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Operational Procedures
Operational procedures include a wide range of subtopics that are extracted from the following knowledge areas:
- Comparing and contrasting IT best practices relating to documentation types;
- Disaster recovery and prevention techniques;
- Basic scripting concepts;
- Remote access technologies;
- Environmental impacts and the right controls;
- The adoption of the right communication skills and professionalism.
- The implementation of basic change management best practices;
- Basic safety procedures;
- The processes involved in addressing privacy, prohibited activity, policy, and licensing concepts;
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Operational Procedures (23%):
- Explain the processes involved in addressing prohibited activity/content, policy concepts, licensing, and privacy;
- In a given scenario, use remote access technologies.
- In a given scenario, use the appropriate communication methods and professionalism;
- Compare and contrast best practices connected to different types of documentation;
- In a given scenario, implement fundamental disaster prevention and recovery techniques;
- Define the fundamentals of scripting;
- Explain environmental effects and relevant controls;
- In a given scenario, implement fundamental change management in best practices;
- Explain basic safety procedures;
These are the topics required to be studied in preparation for the CompTIA 220-1002 exam. The candidates must understand these concepts to enhance their performance in the certification test. When it comes to preparation resources, CompTIA offers various training tools, such as virtual labs, instructor-led training courses, video tutorials, and study guides.
Reference: https://certification.comptia.org/training/self-study/books/a-220-1001-220-1002-study-guide
CompTIA 220-1002 Exam Syllabus Topics:
| Topic | Details |
|---|---|
Operating Systems - 27% | |
| Compare and contrast common operating system types and their purposes. | 1. 32-bit vs. 64-bit
2. Workstation operating systems
3. Cell phone/tablet operating systems
4. Vendor-specific limitations
5. Compatibility concerns between operating systems |
| Compare and contrast features of Microsoft Windows versions. | 1. Windows 7 2. Windows 8 3. Windows 8.1 4. Windows 10 5. Corporate vs. personal needs
6. Desktop styles/user interface |
| Summarize general OS installation considerations and upgrade methods. | 1. Boot methods
2. Type of installations
3. Partitioning
4. File system types/formatting
5. Load alternate third-party drivers when necessary |
| Given a scenario, use appropriate Microsoft command line tools. | 1. Navigation
2. ipconfig |
| Given a scenario, use Microsoft operating system features and tools. | 1. Administrative
2. MSConfig
3. Task Manager
4. Disk Management
5. System utilities
|
| Given a scenario, use Microsoft Windows Control Panel utilities. | 1. Internet Options
2. Display/Display Settings
3. User Accounts
5. System
6. Windows Firewall
8. Credential Manager |
| Summarize application installation and configuration concepts. | 1. System requirements
2. OS requirements
3. Methods of installation and deployment
4. Local user permissions
5. Security considerations
|
| Given a scenario, configure Microsoft Windows networking on a client/desktop. | 1. HomeGroup vs. Workgroup 2. Domain setup 3. Network shares/administrative shares/mapping drives 4. Printer sharing vs. network printer mapping 5. Establish networking connections
6. Proxy settings
11. Configuring an alternative IP address in Windows
12. Network card properties
|
| Given a scenario, use features and tools of the Mac OS and Linux client/desktop operating systems. | 1. Best practices
2. Tools
3. Features
4. Basic Linux commands
|
Security - 24% | |
| Summarize the importance of physical security measures. | 1. Access control vestibule 2. Badge reader 3. Smart card 4. Security guard 5. Door lock 6. Biometric locks 7. Hardware tokens 8. Cable locks 9. Server locks 10. USB locks 11. Privacy screen 12. Key fobs 13. Entry control roster |
| Explain logical security concepts. | 1. Active Directory
2. Software tokens |
| Compare and contrast wireless security protocols and authentication methods. | 1. Protocols and encryption
2. Authentication
|
| Given a scenario, detect, remove, and prevent malware using appropriate tools and methods. | 1. Malware
2. Tools and methods
|
| Compare and contrast social engineering, threats, and vulnerabilities. | 1. Social engineering
2. DDoS |
| Compare and contrast the differences of basic Microsoft Windows OS security settings. | 1. User and groups
2. NTFS vs. share permissions
3. Shared files and folders
4. System files and folders
6. Run as administrator vs. standard user |
| Given a scenario, implement security best practices to secure a workstation. | 1. Password best practices
2. Account management
3. Disable autorun |
| Given a scenario, implement methods for securing mobile devices. | 1. Screen locks
2. Remote wipes
|
| Given a scenario, implement appropriate data destruction and disposal methods. | 1. Physical destruction
2. Recycling or repurposing best practices
|
| Given a scenario, configure security on SOHO wireless and wired networks. | 1. Wireless-specific
2. Change default usernames and passwords |
Software Troubleshooting - 26% | |
| Given a scenario, troubleshoot Microsoft Windows OS problems. | 1. Common symptoms
2. Common solutions
|
| Given a scenario, troubleshoot and resolve PC security issues. | 1. Common symptoms
|
| Given a scenario, use best practice procedures for malware removal. | 1. Identify and research malware symptoms. 2. Quarantine the infected systems. 3. Disable System Restore (in Windows). 4. Remediate the infected systems.
5. Schedule scans and run updates. |
| Given a scenario, troubleshoot mobile OS and application issues. | 1. Common symptoms
|
| Given a scenario, troubleshoot mobile OS and application security issues. | 1. Common symptoms
|
Operational Procedures - 23% | |
| Compare and contrast best practices associated with types of documentation. | 1. Network topology diagrams 2. Knowledge base/articles 3. Incident documentation 4. Regulatory and compliance policy 5. Acceptable use policy 6. Password policy 7. Inventory management
|
| Given a scenario, implement basic change management best practices. | 1. Documented business processes 2. Purpose of the change 3. Scope the change 4. Risk analysis 5. Plan for change 6. End-user acceptance 7. Change board
8. Backout plan |
| Given a scenario, implement basic disaster prevention and recovery methods. | 1. Backup and recovery
2. Backup testing |
| Explain common safety procedures. | 1. Equipment grounding 2. Proper component handling and storage
3. Toxic waste handling
4. Personal safety
5. Compliance with government regulations |
| Explain environmental impacts and appropriate controls. | 1. MSDS documentation for handling and disposal 2. Temperature, humidity level awareness, and proper ventilation 3. Power surges, under-voltage events, and power loss
4. Protection from airborne particles
5. Dust and debris
6. Compliance to government regulations |
| Explain the processes for addressing prohibited content/ activity, and privacy, licensing, and policy concepts. | 1. Incident response
2. Licensing/DRM/EULA
3. Regulated data
4. Follow all policies and security best practices |
| Given a scenario, use proper communication techniques and professionalism. | 1. Use proper language and avoid jargon, acronyms, and slang, when applicable 2. Maintain a positive attitude/project confidence 3. Actively listen (taking notes) and avoid interrupting the customer 4. Be culturally sensitive
5. Be on time (if late, contact the customer)
7. Dealing with difficult customers or situations
8. Set and meet expectations/timeline and communicate status with the customer
9. Deal appropriately with customers’ confidential and private materials
|
| Identify the basics of scripting. | 1. Script file types
2. Environment variables
5. Basic data types
|
| Given a scenario, use remote access technologies. | 1. RDP 2. Telnet 3. SSH 4. Third-party tools
5. Security considerations of each access method |
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