RBSE Prav Voc IT and ITeS cheat sheet

Data is raw unprocessed facts; information is data processed into a meaningful form; knowledge applies information to decisions.

IPO cycle: Input (keyboard, mouse, scanner, mic) → Process (CPU) → Output (monitor, printer, speaker); storage holds data between cycles.

CPU has three units: ALU performs arithmetic and logic, Control Unit fetches and decodes instructions and directs other units, registers hold current operands.

Memory hierarchy by speed and cost: registers > cache > RAM > secondary storage; RAM is volatile, ROM is non-volatile and holds firmware such as BIOS.

Units: 1 byte = 8 bits; 1 KB = 1024 bytes; 1 MB = 1024 KB; 1 GB = 1024 MB; 1 TB = 1024 GB.

Primary memory is directly addressable by the CPU; secondary storage (HDD, SSD, pen drive, optical disc) is non-volatile and cheaper per GB.

Input devices convert human data to machine form; output devices convert machine results to human-readable form; a touchscreen is both.

Hardware is the physical component set; software is the instruction set, split into system software (OS, utilities) and application software (word processor, browser).

An OS manages processor, memory, files, devices and users, and provides the interface between user programs and hardware.

Functions: process scheduling, memory allocation, file system management, device management via drivers, and security/access control.

CLI accepts typed commands; GUI uses windows, icons, menus and pointers (WIMP); both invoke the same OS services.

File path: drive letter + folder hierarchy + file name + extension, e.g. C:\Users\Ravi\Docs\report.docx; the extension signals file type.

Common extensions: .txt plain text, .docx Word document, .xlsx spreadsheet, .pptx presentation, .pdf fixed-layout, .jpg/.png images, .exe executable.

File operations: create, rename, copy (duplicates), move (relocates), delete (to Recycle Bin, restorable until emptied).

Absolute path starts from the root; relative path starts from the current working directory.

Multitasking switches CPU among processes; multiuser allows concurrent user sessions; a virtual machine runs an OS inside another OS.

Character formatting changes appearance of selected text (font, size, bold, italic, underline, colour); paragraph formatting changes alignment, indents, spacing and bullets.

Alignment options: left, centre, right, justify; justified text stretches spaces so both margins are even.

Line spacing sets gap between lines within a paragraph; paragraph spacing sets gap before/after a paragraph.

Find locates text; Find and Replace substitutes all or selected occurrences in one operation.

Headers/footers repeat on every page; page numbers are usually inserted as a field inside the footer.

Tables organise data in rows and columns; cells can merge, split, and be formatted with borders and shading.

Mail merge combines a main document with a data source to produce one personalised copy per record.

Track Changes records insertions and deletions for review; Accept/Reject resolves them; comments are annotations that do not alter text.

Print preview shows pagination and margins before printing; Page Setup controls orientation, paper size and margins.

A cell reference combines column letter and row number (B7); a range is written start:end (A1:C10).

Relative reference (A1) shifts when copied; absolute reference ($A$1) is fixed; mixed reference ($A1 or A$1) fixes only one part.

Every formula begins with =; operators are + - * / ^ and comparison operators return TRUE/FALSE.

Core functions: SUM, AVERAGE, COUNT (numbers only), COUNTA (non-empty), MAX, MIN, IF(condition, value_if_true, value_if_false).

Lookup functions: VLOOKUP(value, table, col_index, FALSE) searches the first column; exact match requires FALSE.

Charts: column for comparison, line for trend over time, pie for parts of a whole (single series only), scatter for correlation.

Sorting reorders rows; filtering hides non-matching rows without deleting them; freeze panes keeps headers visible while scrolling.

Conditional formatting applies visual style automatically when a cell value meets a rule.

A slide is the basic unit; a slide master stores fonts, colours and placeholder positions applied to all slides.

Slide layouts define placeholder arrangement: title slide, title-and-content, two-content, blank.

Transitions apply between slides; animations apply to objects within a slide; excessive effects reduce clarity.

Views: Normal for editing, Slide Sorter for reordering, Notes Page for speaker notes, Slide Show for delivery.

Design rule: about six bullet lines per slide and six words per line keeps text legible from the back of a room.

Multimedia elements (image, audio, video) must be embedded or linked correctly; linked files break if moved.

Export formats: .pptx editable, .pdf for distribution, image or video for sharing without the source software.

Digital communication channels include email, instant messaging, video conferencing and shared documents; choose by urgency, audience and record-keeping need.

Internet is the global network of networks; the World Wide Web is a service on it accessed by HTTP/HTTPS.

URL structure: protocol://domain/path?query - e.g. https://example.org/page?id=5.

DNS translates a domain name into an IP address; HTTP is stateless and HTTPS adds TLS encryption.

Common protocols and ports: HTTP 80, HTTPS 443, SMTP 25 (send mail), POP3 110 (download), IMAP 143 (sync).

Email fields: To, Cc (visible copy), Bcc (hidden copy), Subject, Body, Attachment.

Search operators: quotes for exact phrase, minus to exclude a term, site: to restrict to one domain.

Web browser stores history, cache and cookies; clearing cache removes stored page files, not bookmarks.

Cloud services deliver storage and applications over the internet; access depends on connectivity and account credentials.

A database is an organised collection of related data; a DBMS is software that creates, queries and secures it.

Relational model: table (relation) = rows (records/tuples) + columns (fields/attributes); each row is uniquely identified by a primary key.

A foreign key is a column that references another table's primary key, enforcing referential integrity.

SQL categories: DDL (CREATE, ALTER, DROP), DML (INSERT, UPDATE, DELETE), DQL (SELECT).

SELECT syntax order: SELECT columns FROM table WHERE condition GROUP BY column HAVING condition ORDER BY column.

WHERE filters rows before grouping; HAVING filters groups after aggregation.

Aggregate functions: COUNT, SUM, AVG, MIN, MAX; they collapse many rows into one summary value.

Normalisation reduces redundancy and update anomalies by splitting data into related tables (1NF, 2NF, 3NF).

ITES covers service delivery using IT: BPO, KPO, data entry, medical transcription, call centres, payroll and back-office processing.

BPO outsources a defined process; KPO outsources knowledge-intensive work such as research, analytics and legal review.

Voice processes handle inbound (customer calls in) and outbound (agent calls out) calls; non-voice covers email, chat and transaction processing.

SLA (Service Level Agreement) defines measurable targets such as turnaround time, accuracy and uptime.

Key performance metrics: AHT (average handling time), first-call resolution, TAT (turnaround time), shrinkage, quality score.

Escalation matrix routes unresolved issues to higher authority levels within defined time limits.

Data privacy obligations in ITES: process only the minimum client data needed, keep it confidential, and follow the client's documented procedure.

Standard process documents: SOP (standard operating procedure) and workflow chart define steps, owners and handoffs.

Communication process: sender → encoding → message → channel → decoding → receiver → feedback; noise is any interference.

Active listening: attend, do not interrupt, paraphrase to confirm, ask clarifying questions.

Email etiquette: clear subject, one topic per message, professional salutation and closing, proofread before sending, reply within the stated SLA.

Telephone etiquette: answer within three rings, greet with name and organisation, speak clearly, summarise and confirm the action.

Grooming and body language: firm handshake, eye contact, upright posture, and a calm tone convey confidence.

Teamwork roles: initiator, contributor, clarifier, summariser; conflict is handled by focusing on the issue, not the person.

STAR method for interview answers: Situation, Task, Action, Result.

Cultural sensitivity: avoid slang and idioms with international clients; confirm understanding rather than assuming it.

Phishing is a fraudulent message that induces a user to reveal credentials or click a malicious link; verify the sender domain before acting.

Strong password: at least 12 characters, mixed case, digits and symbols, unique per account; a password manager avoids reuse.

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

Two-factor authentication adds a second factor (OTP, authenticator app, hardware key) beyond the password.

Firewall filters network traffic by rules; antivirus detects known malicious patterns; both must be updated regularly.

Digital footprint is the trail of data left online and persists; posting under a real name is publicly attributable.

Ethics in IT: do not access data without authorisation, respect software licences, do not plagiarise, disclose conflicts of interest.

India's Digital Personal Data Protection Act, 2023 governs processing of digital personal data and requires consent and purpose limitation.

Artificial intelligence: machine learning learns patterns from data; supervised learning uses labelled examples, unsupervised learning finds structure in unlabelled data.

Cloud computing service models: IaaS (infrastructure), PaaS (platform), SaaS (software); deployment models are public, private and hybrid.

IoT connects physical devices with sensors to the internet to collect and exchange data; examples are smart meters and wearables.

Blockchain is a distributed, append-only ledger of cryptographically linked blocks; it supports traceability without a central authority.

Big data is characterised by volume, velocity, variety, veracity and value; analytics turns it into decisions.

AR overlays digital content on the real world; VR replaces the real world with a simulated environment.

Startup essentials: problem validation, minimum viable product (MVP), business model canvas, funding stages (bootstrapping, angel, venture capital).

Intellectual property for IT ventures: copyright protects source code, trademark protects brand names, patent protects novel technical processes.