Haryana BSEH Secondary NSQF IT-ITeS cheat sheet

IT-ITeS stands for Information Technology and Information Technology Enabled Services; ITeS covers business processes delivered using IT, such as BPO, KPO, and customer support.

IT services are project- or application-based (software development, testing, maintenance); ITeS is process-based (voice/non-voice support, data processing, HR and finance outsourcing).

BPO (Business Process Outsourcing) handles routine, rule-based work such as call handling and order processing; KPO (Knowledge Process Outsourcing) handles judgement-based work such as research, analytics, and legal review.

Common entry roles: helpdesk/technical support executive, data entry operator, domestic data entry operator (DEO), and customer care executive; higher roles include developer, tester, team leader, and project manager.

Voice processes are telephone-based and require spoken language and accent-neutral clarity; non-voice processes use email, chat, or back-office transaction work.

A career ladder typically runs executive/trainee → senior executive → team leader → assistant manager → manager; each step adds people-management and reporting duties.

Attrition and SLA (Service Level Agreement) metrics govern the industry: SLA defines measurable service targets (e.g., 95% calls answered in 20 seconds).

Inbound process = customer contacts the company (support, complaints); outbound process = company contacts the customer (sales, follow-up, collections).

NSQF levels map job roles to skill levels: Level 1 is entry-level helper work and Level 10 is top professional/managerial; the Secondary IT-ITeS course aligns to entry NSQF levels.

Hardware is the physical equipment; software is the set of instructions. Firmware is software permanently stored in ROM on a device.

Input devices: keyboard, mouse, scanner, microphone, webcam. Output devices: monitor, printer, speaker, projector. Storage devices: HDD, SSD, pen drive, CD/DVD.

Primary memory is directly accessed by the CPU (RAM, ROM). RAM is volatile and loses data on power-off; ROM is non-volatile.

Secondary memory is non-volatile mass storage; 1 KB = 1024 bytes, 1 MB = 1024 KB, 1 GB = 1024 MB, 1 TB = 1024 GB.

CPU has three units: ALU (arithmetic and logic), Control Unit (directs operations), and registers (fast temporary storage).

Software types: system software (operating system, device drivers, utilities) and application software (word processor, spreadsheet, browser).

Data flow: Input → Processing (CPU) → Output, with storage holding data before and after processing.

Bit = binary digit (0 or 1); 8 bits = 1 byte; a byte typically stores one character.

A computer's speed is measured in hertz (GHz for CPU clock), and storage capacity in bytes.

An operating system manages hardware, runs applications, manages files and memory, and provides a user interface (GUI or CLI).

Examples: Windows, Linux, macOS, Android, iOS. A single-user multitasking OS such as Windows lets one user run many programs at once.

File system concepts: file, folder/directory, path (e.g., C:\Users\Name\Documents), extension (.docx, .xlsx, .txt, .exe).

Common file operations: create, rename (F2), copy (Ctrl+C), cut (Ctrl+X), paste (Ctrl+V), delete (Delete), permanent delete (Shift+Delete), restore from Recycle Bin.

Desktop components: icons, taskbar, Start menu, notification area/system tray, and window controls (minimize, maximize, close).

Device management: install a printer via Settings → Devices → Printers & scanners; a driver is software that lets the OS communicate with a device.

Disk utilities: Disk Cleanup removes temporary files; defragmentation reorganizes mechanical HDD data (not needed for SSD).

POST (Power-On Self-Test) runs at startup to check hardware; failure usually shows beep codes or an error message.

Safe shutdown closes files and flushes buffers; forcing power-off risks data loss and file-system corruption.

Word processor file extensions: .docx (Word), .odt (OpenDocument Text); spreadsheet: .xlsx, .ods, .csv (comma-separated values, plain text).

Essential word-processing shortcuts: Ctrl+B bold, Ctrl+I italic, Ctrl+U underline, Ctrl+S save, Ctrl+P print, Ctrl+Z undo, Ctrl+Y redo, Ctrl+F find.

Alignment options: left (Ctrl+L), center (Ctrl+E), right (Ctrl+R), justify (Ctrl+J). Line spacing and paragraph spacing are set in the Paragraph dialog.

Header/footer repeat on every page; page numbers are inserted via Insert → Page Number. A section break allows different headers per section.

Mail merge combines a main document with a data source (list of names/addresses) to produce personalized copies.

Spreadsheet structure: workbook → worksheet → cell; a cell address combines column letter and row number (e.g., B7). A range is written A1:C10.

Formula always starts with = (e.g., =A1+B1). Functions: =SUM(A1:A10), =AVERAGE(B1:B10), =MAX(), =MIN(), =COUNT(), =IF(condition, value_if_true, value_if_false).

Cell references: relative (A1) changes when copied; absolute ($A$1) stays fixed; mixed ($A1 or A$1) fixes only column or row.

Charts (column, pie, line) are created from selected data; a pie chart shows parts of a whole and needs one data series.

A presentation is a set of slides; a slide master controls the common layout, fonts, and background for all slides.

Slide layouts define placeholders (title, content, image); choosing a layout after adding content may reflow text boxes.

Views: Normal (edit one slide), Slide Sorter (reorder slides), Notes Page (speaker notes), Slide Show (full-screen delivery).

Transitions apply between slides; animations apply to objects within a slide. Too many of either reduces clarity.

Slide Show shortcuts: F5 start from beginning, Shift+F5 start from current slide, Esc end show, B black screen.

Design rules: one idea per slide, minimum readable font (about 24 pt for body), high contrast, limited bullets (about 6 per slide), consistent theme.

Digital documentation stores records electronically: scanned images, PDFs, and forms; PDF preserves layout across devices.

Accessibility in documents: add alt text to images, use real heading styles instead of bold text, and ensure readable colour contrast.

Export options: export slides to PDF or images; embed fonts or use standard fonts to avoid layout changes on other computers.

Internet = global network of networks; WWW is a service on it. URL parts: protocol (https://), domain name, path, and optional query.

HTTP is unencrypted; HTTPS encrypts traffic with TLS. A padlock icon indicates HTTPS, not that the site is trustworthy.

Domain suffixes: .com commercial, .org organization, .gov government, .edu education, .in India, .net network.

Browser functions: address bar, back/forward, refresh (F5), bookmarks/favourites, history, downloads, private/incognito mode.

Search operators: quotation marks for exact phrase, minus sign to exclude a word, site: to restrict to a domain.

Email fields: To (primary recipients), Cc (carbon copy, visible to all), Bcc (blind copy, hidden from other recipients), Subject, Body, Attachment.

Email etiquette: clear subject line, short paragraphs, no ALL CAPS (reads as shouting), reply-all only when needed, check attachments before sending.

Netiquette: do not forward others' messages without consent, avoid sharing personal data publicly, respect others' privacy online.

POP3 downloads mail to one device; IMAP keeps mail synchronized on the server across devices.

Touch typing home row: left hand A S D F, right hand J K L ;. F and J carry raised bumps for finger positioning.

Standard typing speed is measured in WPM (words per minute); accuracy is measured as (correct characters ÷ total characters) × 100.

Key shortcuts: Ctrl+A select all, Ctrl+X/C/V cut/copy/paste, Ctrl+Home go to start, Ctrl+End go to end, Alt+Tab switch applications.

Data entry quality rules: verify against the source document, keep consistent formats (date, currency), and never guess missing values-flag them.

Common data-entry errors: transposition (swapping digits), omission, duplication, and wrong-field entry; double entry or checksums help detect them.

Office records include inward/outward registers, attendance registers, leave records, and file movement logs; entries are dated and initialled.

Filing methods: alphabetical (names), numerical (numbers/serial), chronological (dates), and subject-wise (topics).

A memo is an internal short communication; a circular goes to many recipients; a notice announces information formally.

Confidentiality: personal and payroll data should be accessible only to authorized staff, and screens locked when unattended.

Database = organized collection of related data; DBMS = software that creates, stores, and retrieves it (e.g., MS Access, MySQL).

A table stores data in rows (records) and columns (fields); each field has a data type (text, number, date, yes/no).

Primary key uniquely identifies each record and cannot be blank or duplicated; foreign key is a field that refers to a primary key in another table.

Relationships: one-to-one, one-to-many (most common), many-to-many (needs a junction table).

SQL basics: SELECT columns FROM table WHERE condition; INSERT adds rows, UPDATE modifies, DELETE removes; ORDER BY sorts results.

A query retrieves data matching criteria; a form provides a friendly input screen; a report presents data for printing or review.

Data validation reduces errors: restrict data type, set required fields, use validation rules (e.g., age between 1 and 120).

Data vs information: data is raw facts; information is processed data useful for decisions.

Backups protect against data loss; a backup should be stored separately from the original and tested for restoration.

Phishing = fraudulent messages that impersonate a trusted source to steal credentials or data; signs include urgency, spelling errors, and mismatched sender address.

Strong password practice: long passphrase, mix of cases/digits/symbols, unique per site, changed after any suspected breach; never share OTPs.

Malware types: virus (attaches to files), worm (self-replicates over networks), trojan (disguised as useful software), ransomware (encrypts data for payment), spyware (secretly collects data).

Firewall filters network traffic; antivirus detects known malicious patterns; both should be updated regularly.

Two-factor authentication adds a second proof (OTP, app code) so a stolen password alone is not enough.

Personal data safety: do not share address, phone, or bank details publicly; review privacy settings; log out on shared computers.

Cybercrime reporting in India: report at cybercrime.gov.in or call 1930 for financial fraud; preserve screenshots and transaction IDs as evidence.

Digital etiquette: no abusive language, no cyberbullying, no forwarding unverified news, credit original authors, and respect copyright.

Digital footprint is permanent: posts, comments, and images can be copied and remain searchable; a weak privacy setting exposes them to strangers.

Employability skills include communication, teamwork, problem solving, self-management, and digital literacy-alongside technical skill.

Entrepreneur vs employee: an entrepreneur bears risk and owns the business; an employee provides labour for a wage.

Business plan essentials: product/service idea, target customer, market need, cost and pricing, marketing, and funding requirement.

Types of enterprise by size: micro, small, medium (MSME); registration can qualify for government schemes and easier credit.

Communication process: sender → message → channel → receiver → feedback; noise is any interference that distorts the message.

SMART goals: Specific, Measurable, Achievable, Relevant, Time-bound.

Time management tools: to-do list, priority matrix (urgent/important), and calendar blocking.

Resume essentials: contact details, objective, education, skills, and experience/projects; keep it truthful, concise, and error-free.

Interview basics: research the employer, prepare examples of your work, greet politely, listen fully, and ask relevant questions at the end.

Practical tasks are assessed on process plus output: correct procedure, accuracy, time taken, and file saved in the specified folder/name.

Project structure: title, objective, tools used, procedure, observations/data, result, and conclusion; cite sources used.

Portfolio evidence: screenshots, saved files, and a short write-up showing what you did and what you learned.

Workplace soft skills: punctuality, attendance, grooming, active listening, and following the chain of command.

Teamwork behaviours: share information, complete your part on time, give credit, and raise problems early rather than hiding them.

Grievance handling: report to the immediate supervisor first; escalate step by step, keeping written records.

Customer handling: greet, listen without interrupting, confirm understanding by repeating the issue, and state the next step and timeline.

Workplace safety and ergonomics: chair height so feet rest flat, monitor at eye level, short breaks to avoid strain.

Feedback is used for improvement: accept it without argument, ask for specifics, and act on one point at a time.