WBBSE Madhyamik Vocational IT & ITeS cheat sheet

IT is the use of computers, storage, networking and software to create, process, store, secure and exchange data; ITeS is the broader industry of delivering such services to clients.

Data becomes information when processed into a meaningful context; information becomes knowledge when interpreted and applied by a person.

The IT–ITeS industry value chain: hardware and software supply, IT services (development, integration, maintenance), and business process services (BPO, KPO, data entry, support).

BPO = Business Process Outsourcing (routine, rule-based processes); KPO = Knowledge Process Outsourcing (judgment, research, analytics, domain expertise).

Common ITeS delivery models: onshore (same country as client), nearshore (nearby country), offshore (distant country); cost, time zone and language drive the choice.

SLA (Service Level Agreement) defines measurable service targets such as turnaround time, accuracy and uptime; the client and provider both sign it.

Key ITeS performance metrics: AHT (Average Handling Time), FCR (First Call Resolution), TAT (Turnaround Time), QA score and shrinkage.

India's IT–ITeS growth drivers: skilled English-speaking workforce, cost advantage, time-zone overlap, government IT parks and export-friendly policy.

CPU = ALU (arithmetic and logic operations) + Control Unit (fetch-decode-execute sequencing) + registers; clock speed is measured in GHz.

Primary memory is volatile RAM (working memory, loses data on power-off); ROM is non-volatile and holds firmware such as BIOS/UEFI.

Storage hierarchy by speed and cost: registers > cache > RAM > SSD > HDD > optical/tape; cache is fastest and smallest.

Input devices: keyboard, mouse, scanner, microphone, webcam, touchscreen, barcode reader. Output devices: monitor, printer, speaker, plotter.

Ports and connectors: USB (universal, hot-swappable), HDMI (audio + video), VGA (analog video), Ethernet RJ-45 (LAN), audio jack.

OS functions: process management, memory management, file system management, device (I/O) management, security and user interface.

32-bit vs 64-bit: a 32-bit OS addresses up to about 4 GB RAM; a 64-bit OS addresses far more and can run 32-bit applications.

File path rule: an absolute path starts from the root (e.g., C:\Users\Name); a relative path is resolved from the current working directory.

Word processor styles (Heading 1, Heading 2) drive automatic table of contents, navigation pane and outline structure; direct formatting breaks that structure.

Section breaks change page orientation, headers/footers, columns or page numbering for only part of a document; page breaks only move content to a new page.

Track Changes records insertions and deletions; Accept/Reject resolves them; Comments are annotations that never enter the final printed text.

Mail Merge needs a main document, a data source (list/table) and merge fields; it produces one personalised copy per data record.

Spreadsheet cell reference types: A1 relative (changes on copy), $A$1 absolute (fixed), $A1 mixed column, A$1 mixed row.

Common functions: SUM, AVERAGE, COUNT (numbers only), COUNTA (non-empty), COUNTBLANK, MAX, MIN, IF, ROUND, VLOOKUP, CONCATENATE/TEXTJOIN.

Error values: #DIV/0! (division by zero), #VALUE! (wrong data type), #REF! (deleted/invalid reference), #NAME? (unrecognised name), #N/A (lookup not found).

Chart selection rule: column/bar for comparison, line for trend over time, pie for parts of one whole, scatter for correlation between two numeric variables.

Sort vs Filter: Sort reorders all rows by a key; Filter hides non-matching rows without changing order. Freeze Panes locks rows/columns during scrolling.

Slide Master stores fonts, colours, placeholders and logo position; editing it updates every slide that uses that layout.

Slide layout options: Title Slide, Title and Content, Two Content, Comparison, Blank; placeholders accept text, image, chart, table or media.

Transitions apply between slides; animations apply to objects within one slide. Too many effects reduce readability.

Reading order in a slide: title first, then content, then supporting visuals; minimum recommended body text size for projection is about 24 pt.

6x6 guideline: at most about six bullet lines per slide and six words per line to keep slides scannable.

Digital documentation formats: .docx/.odt (editable text), .pdf (fixed layout, portable), .pptx/.odp (presentation), .jpg/.png (raster image), .svg (vector).

Accessibility essentials: alt text for images, real heading styles instead of bold text, sufficient colour contrast, captions for video.

PDF/A is an ISO archival PDF profile; PDF is preferred for final submission because fonts and layout stay fixed across devices.

URL anatomy: protocol (https://) + domain (example.com) + path (/page) + optional query string (?id=5). HTTPS encrypts traffic with TLS; HTTP does not.

DNS translates a domain name into an IP address; a browser then opens a TCP connection (port 443 for HTTPS, 80 for HTTP) to that address.

Browser features: bookmarks/favourites, history, cache, cookies, private/incognito mode, download manager, extensions.

Search operators: quotation marks for an exact phrase, site: to limit to a domain, minus sign to exclude a word, filetype: to restrict file format.

Email fields: To (primary recipients), Cc (visible copy), Bcc (hidden copy, protects recipient privacy), Subject, Body, Attachment.

Email hygiene: keep the subject specific, one topic per message, plain greeting and sign-off, and reply-all only when every recipient needs the reply.

POP3 downloads mail to one device and often removes it from the server; IMAP keeps mail synchronised on the server across devices.

Netiquette: no typing in all capitals (reads as shouting), quote only relevant text, do not forward chain mail, respect others' bandwidth and privacy.

Call flow in voice BPO: greeting and verification, active listening, need identification, resolution or escalation, summary and closing.

Data entry quality rules: transcribe exactly as in source, no guessing, flag illegible fields, maintain field-level accuracy, and re-check numeric and date fields.

Common data entry controls: double-key verification, validation rules (format, range, mandatory fields), batch totals and audit trail.

KPO work types: financial research, equity and market analysis, legal process support, medical coding and transcription, data analytics.

Ticket lifecycle: logged → assigned → in progress → resolved → closed; reopened if the customer reports recurrence within the SLA window.

Escalation levels: L1 (first contact, standard queries), L2 (technical/specialist), L3 (engineering/vendor); escalation is triggered by SLA breach risk or authority limits.

CSAT measures satisfaction with a specific interaction; NPS asks likelihood to recommend and ranges from -100 to +100; CES measures ease of resolution.

Voice and accent neutralisation, active listening and empathy statements are core soft skills; process knowledge and system navigation are the core hard skills.

Phishing = fraudulent email/site that harvests credentials; vishing = voice call; smishing = SMS. Check sender domain and never enter credentials from a link.

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

Strong password rules: length over complexity, unique per account, no dictionary words or personal data, and multi-factor authentication wherever offered.

Encryption protects data at rest and in transit; hashing (e.g., SHA-256) is one-way and used for integrity and password storage, not for readable recovery.

Firewall filters network traffic by rules; antivirus scans files against signatures and behaviour; both are needed, neither is sufficient alone.

Personal data principles: purpose limitation, data minimisation, consent, accuracy, storage limitation, confidentiality and accountability.

India's Digital Personal Data Protection Act, 2023 requires notice and consent for processing digital personal data and gives data principals rights such as correction and grievance redressal.

Report cyber incidents in India through cybercrime.gov.in or the 1930 financial-fraud helpline; preserve logs and screenshots as evidence.

Communication model: sender → encoding → channel → decoding → receiver → feedback; noise is any interference at any stage.

7 Cs of written communication: clear, concise, concrete, correct, coherent, complete, courteous.

Formal email structure: subject line, salutation, short purpose paragraph, details or request, action and deadline, professional sign-off and signature block.

Active listening techniques: paraphrasing, clarifying questions, summarising, reflecting emotion, avoiding interruption.

Resume essentials: reverse-chronological experience, action verbs, quantified achievements, tailored keywords, no unexplained gaps or false claims.

Interview STAR method: Situation, Task, Action, Result - answer behavioural questions with a concrete example and a measurable outcome.

Workplace teamwork: defined roles, agreed deadlines, documented decisions, constructive feedback and escalation to the team lead on conflict.

Professional etiquette: punctuality, dress code, mobile on silent, confidentiality of client data, and prompt intimation of absence to the reporting manager.

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