WBBSE Madhyamik Vocational IT & ITeS flashcards

33 cards. Read the term and the definition here. The deck at the top of this page is optional.

Information Technology (IT)

The use of computers, storage, networking and software to create, process, store, secure and exchange data, usually to support organisational work and services.

ITeS

Information Technology enabled Services: business services delivered using IT infrastructure, such as BPO, KPO, data entry, transcription and customer support.

BPO vs KPO

BPO handles routine, rule-based processes like data entry and call handling; KPO requires domain expertise, judgement and research such as analytics or financial analysis.

Service Level Agreement

A contract between service provider and client that states measurable targets such as turnaround time, accuracy, uptime and penalties for missing them.

CPU components

The processor contains the Arithmetic Logic Unit for calculations and comparisons, the Control Unit that sequences instructions, and registers for temporary fast storage.

RAM vs ROM

RAM is volatile working memory that loses contents on power-off and holds running programs; ROM is non-volatile and stores firmware such as BIOS or UEFI.

Operating system functions

An OS manages processes, memory allocation, file systems, input/output devices and user access, and provides the interface through which applications run.

Absolute vs relative path

An absolute path starts from the root directory, for example C:\Users\Name\file.txt; a relative path is interpreted from the current working directory.

Mail merge

A word-processing feature that combines one main document with a data source of records to generate a personalised copy for each record, such as letters or labels.

Absolute cell reference

A spreadsheet reference written with dollar signs, such as $A$1, whose row and column stay fixed when the formula is copied to other cells.

COUNT vs COUNTA

COUNT counts only cells containing numbers; COUNTA counts all non-empty cells including text and logical values, so it is used for text lists.

#REF! error

A spreadsheet error shown when a formula refers to a cell or range that has been deleted or is otherwise invalid after an edit.

Slide Master

The template slide that stores fonts, colours, placeholder positions and background for a presentation; changes there apply to all slides using its layouts.

Transition vs animation

A transition is the visual effect between one slide and the next; an animation is an effect applied to individual objects inside a single slide.

Alt text

A short written description attached to an image or object so screen readers can convey its meaning to users who cannot see it.

HTTPS

The HTTP protocol secured with TLS encryption, which protects data in transit between browser and server and normally uses TCP port 443.

DNS

The Domain Name System translates human-readable domain names such as example.com into the numeric IP addresses that computers use to route traffic.

Bcc field

Blind carbon copy: recipients listed here receive the email but their addresses are hidden from other recipients, protecting their privacy.

IMAP vs POP3

IMAP keeps email synchronised on the server across multiple devices; POP3 typically downloads messages to one device and may remove them from the server.

Average Handling Time

A contact-centre metric calculated as total talk time plus hold time plus after-call work, divided by the number of calls handled.

First Call Resolution

The percentage of customer contacts resolved completely on the first interaction without a callback, repeat contact or escalation to another team.

Ticket escalation

Moving a customer issue to a higher support level, such as L1 to L2 or L3, when it exceeds the agent's authority, skill or SLA time limit.

CSAT

Customer Satisfaction score: the percentage of respondents rating an interaction positively, usually on a five-point scale, for a specific service experience.

Phishing

A fraudulent email, message or website that impersonates a trusted entity to trick a user into revealing passwords, card details or other sensitive information.

Ransomware

Malicious software that encrypts a victim's files or locks a device and demands payment, usually in cryptocurrency, for restoring access.

Multi-factor authentication

Login protection requiring two or more independent evidence types, such as a password plus a one-time code or biometric, so one stolen factor is not enough.

Data minimisation

A privacy principle requiring organisations to collect and keep only the personal data that is actually necessary for the stated purpose.

Active listening

A communication technique of giving full attention, paraphrasing, asking clarifying questions and summarising to confirm understanding of the speaker's message.

Seven Cs of communication

Guidelines for effective messages: clear, concise, concrete, correct, coherent, complete and courteous, applied especially to business writing.

STAR method

An interview answering technique describing the Situation, Task, Action and Result of a real past experience, ending with a measurable outcome.

Noise in communication

Any interference that distorts a message between sender and receiver, such as poor audio, jargon, cultural difference, distraction or emotional state.

Shrinkage

In a contact centre, the percentage of scheduled staff time lost to breaks, absence, training and meetings, reducing the agents available to handle contacts.

Digital Personal Data Protection Act 2023

India's law governing processing of digital personal data, requiring notice and consent, and giving individuals rights to correction, grievance redressal and erasure.