Save
Upgrade to remove ads
Busy. Please wait.
Log in with Clever
or
show password
Forgot Password?
Don't have an account?  Sign up 
Sign up using Clever
or
Username is available taken
show password


Make sure to remember your password. If you forget it there is no way for StudyStack to send you a reset link. You would need to create a new account. Your email address is only used to allow you to reset your password. See our Privacy Policy and Terms of Service.

Already a StudyStack user? Log In

Reset Password
Enter the associated with your account, and we'll email you a link to reset your password.
focusNode
Didn't know it?
click below
 
Knew it?
click below
Don't Know
Remaining cards (0)
Know
0:00
edit
Embed Code - If you would like this activity on your web page, copy the script below and paste it into your web page.

  Normal Size     Small Size show me how

ICT - Documentation

Documentation

QuestionAnswer
What are some of the different types of documentation that you might encounter? SLA (Service Level Agreements) - Feasibility Studies - Standard Operating Procedures (SOPs) - Training Guide - User Guides - Business Continuity Plan (BCP) - Technical Manuals - Test Plans - Disaster Recovery Plans (DRP) - Quick Start Guides - Handover Documents - Ticket Updates - FAQs
In very general terms, what are some of the very general features of good documentation? Findable - Understandable - Useable - Relevant to the audience - Written in a style suitable to the audience - Clear informative file names - Clear version control outlined - Change history information - Meeting WCAG AA accessibility standards.
What is a Service Level Agreement? A formal contract or internal target defining the expected service quality, uptime, and response/resolution times (e.g. "P1 network outages must be responded to within 15 minutes")
What is an SOP ? The Standard Operating Procedure is a step-by-step set of mandatory instructions that technicians follow to perform routine operations consistently and safely (e.g. onboarding a new user or patching a switch)
What is a Business Continuity Plan (BCP)? A high-level strategic playbook detailing how the entire business will keep vital operational functions running during and after a major disruption. It shows a path to keep the business above water (metaphorically) while it is dealing with rectifying whatever disaster has occurred.
What is a Disaster Recovery Plan (DRP) A technical subset of the BCP focused specifically on how the IT team will restore data, critical infrastructure, and digital systems after a catastrophic failure
Why are investing time in providing quality documentation for ticket updates important? They provide a concise, chronological log entry on a helpdesk ticket that records what diagnostics have been run, what actions were taken, and what communication was sent to the user. Good ticket updates help reduce future time spent by professional colleagues on resolving problems which have already been investigated or solved. It also allows the business to analyse patterns and trends in user requests and support issues. This is important for future planning needs.
What are the WCAG AA Standards to do with? The WCAG Level AA (Double-A) standards are the globally accepted benchmark for digital accessibility.
What does the WCAG stand for? Web Content Accessibility Guidelines.
What is the value ALT Text? ALT Text can be used to provide a text description to a screen reader software so that a visually impaired person can understand what a particular picture is showing. Including ALT Text with every picture is good practice for accessibility.
What is one Accessibility Reason for using Styles in Microsoft Word? Using Styles in a Word document allows Screen Readers to quickly hunt through a document which is very useful for anyone with a visual impairment.
Within a Word document, what can you do to make a document visually easy to read and navigate? Use good White Spacing - Use page numbering - use a Styles with clear informative headings - Use a table of contents - Provide a Glossary if appropriate - Title all pictures and diagrams.
After you have written a document, what is good practice to do next? Proof reading a document is good practice. You can use the MS Word EDITOR Button to analyse your document and help highlight any mistakes.
When writing sentences what are two things to bear in mind in trying to make sure you you an easy to and understand document? 1) Keep sentences short and 2) avoid having more than two points to a sentence.
What is the Flesch-Kincaid Grade Level This is a test that measures how hard some text is to read. Technical documentation should be aimed at around Level 8.
 



Voices

Use these flashcards to help memorize information. Look at the large card and try to recall what is on the other side. Then click the card to flip it. If you knew the answer, click the green Know box. Otherwise, click the red Don't know box.

When you've placed seven or more cards in the Don't know box, click "retry" to try those cards again.

If you've accidentally put the card in the wrong box, just click on the card to take it out of the box.

You can also use your keyboard to move the cards as follows:

If you are logged in to your account, this website will remember which cards you know and don't know so that they are in the same box the next time you log in.

When you need a break, try one of the other activities listed below the flashcards like Matching, Snowman, or Hungry Bug. Although it may feel like you're playing a game, your brain is still making more connections with the information to help you out.

To see how well you know the information, try the Quiz or Test activity.

Pass complete!
"Know" box contains:
Time elapsed:
Retries:
restart all cards