Punjab PSEB Matric NSQF IT/ITeS cheat sheet

IT stands for Information Technology; ITeS stands for Information Technology enabled Services - ITeS is service delivery (BPO, KPO, call centres, data processing) that depends on IT infrastructure.

NSQF (National Skills Qualifications Framework) levels run 1 to 10; PSEB Matric IT/ITeS vocational courses typically map to NSQF Level 2-4, with Level 4 commonly equated to Class 12-equivalent skill competence.

Hardware = physical components (CPU, RAM, motherboard, monitor); software = programs and data. Firmware (BIOS/UEFI) is stored in ROM/flash and sits between hardware and OS.

Input devices: keyboard, mouse, scanner, microphone, webcam, touchscreen, barcode reader. Output devices: monitor, printer, speaker, projector. A touchscreen is both input and output.

Primary memory is volatile and directly accessed by the CPU (RAM, cache); secondary memory is non-volatile storage (HDD, SSD, pen drive, DVD). ROM is non-volatile primary memory holding startup instructions.

Memory units: 1 byte = 8 bits; 1 KB = 1024 bytes; 1 MB = 1024 KB; 1 GB = 1024 MB; 1 TB = 1024 GB. Bit is the smallest unit; nibble = 4 bits.

CPU has three functional units: ALU (arithmetic and logic operations), Control Unit (fetches, decodes, directs execution), and registers (fast internal storage such as accumulator and program counter).

Ports and connectors: USB (universal serial, hot-swappable), HDMI (digital audio + video), VGA (analog video), Ethernet RJ-45 (LAN), 3.5 mm audio jack. USB-C is reversible and can carry power, data and video.

Software categories: system software (OS, device drivers, utilities) vs application software (word processor, spreadsheet, browser). An operating system manages hardware, files, memory and processes and provides a user interface.

Common office file extensions: .docx (Word), .xlsx (Excel), .pptx (PowerPoint), .pdf (portable document), .txt (plain text), .csv (comma-separated values).

Spreadsheet essentials: a cell is referenced as ColumnLetter+RowNumber (e.g., B5); a range is written A1:C10; formulas begin with '='; SUM, AVERAGE, COUNT, MAX and MIN are the core statistical functions.

In Excel, relative references (A1) shift when copied, absolute references ($A$1) stay fixed, and mixed references lock only row ($A1) or column (A$1).

Word processing: font formatting affects characters (size, bold, italic); paragraph formatting affects layout (alignment, line spacing, indents); page setup controls margins, orientation and paper size.

Email structure: To (primary recipients), Cc (carbon copy, visible to all), Bcc (blind carbon copy, hidden from other recipients), Subject (topic line), Body, Attachment. SMTP sends mail; POP3/IMAP retrieve it.

Internet basics: WWW is a service on the Internet; HTTP/HTTPS transfer web pages (HTTPS is encrypted via TLS); URL parts are protocol, domain name, path. DNS translates domain names into IP addresses.

A web browser renders HTML/CSS/JavaScript; search engines (Google, Bing) index pages and return results by relevance. A cookie is a small text file stored by a site in the browser to remember state.

Cyber safety rules: use strong unique passwords, enable two-factor authentication, verify sender addresses before clicking links, avoid public Wi-Fi for banking, and log out of shared computers.

Common cyber threats: phishing (fake messages harvesting credentials), malware (virus, worm, trojan, ransomware), spyware (secret monitoring), and social engineering (manipulating people rather than systems).

ITeS/BPO roles: call centre agent (voice support), technical support executive, data entry operator, KPO analyst, medical transcriptionist, back-office processing associate.

BPO = Business Process Outsourcing (outsourcing a business function); KPO = Knowledge Process Outsourcing (higher-value analysis, research, legal/medical work). Both are ITeS sub-types.

Customer-service metrics: First Call Resolution (FCR), Average Handling Time (AHT), Customer Satisfaction (CSAT), Service Level (e.g., 80/20 = 80% of calls answered in 20 seconds), and shrinkage (unproductive scheduled time).

Communication skills in ITeS: active listening (paraphrase and confirm), clear neutral tone, avoiding jargon, and using the customer's name. Escalation follows a defined tier structure (L1 to L2 to L3).

Data privacy in ITeS: personal data must be collected for a stated purpose, kept confidential, not shared without consent, and handled per organisational policy and applicable law; screen-lock and clean-desk rules prevent data leakage.

Workplace safety and ergonomics: monitor at eye level, feet flat on floor, wrists straight, 20-20-20 rule (every 20 minutes look 20 feet away for 20 seconds), and take scheduled micro-breaks.

Teamwork and employability: a resume lists contact details, objective, education, skills and experience; a cover letter introduces the application. Interview etiquette includes punctuality, researched questions and a thank-you follow-up.

Entrepreneurship and self-employment: an ITeS micro-enterprise can offer data entry, DTP, cyber-café services, computer repair or website maintenance; a simple business plan covers service, pricing, customers and costs.

Green IT and e-waste: reduce printing, power off idle devices, and dispose of old electronics through authorised e-waste recyclers - e-waste contains hazardous metals such as lead and mercury.