GOOGLE IT SUPPORT PROFESSIONAL CERTIFICATE

Course 4 – System Administration and IT Infrastructure Services

Week 1: What is System Administration

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TABLE OF CONTENT

Welcome to the System Administration course of the IT Support Professional Certificate! In the first week of this course, we will cover the basics of system administration. We’ll cover organizational policies, IT infrastructure services, user and hardware provisioning, routine maintenance, troubleshooting, and managing potential issues. By the end of this module, you will understand the roles and responsibilities of a System Administrator. So let’s get started!

Learning Objectives

  • Examine the roles and responsibilities of a Systems Administrator.
  • Differentiate the technical differences between a server and a client machine.

PRACTICE QUIZ:  WHAT IS SYSTEM ADMINISTRATION?

1. Which of the following can be a responsibility of a systems administrator?

  • Setting up new user accounts and machines
  • Maintaining servers
  • Troubleshooting user issues
  • All of the above (CORRECT)

Great job! A systems administrator has a wide range of responsibilities; this can include, but is not limited to, setting up new user accounts and machines; maintaining servers; and troubleshooting user issues.

2. Which of the following make up IT infrastructure?

  • Hardware and software
  • Network
  • Operating systems
  • All of the above (CORRECT)

You got it! IT infrastructure encompasses the software, hardware, network, operating systems, and other services required for an organization to operate in an enterprise IT environment.

3. Which of these is considered a server? Check all that apply.

  • A software that provides a service to other software (CORRECT)
  • A computer that provides a service to other computers (CORRECT)
  • Software that’s only available to the computer it’s installed on
  • Software that provides a service to other machines (CORRECT)

Awesome! Servers are essentially software or computers that provide a service to other software or computers.

4. A KVM switch is used to:

  • switch between multiple computers using one monitor, keyboard, and mouse (CORRECT)
  • allow you to serve web content to many clients.
  • enable you to receive incoming SSH connections.
  • mount multiple servers into one server rack.

Excellent job! A KVM switch is a device used to switch between multiple computers using one keyboard and video display, like a monitor and mouse. That’s where the name “KVM” comes from!

5. Which of these server hardware can you stack on top of each other in a server rack?

  • Tower
  • Desktop
  • Blade (CORRECT)
  • Rack (CORRECT)

Great work! A rack and a blade server lay flat and can be stacked on top of each other when you mount them on a server rack.

6. With _______, you can access your data, use applications, and more from anywhere in the world, as long as you have an Internet connection.

  • a PAN
  • cloud computing (CORRECT)
  • a LAN

That’s exactly right! The cloud is a network of servers that store and process our data. We refer to the concept of cloud computing as a way to do our daily computer job functions from anywhere, as long as we have an Internet connection.

7. What are the benefits of cloud computing over local computing? Check all that apply.

  • Software updates are handled by the company providing the service. (CORRECT)
  • There are smaller starting costs for cloud computing. (CORRECT)
  • There are potential long-term costs associated with cloud computing.
  • Services are accessible from anywhere in the world. (CORRECT)

Correct! Cloud computing has some great benefits, like smaller starting costs, services that are accessible anywhere in the world with an Internet connection, and software updates that are handled by another company.

8. What are the benefits of local computing over cloud computing? Check all that apply.

  • You have complete control of the IT infrastructure. (CORRECT)
  • Updates can be handled at anytime. (CORRECT)
  • Services are handled by another organization, so that makes your organization dependent on a third party.
  • There are potential long-term costs associated with local computing.

You nailed it! With local computing, you’re in complete control of your IT infrastructure and can update and secure your organization at anytime.

PRACTICE QUIZ:  SYSTEMS ADMINISTRATION TASKS

1. Which of the following is a good policy to enforce on passwords? Check all that apply.

  • A long password length (CORRECT)
  • The use of common words
  • A mixture of symbols and numbers (CORRECT)
  • A short password length

Yep! Passwords are one of the first and biggest security policies that help prevent unauthorized access. A good policy for passwords is to make them long and with a mixture of symbols, numbers, uppercase, and lowercase characters.

2. Which of these is part of the hardware lifecycle? Check all that apply.

  • Retirement (CORRECT)
  • Procurement (CORRECT)
  • Deployment (CORRECT)
  • Network Connectivity

Wohoo! The hardware lifecycle consists of four main stages: Procurement, Deployment, Maintenance, and Retirement.

QUIZ:  WHAT IS SYSTEM ADMINISTRATION?

1. A company has a “bring your own device” (BYOD) policy for computers; anyone can just go out and buy whatever computer they want. Which stage of the hardware lifecycle does this scenario belong to?

  • Procurement (CORRECT)
  • Deployment
  • Maintenance
  • Retirement

Nice work! When an employee obtains access to hardware, this falls into the procurement stage of the hardware lifecycle.

2. The user can set their own computer hostname and username. Which stage of the hardware lifecycle does this scenario belong to?

  • Procurement
  • Deployment (CORRECT)
  • Maintenance
  • Retirement

Excellent! The deployment stage of the hardware lifecycle usually occurs when a person first sets up their machine, like setting their own computer hostname and username.

3. When a machine is having issues, an IT Support Specialist has to file an RMA, or Return Merchandise Authorization form, with the vendor of the machine. Which stage of the hardware lifecycle does this scenario belong to?

  • Procurement
  • Deployment
  • Maintenance (CORRECT)
  • Retirement

Nice! The maintenance stage of the hardware cycle includes situations where an IT Support Specialist files an RMA with the vendor of the machine in order to return it.

4. A laptop gets replaced if there’s a hardware issue. Which stage of the hardware lifecycle does this scenario belong to?

  • Procurement
  • Deployment
  • Maintenance (CORRECT)
  • Retirement

Yep! The maintenance stage of the hardware lifecycle can include situations where machines are replaced because of hardware issues. This isn’t the same as full retirement, since the machine is still being used.

5. Which type of server hardware is the most space-efficient?

  • Blade server (CORRECT)
  • Tower server
  • Rack server
  • KVM switch

You nailed it! Blade servers are like rack servers, but even thinner! Very space-saving.

6. In smaller IT “shops,” whose responsibility is it to form organizational computer and network policies?

  • Chief Security Officer
  • Chief Executive Officer
  • Board of directors
  • The sysadmin (CORRECT)

Awesome! In a small company, it’s usually a sysadmin’s responsibility to decide what computer policies to use. This probably means you!

7. An employee is leaving your company. Which of these steps are appropriate to take during offboarding? Check all that apply.

  • Remove the user’s access to IT resources (CORRECT)
  • Ask the user for their logon information
  • Wipe the machine for future use (CORRECT)
  • Make a copy of the user’s files

You nailed it! If a user leaves the company, you’ll also have to remove their access from IT resources.

You nailed it! If a user leaves the company, you’ll also have to wipe the machine, so that you can eventually reallocate it to someone else.

8. What are some important elements of working with vendors as a sysadmin? Check all that apply.

  • Procure hardware (CORRECT)
  • Independently approve vendor relationships without management permission
  • Scheduling on-site maintenance (CORRECT)
  • Establishing relationships with vendors (CORRECT)

Right on! In an enterprise setting, sysadmins have to procure this hardware one way or another. Working with vendors or other businesses to buy hardware is a common practice.

Right on! Sysadmins might be responsible for making sure printers are working, or if renting a commercial printer, they have to make sure that someone can be on-site to fix it.

Right on! Setting up business accounts with large vendors is usually beneficial since these companies can offer discounts to businesses.

9. Which methods are commonly used by sysadmins to organize issues? Check all that apply.

  • Daily checks on each machine
  • Ticketing system (CORRECT)
  • Random machine checks
  • Service monitoring alerts (CORRECT)

Woohoo! A common industry standard is to use some sort of ticketing or bug tracking system. This helps you organize and prioritize issues and document troubleshooting steps.

Woohoo! A sysadmin doesn’t have to be awake and available 24/7. They can monitor their services and have it alert them in case of a problem.

10. What factors are most important when planning for disaster and recovery? Check all that apply.

  • Procure sturdy devices
  • Regular backups (CORRECT)
  • Deleting old backups
  • Physically distant backup location (CORRECT)

Well done! Backups provide data redundancy in case of disaster. You can’t account for everything, but you can be prepared to recover from it.

Well done! It’s super important to make sure that your company’s data is routinely backed up somewhere, preferably far away from its current location. If the entire facility is compromised, your data will still be safe.

11. Who works in the background to make sure a company’s IT infrastructure is always working, and is constantly fighting to prevent IT disasters from happening?

  • The janitor
  • The regional manager
  • The CEO
  • The system administrator (or sysadmin) (CORRECT)

Nice job! System administrators, or sysadmins, are the unsung heroes of any organization! Without them, essential services relied on by almost all other fields would crumble.

12. What is a machine that uses services provided by a server called?

  • Managed hub
  • VPN (Virtual Private Network)
  • KVM switch
  • Client (CORRECT)

You nailed it! We call the machines that use the services provided by a server clients. Clients request the services from a server and in turn, the servers respond with these services.

13. An IT department submits a purchase order to buy a new computer from a vendor. “Purchase orders” are documents issued by buyers that indicate a purchase they want to make from a seller. Which stage of the hardware lifecycle does this scenario belong to?

  • Procurement (CORRECT)
  • Deployment
  • Maintenance
  • Retirement

You got it! The procurement stage of the hardware lifecycle is when an employee obtains access to the hardware. This can be done via a purchase order.

14. Which of these are common responsibilities of systems administrators?

  • All of the above (CORRECT)
  • Work in the background to make sure a company’s IT infrastructure is always working
  • Help users with issues, such as lost passwords and logon problems
  • Constantly troubleshoot problems, such as network issues

Right on! Employees need computers along with proper software to be productive! Fun fact: up to 25% of people forget their password at least once a day!

15. Which of these terms describe a facility that stores hundreds, if not thousands, of servers?

  • Data center (CORRECT)
  • SSH server
  • Web server
  • KVM switch

Nice job! Companies with large amounts of data have to keep their information stored in places like data centers. A data center is a facility that stores hundreds, if not thousands, of servers.

16. Which is NOT an important troubleshooting step?

  • Updating services (CORRECT)
  • Asking questions
  • Reading logs
  • Isolate the problem with trial and error

You got it! Troubleshooting is the process of discovering the source of a problem. While updates might fix many problems, it doesn’t really help identify the problem.

17. A machine is having issues, so the user is responsible for getting the machine serviced. Which stage of the hardware lifecycle does this scenario belong to?

  • Procurement
  • Deployment
  • Maintenance (CORRECT)
  • Retirement

Great job! The maintenance stage of the hardware cycle occurs when a machine needs to be serviced or fixed.

18. A script sets up user accounts and installs software for a machine. Which stage of the hardware lifecycle does this scenario belong to?

  • Procurement
  • Deployment (CORRECT)
  • Maintenance
  • Retirement

That’s exactly right! The deployment stage of the hardware lifecycle can also include situations where a script automatically configures user accounts and software. It doesn’t just have to be a person who deploys the hardware.

19. A laptop gets recycled by an e-waste recycling company once it can’t be used anymore. Which stage of the hardware lifecycle does this scenario belong to?

  • Procurement
  • Deployment
  • Maintenance
  • Retirement (CORRECT)

Great work! The retirement stage of the hardware lifecycle includes situations where a laptop can’t be used anymore, and is then recycled be an e-waste company.

20. Which of these are likely considerations for developing a computer policy? Check all that apply.

  • Whether users should be able to install software (CORRECT)
  • Whether or not users should share their passwords
  • Whether you should set a device password on an employee’s company phone (CORRECT)
  • Whether users should be able to view non-work-related websites, like Facebook (CORRECT)

You got it! Allowing users to install software could open your network to the risk of a user accidentally installing malicious software.

You got it! People lose their mobile devices all the time. If a device is lost or stolen, it should be password protected at the very least, so that someone else can’t easily view company emails.

You got it! Some organizations prefer that their employees only use their work computer and network strictly for business. But many allow other uses so their employees can promote the business or goods on social media platforms, stay up-to-date on current events, and so on.

21. What is NOT one of the main stages of the hardware lifecycle?

  • Recycling (CORRECT)
  • Deployment
  • Maintenance
  • Procurement

You got it! The four main stages of the hardware lifecycle are procurement, deployment, maintenance, and retirement.

22. Which are potential responsibilities of a sysadmin? (Check all that apply)

  • Database administration (CORRECT)
  • Technical support (CORRECT)
  • Network administration (CORRECT)
  • payroll administration

Correct: You got it! Sysadmin responsibilities may include different roles, such as Network Administrators.

23. What are some disadvantages of cloud computing? Check all that apply.

  • It could potentially cost you more. (CORRECT)
  • You use less local storage space.
  • You become dependent on the cloud provider. (CORRECT)
  • You don’t have to manage server hardware yourself

Correct: Great work! When you manage your own server hardware, you pay the costs up front. But Cloud service costs, while small to start, can add up.

Correct: Great work! You become dependent on the cloud service provider for your productivity. This could potentially be a liability.

24. In additon to setting up services, what other tasks does a sysadmin have to keep in mind? Check all that apply.

  • Security patches (CORRECT)
  • Maintain compatibility (CORRECT)
  • Keep a record of user passwords
  • Routine updates (CORRECT)

Correct: Nice job! A secure network is an important responsibility of a sysadmin!

Correct: Nice job! Configuration management is a very important responsibility of any sysadmin! It’s important to keep settings consistent and keep software updated to make sure compatibility is maintained.

Correct: Woohoo! Services need to be routinely updated, and this is the responsibility of the sysadmin.

25. What is it called when you set aside a regular time to update your servers at once?

  • Batch update (CORRECT)
  • Scheduled update
  • Timed update
  • Automatic update

Correct: Well done! Batch update means that once every month or so, you update all your servers with the latest security patches. You’ll have to find a time to take their services offline, perform the update, and verify that the new update works with the service.

26. As sysadmin, you will have to prioritize issues. Which of these issues would be a top priority?

  • A central printer is down.
  • A user’s computer keeps crashing.
  • A server stopped providing service to 100 users. (CORRECT)
  • A user has forgotten their password.

Correct: Woohoo! Sysadmins also have to troubleshoot and prioritize issues at a larger scale. Issues affecting large numbers of users need to come first.

27. What device is commonly used to connect to and control multiple computers using a single keyboard, mouse, and monitor?

  • Load Balancer
  • DNS server
  • Managed hub
  • KVM switch (CORRECT)

Correct: Awesome!  KVM stands for keyboard, video and mouse. A KVM switch looks like a hub that you can connect multiple computers to and control them using one keyboard, mouse and monitor.

28. Which type of server most closely resembles a desktop computer in appearance?

  • Rack server
  • Blade server
  • Tower server (CORRECT)
  • DNS server

Correct: Well done!  Server hardware can come in lots of different forms: they can be towers that sit upright and look very similar to the desktops we’ve seen

29. Which might have an IT infrastructure run by a single person?

  • Apple
  • Facebook
  • Hometown Independent Computer Company, LLC (CORRECT)
  • Google

Correct: Woohoo! In smaller companies, it’s usually a single person who manages an entire company’s IT infrastructure.

30. Which is not a component of a KVM switch?

  • Printer (CORRECT)
  • Mouse
  • Monitor
  • Keyboard

Correct: You nailed it! Printing services are compatible with but irrelevant to KVM switches!

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