UPMSP Vocational IT/ITeS cheat sheet

IT-ITeS = Information Technology plus IT-Enabled Services; ITeS covers business processes delivered over IT and telecom links to a client organisation.

Process split: BPO handles rule-based work (data entry, payroll, telemarketing); KPO handles judgement work (research, analytics, finance); LPO handles legal support.

Outsourcing location terms: onshore = same country as client, near-shore = neighbouring country, offshore = distant country such as India or the Philippines.

Delivery models: captive (client-owned centre), third-party vendor, and hybrid/global in-house centre (GIC); contracts are governed by an SLA.

Voice vs non-voice: voice covers inbound and outbound calls; non-voice covers email, chat, and back-office transaction processing.

The IT Act 2000 gives legal recognition to electronic records and digital signatures; the 2008 amendment added data privacy and cyber-offence provisions.

Typical hierarchy: associate/trainee -> senior associate -> team lead -> assistant manager -> process/operations manager.

Communication cycle: sender -> encoding -> message -> channel -> decoding -> receiver -> feedback; noise can distort the message at any stage.

Seven Cs: Clear, Concise, Concrete, Correct, Coherent, Complete, Courteous.

Active listening steps: give full attention, do not interrupt, take notes, paraphrase to confirm, ask clarifying questions.

Non-verbal channels include posture, eye contact, gesture, facial expression and tone of voice; tone often outweighs the literal words.

Email norms: specific subject line, one topic per message, formal salutation, no ALL CAPS (read as shouting), reply inside the agreed turnaround time.

Common barriers: physical noise, semantic barriers such as jargon, psychological barriers such as stress or prejudice, and organisational hierarchy filters.

Résumé order: contact details -> summary/objective -> education -> skills -> experience/internships -> references.

Team roles that keep meetings productive: leader, facilitator, timekeeper, recorder; conflicts are resolved by focusing on interests, not stated positions.

Home row: left hand on A S D F, right hand on J K L ;, thumbs on the space bar; F and J carry tactile bumps for touch typing.

WPM = (total characters typed / 5) / minutes elapsed; one "word" equals five keystrokes including spaces.

Accuracy % = (correct characters / total characters typed) x 100; correctness is checked before speed is pushed.

Data-entry quality controls: double entry (verification), field-level validation, batch totals, and source-to-screen comparison.

Universal shortcuts: Ctrl+C copy, Ctrl+X cut, Ctrl+V paste, Ctrl+Z undo, Ctrl+Y redo, Ctrl+S save, Ctrl+A select all, Ctrl+P print, Ctrl+F find.

File naming: no spaces, avoid / \ : * ? " < > |, use underscores or hyphens; common extensions .docx .xlsx .pptx .pdf .csv.

Ergonomic setup: top of monitor at or just below eye level, elbows near 90 degrees, feet flat, lower back supported; 20-20-20 rule for eye strain.

Common Indian entry-level benchmark for alphanumeric data entry is around 8,000 key depressions per hour with high accuracy; 12,000 kph is used for higher-grade roles.

Word wrap moves text to the next line automatically; Enter starts a new paragraph, Shift+Enter inserts a line break inside the same paragraph.

Styles (Normal, Heading 1, Heading 2) give consistent formatting and are what allow an automatic table of contents and navigation pane.

Track Changes records insertions, deletions and formatting with author names; Accept/Reject All closes the review before final distribution.

Mail merge needs three parts: main document, data source (Excel/Access/list), and merge fields placed in the main document; output can go to printer, email or a new file.

Section breaks allow different orientation, margins, headers and footers within one document (e.g. one landscape page among portrait pages).

Useful keys: Ctrl+Enter page break, F7 spelling and grammar, Ctrl+Shift+> grow font, Ctrl+Shift+< shrink font, Ctrl+E centre, Ctrl+J justify.

Default format is .docx (OOXML); .pdf is used for read-only distribution; .dotx saves a reusable template.

Quick Parts/fields insert page numbers, dates and file names into headers or footers without retyping them on each page.

Reference types: A1 relative, $A$1 absolute, $A1 and A$1 mixed; the F4 key cycles the $ signs while editing a formula.

Every formula begins with =; order of operations is ^ then * / then + -, and parentheses override the default precedence.

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

Error values: ##### column too narrow, #DIV/0! divide by zero, #REF! deleted reference, #NAME? misspelled function, #VALUE! wrong data type.

Sort reorders rows permanently; Filter hides non-matching rows without deleting them; Freeze Panes locks header rows while scrolling.

Chart choice: column/bar for comparing categories, line for trends over time, pie for parts of a single whole series only.

Percent change = (new - old) / old x 100; percent of total = part / total x 100 (format the cell as Percentage).

VLOOKUP(value, table_range, column_number, FALSE) needs the lookup key in the first column of the range; FALSE forces an exact match.

Slide layout controls placeholders on one slide; the theme controls fonts, colours and effects across the whole deck.

Slide Master (View > Slide Master) edits the default formatting and logos of every slide that uses those layouts.

Transitions act between slides; animations act on individual objects inside a slide - do not use the terms interchangeably.

6x6 rule: around six bullet lines per slide and six words per line keeps text readable from the back of a room.

16:9 widescreen is the default aspect ratio (13.33 x 7.5 inches); 4:3 is the legacy standard-screen format.

Formats: .pptx editable, .ppsx opens straight into slideshow, .pdf for handouts; embed media or carry the media files when linking.

Multimedia elements include images, audio, video and animated GIFs; large videos inflate file size and may fail on another machine's codecs.

Presenter View shows speaker notes, next slide and a timer on the presenter's monitor while the audience sees only the slide.

HTML page skeleton: root, for title and meta data, for visible content; most tags come in opening/closing pairs.

Frequent tags:

paragraph, link, image,

/
/
1. lists, //

   tables.

CSS syntax is selector { property: value; }; style can be inline, internal inside

URL anatomy: protocol://host:port/path?query#fragment, for example https://example.com/page?id=5.

HTTP is a stateless request/response protocol on port 80; HTTPS wraps it in TLS on port 443 and shows a padlock in the browser.

DNS maps domain names to IP addresses; IPv4 is a 32-bit dotted-decimal address and IPv6 is 128-bit hexadecimal.

A browser renders pages it downloads; a search engine crawls and indexes pages - these are different functions.

Responsive design needs the viewport meta tag plus media queries (@media) so the layout adapts to phone, tablet and desktop widths.

A relational table is rows (records) plus columns (fields); every field is declared with one data type such as INTEGER, VARCHAR or DATE.

Primary key uniquely identifies a record and cannot be NULL; foreign key points to a primary key in another table to enforce referential integrity.

SQL families: DDL (CREATE, ALTER, DROP), DML (SELECT, INSERT, UPDATE, DELETE), DCL (GRANT, REVOKE).

Basic query form: SELECT columns FROM table WHERE condition ORDER BY column ASC|DESC;

WHERE operators: =, <>, >, <, BETWEEN, IN (list), LIKE ('A%' starts with A, '%a' ends with a), IS NULL / IS NOT NULL.

Aggregates: COUNT, SUM, AVG, MIN, MAX; GROUP BY groups rows for aggregates and HAVING filters those groups (WHERE filters rows before grouping).

Normalisation removes redundancy: 1NF atomic values, 2NF no partial dependency on part of a composite key, 3NF no transitive dependency.

JOIN combines rows from two tables on a matching key; INNER JOIN returns only matching rows, LEFT JOIN keeps all left-table rows.

Workstation ergonomics: screen 50-70 cm away with the top at or below eye level, elbows near 90 degrees, feet flat, wrists neutral, regular micro-breaks.

Electrical safety: no daisy-chained extension boards, do not overload sockets, unplug before servicing, earth equipment, protect critical systems with a UPS.

Indian fire classes: A solid, B liquid, C gas, D metal, E electrical; use CO2 or dry powder on electrical fires, never water.

Password hygiene: favour length over forced complexity, one unique password per account, multi-factor authentication, and no shared or written-down passwords.

Phishing signals: lookalike sender domain, urgency or threat, unexpected attachment, and links whose real target appears only on hover.

Malware types: virus (needs a host file), worm (self-replicates across networks), trojan (disguised as legitimate), ransomware (encrypts and demands payment), spyware (secretly collects data).

Green IT actions: enable sleep and power-saving modes, buy BEE/ENERGY STAR rated devices, virtualise servers, print double-sided, switch off at day end.

E-waste (discarded computers, monitors, batteries, toner) must go to authorised recyclers; batteries and toner cartridges never go into general waste.

Business plan sections: value proposition, market analysis, operations plan, marketing plan, financial projections, risk assessment.

SWOT: Strengths and Weaknesses are internal; Opportunities and Threats are external - complete it before choosing a strategy.

Funding routes: bootstrapping, bank or MUDRA loan, angel/venture capital, government schemes; startups can register on the Startup India portal.

Service quality dimensions (SERVQUAL): reliability, responsiveness, assurance, empathy, tangibles - reliability is rated most important by customers.

KPI vs SLA: a KPI is an internal performance measure; an SLA is a contractual commitment with defined metrics, turnaround times and penalties.

Complaint handling sequence: listen without interrupting, acknowledge and apologise, resolve or escalate, confirm with the customer, follow up.

Entry roles in IT-ITeS: data entry operator, customer support associate, technical support executive, back-office executive, junior tester, web/content trainee.

Self-employment basics: written scope of work, GST registration once turnover crosses the applicable threshold, formal invoicing, and clear payment terms.