UPMSP High School IT & ITeS cheat sheet

Data is raw unprocessed facts; information is processed data that is meaningful to a user; knowledge is information applied with judgement.

IPO cycle: Input devices (keyboard, mouse, scanner, mic) feed the CPU, which processes and sends results to Output devices (monitor, printer, speaker); storage holds data persistently.

CPU units: ALU performs arithmetic and logic operations; Control Unit fetches, decodes and directs execution; registers are the fastest, smallest storage inside the CPU.

Memory hierarchy by speed and cost: registers > cache > RAM > secondary storage (HDD/SSD) > optical/tape. RAM is volatile; ROM is non-volatile and holds firmware/BIOS.

Units: 1 nibble = 4 bits, 1 byte = 8 bits, 1 KB = 1024 bytes, 1 MB = 1024 KB, 1 GB = 1024 MB, 1 TB = 1024 GB.

Software classes: system software (OS, device drivers, utilities) manages hardware; application software (word processor, browser) serves the user's task.

Number systems: binary base 2, octal base 8, decimal base 10, hexadecimal base 16. Example: 1011₂ = 11₁₀ = B₁₆.

Character coding: ASCII uses 7 bits (128 codes); Extended ASCII uses 8 bits (256 codes); Unicode supports multiple scripts with 16+ bits per character.

Generation timeline: 1st vacuum tubes, 2nd transistors, 3rd integrated circuits, 4th microprocessors, 5th AI and parallel processing.

Word processor file extensions: .docx (document), .doc (legacy), .rtf (rich text interchange), .pdf (fixed layout). Default page size in Indian offices is A4 (210 × 297 mm).

Word features map to purpose: Styles for consistent headings, Track Changes for review, Mail Merge for one letter to many recipients, Header/Footer for repeated page furniture.

Spreadsheet cell reference: column letter + row number (e.g., C5). Absolute reference $C$5 stays fixed on copy; mixed $C5 or C$5 locks only one part.

Common spreadsheet functions: =SUM(A1:A10), =AVERAGE(range), =COUNT (numbers only) vs =COUNTA (non-blank), =IF(condition, true_value, false_value), =VLOOKUP(lookup, table, col, FALSE).

Formula errors: #DIV/0! division by zero, #REF! deleted reference, #NAME? unrecognised name, #VALUE! wrong data type, ##### column too narrow.

Chart choice rule: column/bar for comparing categories, line for trends over time, pie for parts of one whole, scatter for correlation between two numeric variables.

Presentation rules of thumb: one idea per slide, 6×6 guideline (max ~6 bullets, ~6 words each), sans-serif fonts at 24 pt or larger, high text-to-background contrast.

File formats: .xlsx workbook, .csv plain comma-separated values (data only, no formulas/formatting), .pptx presentation, .odt/.ods/.odp open-document equivalents.

Internet = global network of networks using TCP/IP; WWW = hypertext service on it. HTTP/HTTPS default port 80/443; HTTPS adds TLS encryption.

URL anatomy: scheme://host:port/path?query#fragment - e.g., https://example.org:443/docs/page.html?id=7.

DNS translates domain names to IP addresses; a domain is read right-to-left in hierarchy: host.subdomain.example.org, with .org the top-level domain.

Browser actions: bookmark saves a URL locally, history logs visited pages, cache stores copies for speed, cookies store small site-specific state, private/incognito mode avoids local history but not ISP visibility.

Search operators: quotes for exact phrase, minus to exclude a term, site: to restrict to a domain, filetype: to restrict format, OR for alternatives.

Email fields: To (primary recipients), Cc (visible copy), Bcc (hidden copy - use for large lists to protect addresses), Subject, Body, Attachment.

Netiquette and safety: do not type passwords on HTTP pages or public Wi-Fi without VPN, verify sender address before opening attachments, use Reply All only when all recipients need the answer.

Cloud vs local: cloud storage syncs across devices and needs connectivity; local storage works offline but is tied to one machine unless backed up.

ITeS = services delivered using IT infrastructure; BPO = contracting a business process to a third-party provider. BPO is a subset of outsourcing, and ITeS is the broader service category.

BPO types: back office (data entry, payroll, accounting), front office (customer support, sales), and knowledge process outsourcing (KPO: research, analytics, legal).

Onshore = provider in the client's country; nearshore = nearby country; offshore = distant country. Choice balances cost, language skill, time zone and regulation.

SLA (Service Level Agreement) fixes measurable targets such as turnaround time, accuracy %, uptime % and first-response time; penalties apply on breach.

Common ITeS roles: data-entry operator, voice/non-voice associate, quality analyst, team leader, process trainer, workforce scheduler.

Quality metrics: AHT (average handling time), FCR (first contact resolution), CSAT (customer satisfaction score), shrinkage (unproductive logged-out time), occupancy.

Data protection duties in BPO: least-privilege access, clean-desk and no-paper/no-pen zones on the floor, no personal mobile phones at the workstation, logged and audited access.

Escalation path: agent → team leader → process manager → client contact; escalate when the issue exceeds the agent's authority or SLA risk is imminent.

Data-entry accuracy rule: verify source against entry field-by-field; a single transposed digit in an account or ID number is a critical error, not a minor one.

Speed benchmarks: professional alphanumeric entry is commonly 8,000–12,000 keystrokes per hour with 98%+ accuracy; accuracy is prioritised over raw speed.

Standard fields to validate: date format (DD/MM/YYYY in Indian practice), PIN code exactly 6 digits, mobile number 10 digits starting 6–9, PAN 10 characters (5 letters, 4 digits, 1 letter).

Double-entry verification: key the same data twice by different operators and compare; mismatches are re-checked against the source document.

Record life cycle: creation → classification → storage → retrieval → retention → secure disposal (shredding for paper, certified wiping for digital media).

Filing methods: alphabetical (names), numerical (account/roll numbers), chronological (dates), geographical (region). Choose the one matching the most frequent retrieval query.

Documentation set for a process: SOP (step-by-step procedure), work instruction (task detail), checklist (verification points), log register (who did what and when).

Backup rule 3-2-1: at least 3 copies, on 2 different media, with 1 copy off-site or offline; test restores periodically, not just backups.

Topologies: star (central switch, single point of failure at hub), bus (one backbone cable, collision-prone), ring (token order), mesh (redundant links, costly), hybrid (combination).

LAN covers a room/building; MAN a city; WAN spans countries (the Internet is the largest WAN). PAN is personal, roughly 10 m (Bluetooth).

OSI has 7 layers (Physical, Data Link, Network, Transport, Session, Presentation, Application); TCP/IP model has 4 (Network Access, Internet, Transport, Application).

Devices: hub broadcasts to all ports (Layer 1), switch forwards by MAC address (Layer 2), router forwards by IP address between networks (Layer 3), modem converts between digital and line signals.

IPv4 address = 32 bits in four dotted decimal octets (e.g., 192.168.1.10); private ranges are 10.0.0.0/8, 172.16.0.0/12, 192.168.0.0/16. IPv6 uses 128 bits.

TCP is connection-oriented and reliable (retransmits lost packets); UDP is connectionless and faster but unreliable - used for streaming and DNS queries.

Cabling: twisted pair (Cat5e/Cat6, RJ-45, 100 m limit), coaxial, fibre optic (long distance, immune to EMI). Wi-Fi standards are IEEE 802.11 family.

Diagnostic commands: ping (reachability), ipconfig/ifconfig (local IP settings), tracert (path hops), nslookup (DNS resolution). A default gateway is the router IP a host uses to leave its subnet.

POST (Power-On Self-Test) runs from BIOS/UEFI at boot; repeated beeps with no display usually indicate RAM or graphics failure, not an OS problem.

Troubleshooting sequence: identify the symptom → reproduce → check the simplest causes (power, cable, switch) → isolate by substitution → fix → verify → document.

No display checklist: monitor power LED, video cable seating, input source selected, RAM reseated, POST beep pattern.

No power checklist: wall socket live, power cable, PSU switch, SMPS output, then motherboard. Never open a PSU - capacitors retain charge.

Slow PC causes ranked: insufficient RAM, full or failing HDD/SSD, malware, too many startup programs, overheating with thermal throttling.

Printer faults: offline status, wrong default printer, paper jam sensor, empty/toned cartridge, driver mismatch, spooler service stuck.

ESD precautions: antistatic wrist strap, touch bare metal chassis before handling cards, hold boards by edges, store in antistatic bags.

Preventive maintenance: clean dust filters, check fan operation, update drivers and firmware, monitor disk health (SMART), schedule backups.

Password hygiene: long passphrase, unique per site, never shared; enable two-factor authentication; a password manager stores unique credentials so reuse is unnecessary.

Phishing signs: urgency, mismatched sender domain, generic greeting, unexpected attachment, link whose visible text differs from its real target - verify by typing the address manually.

Malware classes: virus (attaches to files), worm (self-spreads over network), trojan (disguised as useful), ransomware (encrypts and demands payment), spyware (secretly collects data).

Indian legal frame: IT Act 2000 (amended 2008) covers unauthorised access, identity theft and privacy violation; the DPDP Act 2023 governs personal-data processing. Copyright infringement and plagiarism are separate ethical and legal breaches.

Cyber-hygiene routine: patch OS and apps, lock screen when leaving, log out of shared machines, back up, review app permissions, avoid pirated software.

Digital footprint: posts, comments and uploads persist and are copyable; deleting an account does not guarantee deletion of copies held elsewhere.

Reporting channels in India: cybercrime.gov.in and helpline 1930 for financial fraud; CERT-In for organisational incidents; the school's grievance officer for internal matters.

Ethics at work: no unauthorised copying of licensed software, no accessing others' files, respect confidentiality of client data, disclose conflicts of interest.

Entrepreneur vs employee: the entrepreneur bears risk and owns the venture; the employee supplies labour for a wage. Intrapreneurs innovate inside an existing firm.

Business plan essentials: idea and value proposition, target market, competitor analysis, operations plan, marketing plan, cost and revenue projection, funding requirement.

Startup costs split into fixed (rent, licences, salaries) and variable (materials, packaging, delivery); break-even quantity = fixed cost ÷ (price − variable cost per unit).

Indian MSME registration: Udyam portal; micro, small and medium thresholds are defined by investment and turnover limits, and registration eases access to credit and subsidies.

Funding ladder: self/ friends and family → bank loan or mudra/stand-up schemes → angel investors → venture capital. Each stage trades equity or interest for capital.

Communication model: sender → encode → channel → decode → receiver → feedback, with noise as interference. Choose channel by urgency and need for a written record.

Email etiquette: specific subject line, one topic per message, greeting and sign-off, proofread, reply within one working day, use 'Reply All' only when all need the information.

Resume and interview basics: one to two pages, reverse-chronological, quantified achievements, tailored to the role; in interviews use the STAR pattern (Situation, Task, Action, Result).

Teamwork and workplace conduct: punctuality, active listening, giving and receiving feedback, respecting hierarchy while raising concerns through the correct channel.

Typical practical set: one word-processing document (with table and mail merge), one spreadsheet with formulas and a chart, one presentation of 8–10 slides, and a data-entry accuracy test.

Project report structure: title page, certificate, acknowledgement, index, introduction, objectives, methodology/tools used, work done with screenshots, results, conclusion, bibliography.

Viva marking usually weights: correctness of output, understanding of steps, use of correct terminology, neatness and file organisation, communication during the viva.

Be ready to explain why, not only how: why a formula was made absolute, why a chart type was chosen, why a field was validated, why a backup was taken.

Common viva questions: difference between RAM and ROM, relative vs absolute reference, what HTTPS adds, what an SLA is, how you would verify entered data, what you would do on a suspected phishing mail.

File-handling discipline: name files logically (RollNo_Name_Project), keep a folder per task, save versions, export a PDF copy for submission, carry a backup on a second device.

Demonstrate accuracy under observation: read the source aloud, key the field, re-read and compare; report your own errors before the examiner finds them.

Time management in a timed practical: allocate roughly 60% to core task, 25% to formatting/verification, 15% to saving, exporting and final check.