KEY POINTS: Security measures, access control, encryption, data protection, integrity, confidentiality, policies, compliance, authentication, authorization, vulnerabilities, best practices, firewalls. CIA Triad,
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