1) MONITORING

WIRESHARK , NAGIOS , SOLAR WINDS [These are sw monitoring tools used to monitor user
activity,network,servers,isp status]

2) SERVICE DESK

Service desk is a centralized support center that provides help & assistance to users in an
Organizations for IT related products & services.

3) INCIDENT MGMT

Incident Mgmt is a process used by DEVELOPMENT & IT Teams to respond to a Unplanned

events & services .

4) SERVICE REQUESTS

“A service request is a User requesting for a new laptop, access of services (wifi passwd) , or
information about hw or sw details which companies uses.”

5) HELP DESK PERSON

HELP DESK is a person who creates ticket in ticket tool sw and distributes the tickets based on
p1,p2,p3 issues.

6) TROUBLESHOOTING

FIXING issues in

 Os
 Network
 Internet
 Outlook
 Vpn
 Printers
1)Agile and scrum difference

Agile and Scrum are related concepts, but they have distinct roles and meanings. Agile
is a broader philosophy and set of principles, while Scrum is a specific Agile framework.
Here are the key differences between Agile and Scrum:

Definition:

 Agile: Agile is an umbrella term for a set of principles and values that prioritize
flexibility, collaboration, and customer satisfaction in software development and
project management.
 Scrum: Scrum is a specific Agile framework that provides a structured approach
to software development and project management.

Philosophy vs. Framework:

 Agile: Agile is a mindset and a set of values outlined in the Agile Manifesto. It
emphasizes collaboration, adaptability, and delivering value to customers.
 Scrum: Scrum is a concrete framework with defined roles (Product Owner, Scrum
Master, and Development Team), events (Sprint, Sprint Planning, Daily Scrum,
Sprint Review, and Sprint Retrospective), and artifacts (Product Backlog, Sprint
Backlog, and Increment).

Applicability:

 Agile: Agile principles can be applied to various methodologies and frameworks.

It is a more general and flexible approach that can be adapted to different
contexts.
 Scrum: Scrum is a specific framework that follows Agile principles. It provides a
detailed set of rules and practices for organizing and managing work.

Flexibility:

 Agile: Agile is more flexible and adaptable, allowing teams to choose and tailor
their own processes based on Agile principles.
 Scrum: Scrum has a more prescriptive approach, providing specific roles, events,
and artifacts. While it allows for some flexibility, it is more structured than the
broader Agile philosophy.
Roles and Artifacts:

 Agile: Agile does not prescribe specific roles and artifacts but encourages
collaboration, adaptability, and customer focus.
 Scrum: Scrum defines specific roles (Product Owner, Scrum Master, and
Development Team) and artifacts (Product Backlog, Sprint Backlog, and
Increment) to structure and guide the development process.

2)Active directory

Active Directory (AD) is a directory service developed by Microsoft for Windows domain
networks. It is a crucial component of the Windows Server operating system and
provides a centralized location for network administration and security. Here are some
key aspects of Active Directory:

Directory Service:
 Database: Active Directory stores information about network resources
(such as users, computers, and printers) in a hierarchical, distributed
database.
 Schema: It defines the types of objects and the attributes they can have
within the directory.
Domain Structure:
 Domain: A domain is a logical grouping of network objects, such as
computers, users, and devices. It forms the basic building block of an
Active Directory network.
 Tree: A domain tree is a collection of domains in a hierarchical structure.
 Forest: A forest is a collection of domain trees that share a common
schema, configuration, and global catalog.
Objects and Attributes:
 Objects: Objects in Active Directory include users, groups, computers,
organizational units (OUs), and more.
 Attributes: Each object has attributes that define its characteristics, such
as username, password, email address, etc.
Authentication and Authorization:
 Authentication: Active Directory authenticates and validates the identity
of users and computers attempting to access network resources.
 Authorization: It controls access to resources based on user permissions
and group memberships.
Group Policy:
  Group Policy Objects (GPOs): GPOs are used to manage and configure
user and computer settings within the Active Directory environment.
Security:
 Security Policies: Active Directory allows administrators to implement
security policies and settings across the network, ensuring a secure
computing environment.

3) Explain about raising tickets from level 1 to level with senerio in previous organisation??

Priority 1 -critical 2 hours to respond

Priority 2 - medium 8 hours to respond

Priority 3 - low 16 hours to respond

Priority 4 – Very low 5-10 days to respond

Scenario: You are part of the Level 1 support team in an IT organization. One day, a
critical system outage is reported by a user named John. Users across the organization
are unable to access important applications, affecting their daily work.

Steps in Raising the Ticket from Level 1 to Level 4:

Initial Triage (Level 1):

 John reports the system outage to the Level 1 support team. You perform
initial triage and basic troubleshooting to identify any common issues,
such as network connectivity problems or server errors. However, you are
unable to pinpoint the root cause.
Documentation:
 Document all the information provided by John, the symptoms of the
issue, and the steps taken at Level 1 to troubleshoot. Capture relevant
details to provide context to the higher support levels.
Escalation to Level 2:
 Since the issue is beyond the scope of Level 1 support, escalate the ticket
to Level 2. In this scenario, Level 2 might include more experienced
technicians who specialize in broader system issues.
In-Depth Analysis (Level 2):
 The Level 2 support team analyzes the issue more deeply, examining logs,
system configurations, and potential hardware failures. They may identify
that the problem is more complex than initially thought,

 Further Escalation to Level 3:

If Level 2 cannot resolve the issue, escalate the ticket to Level 3 support.
Level 3 support typically involves specialists with in-depth knowledge of
specific technologies or platforms. In this scenario, they might be experts
in the organization's critical systems.
Specialized Investigation (Level 3):

The Level 3 support team conducts a more specialized investigation,

possibly involving advanced diagnostics and collaboration with vendor
support. They aim to identify and address the root cause of the system
outage.
 Escalation to Level 4:

If the issue remains unresolved or requires even higher expertise, escalate

the ticket to Level 4. Level 4 support may involve contacting external
consultants, vendors, or specialists who have a deep understanding of the
specific technology or system involved.

4) Microsoft Outlook detailed troubleshooting?? In senerio based type???

Troubleshooting Microsoft Outlook issues can involve various steps to identify and
resolve problems with email, connectivity, or other functionalities. Here's a detailed
guide for troubleshooting common Microsoft Outlook issues:

Check Internet Connection:

 Ensure that your computer has a stable and active internet connection.

Verify Email Account Settings:

 Confirm that the email account settings (incoming and outgoing server details,
username, password) are correctly configured. These settings are typically
provided by your email service provider.
Check Server Status:

 Verify if the email servers (both incoming and outgoing) are operational.
Sometimes, server issues can affect email functionality.

Restart Outlook:

 Close and reopen Outlook to see if the issue resolves. This simple step often
helps in clearing temporary glitches.

Update Outlook:

 Ensure that you are using the latest version of Microsoft Outlook. Updates may
include bug fixes and improvements.

Check for Account Lockouts:

 Verify if your email account is not locked due to multiple failed login attempts.
Contact your email provider if necessary.

Review Antivirus/Firewall Settings:

 Some antivirus or firewall settings may interfere with Outlook. Temporarily

disable them and check if the issue persists.

Repair Outlook Data Files:

 Use the built-in Outlook Inbox Repair Tool (Scanpst.exe) to repair corrupted PST
or OST files.
 For PST files: C:\Program Files (x86)\Microsoft
Office\root\OfficeXX\SCANPST.EXE
 For OST files: C:\Program Files (x86)\Microsoft
Office\root\OfficeXX\SCANOST.EXE

Create a New Outlook Profile:

 Corrupted profiles can cause issues. Create a new Outlook profile and configure
your email account again.
 Control Panel > Mail > Show Profiles > Add
Check for Add-in Issues:

 Disable Outlook add-ins one by one to identify if any are causing the problem.
 File > Options > Add-ins

Run Outlook in Safe Mode:

 Launch Outlook in Safe Mode to check if third-party add-ins are causing issues.
 Press Win + R , type outlook.exe /safe, and press Enter.

Verify Email Account Permissions:

 Ensure that your user account has the necessary permissions to access the email
account.

Review System Date and Time:

 Incorrect system date and time settings can cause authentication issues. Verify
and correct if necessary.

Check Disk Space:

 Ensure that there is sufficient disk space on your computer. Outlook may
experience issues if there is not enough space.

Contact IT Support or Email Provider:

 If all else fails, reach out to your organization's IT support or contact your email
service provider for assistance.

Additional Tips:

 Logs and Error Messages:

 Review error messages or logs in Outlook for more specific details about
the issue.
 Online Connectivity Tests:
 Use online connectivity tests provided by Microsoft or your email service
provider to diagnose connectivity issues.
 Update Drivers:
  Ensure that your computer's network and graphics drivers are up to date.

Remember to approach troubleshooting systematically, starting with the basics and

progressing to more advanced steps. If the issue persists, seeking assistance from IT
support or your email provider may be necessary

What is SLA

SLA stands for "Service Level Agreement." It is a formal contract or agreement that
defines the expected level of service between a service provider and a customer. SLAs
are commonly used in various industries, including information technology,
telecommunications, and customer support, to establish clear expectations and ensure
that services meet predefined standards.

Key components of an SLA include:

Service Scope:
 Clearly defines the services or products covered by the agreement.
Service Level Objectives (SLOs):
 Specifies measurable goals and performance indicators that the service
provider commits to achieving. SLOs could include metrics related to
response times, resolution times, uptime, and other relevant criteria.
Roles and Responsibilities:
 Clearly outlines the responsibilities of both the service provider and the
customer. This includes who is responsible for what tasks and actions.
Performance Metrics:
 Defines specific performance metrics and the acceptable levels of
performance for each metric. For example, an SLA for an IT support service
might include metrics related to response time, resolution time, and
customer satisfaction.
Reporting and Communication:
 Outlines how and when performance reports will be provided, including
the frequency and format of reporting. It also specifies the communication
channels to be used in case of issues or escalations.
Escalation Procedures:
 Describes the procedures to follow in the event that service levels are not
met. This could include the process for escalating issues to higher levels of
management or resolving disputes.
Penalties and Rewards (if applicable):
  Specifies any consequences, penalties, or rewards associated with meeting
or failing to meet the agreed-upon service levels. Penalties might include
financial penalties or service credits, while rewards could involve bonuses
or additional benefits for exceptional performance.
Review and Revision:
 Establishes a schedule for regular reviews of the SLA and outlines the
process for making revisions or updates. This ensures that the agreement
remains relevant and reflects the evolving needs of both parties

What happens when BSOD occurs

A BSOD, or Blue Screen of Death, is a system error screen displayed on Windows

operating systems when the system encounters a critical error that it cannot recover
from, forcing it to stop and display the blue screen with an error message. When a
BSOD occurs, several processes take place:

System Halt:
 The operating system detects a critical error that it cannot recover from,
and as a safety measure, it halts all processes to prevent further damage or
data loss.
Error Code and Information:
 The BSOD displays an error code and detailed information about the
nature of the error. This information helps users and IT professionals
identify the cause of the problem.
Memory Dump:
 Windows often creates a memory dump file that contains a snapshot of
the system's memory at the time of the crash. This dump file can be
analyzed to diagnose the root cause of the error.
Automatic Reboot (Optional):
 By default, Windows is configured to automatically restart the computer
after displaying a BSOD. This automatic reboot is intended to help with
troubleshooting, as it allows Windows to collect information about the
crash during the reboot process. However, this setting can be modified.
Error Reporting:
 If the computer is configured to send error reports to Microsoft, a prompt
may appear after the system reboots, asking the user to send details about
the crash. This information is valuable for Microsoft to improve future
Windows updates and patches.
Troubleshooting:
  Users or IT professionals can analyze the error code and information
provided on the BSOD to troubleshoot and address the underlying issue.
Common causes of BSODs include hardware failures, incompatible drivers,
or software conflicts.
Driver or System Updates:
 In many cases, updating or reinstalling drivers, or applying Windows
updates, can resolve BSOD issues. It's important to ensure that all
hardware drivers are compatible with the operating system.
Hardware Inspection:
 BSODs can be caused by hardware problems, such as faulty RAM, a failing
hard drive, or overheating components. Conducting hardware diagnostics
or inspections may be necessary to identify and replace malfunctioning
parts.

It's crucial to note that while BSODs can be alarming, they are a safety mechanism
designed to prevent further damage to the system. Addressing the underlying cause,
often with the help of error information and diagnostic tools, is necessary to resolve the
issue and prevent future crashes.

How do resolve this BSOD

Resolving a Blue Screen of Death (BSOD) involves identifying and addressing the
underlying cause of the system crash. Here are step-by-step guidelines to help you
troubleshoot and resolve BSOD issues:

Note Down Error Details:

 When the BSOD occurs, note down the error message, stop code, and any other
information provided. This information is crucial for identifying the specific issue.

Restart Your Computer:

 Allow your computer to restart. If the BSOD is a one-time occurrence, it might

not reoccur. However, if it persists, follow the next steps.

Boot into Safe Mode:

  Restart your computer and boot into Safe Mode. Safe Mode loads a minimal set
of drivers and may help you identify if the issue is related to third-party drivers or
software.

Check for Recent Changes:

 Identify any recent changes to your system, such as hardware installations, driver
updates, or software installations. Undo recent changes to see if the BSOD is
resolved.

Update Drivers:

 Ensure that all your device drivers are up to date. Visit the official websites of
your hardware components and download the latest drivers.

Check for Windows Updates:

 Make sure your operating system is up to date with the latest Windows updates.
Updates often include bug fixes and patches that address known issues.

Run Windows Memory Diagnostic:

 Use the built-in Windows Memory Diagnostic tool to check for memory-related
issues. To access it, type "Windows Memory Diagnostic" in the Start menu and
follow the prompts.

Check for Disk Errors:

 Run the built-in Check Disk utility to scan and repair file system errors on your
hard drive. Open a Command Prompt as an administrator and run the command:
chkdsk /f

Scan for Malware:

 Perform a full system scan for malware and viruses using your installed antivirus
or Windows Defender.

Check Hardware Connections:

  Ensure that all hardware components are properly connected. Reseat RAM
modules, check cable connections, and verify that no components are loose.

Test in a Clean Boot State:

 Perform a clean boot to start your computer with a minimal set of drivers and
startup programs. This helps identify if the issue is related to third-party software.
To do this, type "msconfig" in the Run dialog, go to the Services tab, check "Hide
all Microsoft services," and then click "Disable all."

Restore to a Previous State (System Restore):

 If the issue started after a recent system change, you can use System Restore to
revert your system to a previous state. Type "Create a restore point" in the Start
menu, go to the System Protection tab, and click on the "System Restore" button.

Check for Overheating:

 Ensure that your computer is not overheating. Clean dust from fans, ensure
proper ventilation, and monitor temperature using software tools.

Analyze Memory Dump:

 If the BSOD persists, analyze the memory dump file generated during the crash.
Advanced users can use tools like WinDbg to interpret the dump file.

Seek Professional Help:

 If you are unable to identify or resolve the issue, or if you suspect hardware
failure, consider seeking assistance from IT professionals or contacting your
device manufacturer's support.

And what is the reason of BSOD

1. Hardware Issues:
 Faulty RAM: Memory-related errors can lead to BSOD. Faulty or
incompatible RAM modules may cause instability.
 Hard Drive Issues: A failing or corrupted hard drive can result in critical
errors leading to a BSOD.
  Overheating: Excessive heat can cause components to malfunction,
leading to system crashes.
2. Software Issues:
 Device Driver Problems: Incompatible, outdated, or corrupt device
drivers can trigger a BSOD. This often happens after installing new
hardware or updating drivers.
 Software Conflicts: Conflicts between different software applications or
incompatible software can lead to system crashes.
 Operating System Corruption: A corrupted Windows installation or
system files may cause instability and result in a BSOD.
 Malware or Virus Infections: Malicious software can corrupt system files
or interfere with system processes, leading to crashes.
3. System-Level Problems:
 Kernel Panics: Critical errors in the Windows kernel, which is the core of
the operating system, can cause a BSOD.
 Registry Errors: Issues in the Windows registry, such as corruption or
incorrect entries, can lead to system crashes.
 Operating System Bugs: Bugs or vulnerabilities in the operating system
itself may trigger BSODs.
4. Driver Issues:
 Incompatible or Outdated Drivers: Drivers are essential for hardware
communication. Using outdated or incompatible drivers can result in
BSODs.
 New Hardware Installation: Installing new hardware without proper
drivers or with incompatible drivers can lead to system crashes.
5. Power Supply Issues:
 Power Fluctuations: Inconsistent or insufficient power supply to the
computer components can cause system instability and lead to BSODs.

About outlook send/ receive error trouble shoot

Outlook Send/Receive errors can occur for various reasons, including issues with
internet connectivity, email account settings, firewall or antivirus interference, or
problems with the mail server. Here's a step-by-step guide to troubleshoot and resolve
Outlook Send/Receive errors:

Check Internet Connection:

 Ensure that your computer has an active and stable internet connection.
Verify Email Account Settings:

 Confirm that your email account settings are correctly configured. Double-check
the incoming and outgoing server details, username, password, and encryption
settings.

. Check Server Status:

 Verify if the email servers (both incoming and outgoing) are operational. Server
issues can affect email functionality.

. Restart Outlook:

 Close and reopen Outlook to see if the issue resolves. Temporary glitches can
sometimes be fixed with a simple restart.

Update Outlook:

 Ensure that you are using the latest version of Microsoft Outlook. Updates may
include bug fixes and improvements.

Review Antivirus/Firewall Settings:

 Temporarily disable your antivirus or firewall to check if they are interfering with
Outlook's communication. If the issue is resolved, adjust the settings to allow
Outlook access.

Check for Large Attachments:

 Large attachments in your Outbox can lead to Send/Receive issues. Move large
attachments to a local folder or delete unnecessary emails.

. Clear Stuck Items in Outbox:

 Check if there are stuck items in your Outbox preventing successful

Send/Receive. Delete or move these items.

Recreate Outlook Profile:

  Corrupted profiles can cause issues. Recreate your Outlook profile and configure
your email account again.
 Control Panel > Mail > Show Profiles > Add

Check for Add-in Issues:

 Disable Outlook add-ins one by one to identify if any are causing the problem.
 File > Options > Add-ins

. Run Outlook in Safe Mode:

 Launch Outlook in Safe Mode to check if third-party add-ins are causing issues.
 Press Win + R , type outlook.exe /safe, and press Enter.

Check DNS Settings:

 Ensure that your computer's DNS settings are configured correctly. Incorrect DNS
settings can affect Outlook's ability to connect to mail servers.

Verify Email Account Permissions:

 Ensure that your user account has the necessary permissions to access the email
account.

. Review System Date and Time:

 Incorrect system date and time settings can cause authentication issues. Verify
and correct if necessary.

Contact IT Support or Email Provider:

 If all else fails, reach out to your organization's IT support or contact your email
service provider for assistance.

Additional Tips:

 Logs and Error Messages:

 Review error messages or logs in Outlook for more specific details about
the issue.
  Online Connectivity Tests:
 Use online connectivity tests provided by Microsoft or your email service
provider to diagnose connectivity issues.
 Update Drivers:
 Ensure that your computer's network and graphics drivers are up to date.

Why we get blank page error in configured Printer

A blank page error from a configured printer can occur due to various reasons, and
troubleshooting the issue may involve investigating both hardware and software
components. Here are some common reasons and steps to address a blank page error:

Check Toner/Ink Cartridges:

 Verify that the toner or ink cartridges in the printer have sufficient ink or toner.
Replace cartridges if they are low or empty.

Inspect Paper Tray:

 Ensure that the paper tray has an adequate supply of paper. Make sure the paper
is loaded correctly and is not jammed.

Verify Printer Connections:

 Check the physical connections between the printer and the computer. Ensure
that the USB or network cables are securely connected.

Restart Printer:

 Turn off the printer, wait for a few seconds, and then turn it back on. This simple
step can sometimes resolve communication issues or clear minor glitches.

Check Printer Display:

 If the printer has a display panel, check for any error messages or alerts. Follow
the instructions on the display to address specific issues.

Print a Test Page:

  Use the printer's built-in diagnostic tools to print a test page. This helps verify
whether the issue is with the printer hardware itself.

Update Printer Drivers:

 Ensure that you have the latest printer drivers installed on your computer. Visit
the printer manufacturer's website to download and install the latest drivers.

Check Print Queue:

 Open the print queue on your computer to see if there are any stuck or pending
print jobs. Clear the print queue and try printing again.

Inspect Print Settings:

 Review the print settings in your application (e.g., Microsoft Word or Adobe
Reader) and ensure that they match the paper size and type configured in the
printer.

Difference between service request and incident

Definition:
 An incident is an unplanned interruption or reduction in the quality of an IT
service. It represents an event that disrupts the normal operation of a service and
requires a response to restore normal functionality.

Service Request:

1. Definition:
 A service request is a formal request from a user or a user's representative
for access to an IT service, information, or advice. It is a predefined request
that does not necessarily indicate a problem or interruption in service.

What is DHCP server

A DHCP server, which stands for Dynamic Host Configuration Protocol server, is a network server
that automatically assigns and manages IP addresses and other network configuration
information to devices on a TCP/IP network. The DHCP server plays a crucial role in simplifying
network administration by automating the process of IP address assignment.
What is Service now?

ServiceNow ticketing tool excels in incident management. It automatically raises and assigns
incident tickets, tracks the incidents' status, and ensures that they are resolved promptly. Such a
feature helps IT teams quickly and efficiently resolve issues, improving IT systems' overall
availability and stability.

What is Safe mode?

Safe mode - In Windows, Safe Mode is a troubleshooting option that starts the operating
system with a minimal set of drivers and services.

It is often used to diagnose and fix problems, especially when issues arise due to recently
installed software, device drivers, or malware.

To boot into Safe Mode on Windows, you typically restart the computer and press the F8 key
before the Windows logo appears. In newer versions of Windows (Windows 8 and later), you
may need to access Safe Mode through other methods, such as using the Shift + Restart
combination or using the System Configuration utility.

What is POP3?

POP3, which stands for Post Office Protocol 3, is a standard protocol used in email
communication. It is one of the most widely used protocols for receiving emails from a mail
server to a local email client.

What is SMTP?

SMTP stands for Simple Mail Transfer Protocol. It is a standard communication protocol used to
transmit electronic mail (email) over the internet. SMTP is responsible for sending emails from a
source email program or client to a mail server and between mail servers for relaying messages.

IMAP?

In computing, the Internet Message Access Protocol (IMAP) is an Internet standard protocol
used by email clients to retrieve email messages from a mail server
What is a monitoring tool?

A monitoring tool is a software application or solution designed to observe, track, and report on
the performance and behavior of various aspects of a system, network, application, or service.

WIRESHARK , NAGIOS , SOLAR WINDS [These are sw monitoring tools used to monitor user
activity,network,servers,isp status]

Change request?

A change request is a formal proposal for an alteration to some product or system

To create a CR in Service Now manually, In your ServiceNow instance, search for Change
using the Filter Navigator, click Create New and select which type of change is required:
Normal, Standard or Emergency. Select the Company that is provisioned from Service Now to
NNC. Then, click Request Approval

Problem tickets?

Problem tickets are when a problem or service interruption is reported by more than one person.

How you can access and use "msconfig":

Open the Run Dialog:

Press Windows key + R to open the Run dialog.

Type "msconfig" and Open:

In the Run dialog, type "msconfig" and press Enter or click OK.

System Configuration Utility:

The System Configuration utility window will open.

Tabs in System Configuration:

General: Allows you to choose the startup configuration. You can select Normal startup,
Diagnostic startup, or Selective startup.

Boot: Configures options related to booting, such as boot options and timeout.

Services: Displays a list of services with checkboxes to enable or disable them during startup.

Startup: Shows a list of programs that start with Windows. You can enable or disable them
selectively.

Tools: Provides access to additional tools like Event Viewer, Task Manager, and others.

Using "Selective Startup" for Troubleshooting:

If you choose "Selective Startup," you can selectively enable or disable various components
under the Services and Startup tabs. This is useful for troubleshooting startup issues or
conflicts.

Applying Changes:

After making changes, click "Apply" and then "OK."

Restart Your Computer:

You will be prompted to restart your computer for the changes to take effect. Click "Restart" or
manually restart your computer.

"Msconfig" is a useful tool for managing startup items and troubleshooting certain system
configuration issues. However, be cautious when making changes, especially if you are not
familiar with the impact of disabling specific services or startup programs. It's often used in
diagnostic scenarios or when troubleshooting issues related to system startup or performance.