WBCHSE HS Vocational IT & ITeS flashcards
WBCHSE HS Vocational IT & ITeS · Build recall with a focused review session.
32 cards. Read the term and the definition here. The deck at the top of this page is optional.
- ITeS
- Information Technology Enabled Services: business processes delivered as a service over IT infrastructure, including BPO, KPO, software support, data entry and transcription work.
- BPO versus KPO
- BPO handles routine rule-based processes such as call handling and data entry; KPO handles knowledge-intensive work such as research, analytics, medical coding and legal drafting.
- DIKW hierarchy
- Data becomes information when processed with context, information becomes knowledge when interpreted and applied, and knowledge becomes wisdom through judgement.
- Control Unit
- The CPU component that fetches instructions, decodes them and directs the ALU, memory and I/O devices to execute them in the correct sequence.
- RAM versus ROM
- RAM is volatile read/write working memory that loses contents on power off; ROM is non-volatile read-only memory holding firmware such as the boot program.
- Byte and bit
- A bit is one binary digit, 0 or 1. A byte is 8 bits and can represent 256 distinct values; memory units ascend by 1024 from KB to TB.
- SMPS
- Switched Mode Power Supply: converts AC mains electricity into regulated DC voltages required by the motherboard and storage drives inside a desktop computer.
- NTFS versus FAT32
- NTFS supports file permissions, journaling and volumes larger than 32 GB with files above 4 GB; FAT32 caps a single file at 4 GB.
- Absolute cell reference
- A reference written with dollar signs, such as $A$1, that stays fixed when the formula is copied to another cell, unlike a relative reference.
- Mail merge
- A word-processing feature that combines one main document with a data source of records to generate personalised copies such as letters or labels.
- #DIV/0! error
- A spreadsheet error shown when a formula divides by zero or by an empty cell; fix it by checking the divisor or wrapping the formula in IFERROR.
- DNS
- Domain Name System: the distributed service that translates human-readable domain names into numeric IP addresses so browsers can reach web servers.
- HTTP versus HTTPS
- HTTP transfers web pages in plain text on port 80; HTTPS wraps the same traffic in TLS encryption on port 443, protecting credentials and content in transit.
- Bcc field
- Blind carbon copy: recipients listed here receive the email but their addresses are hidden from other recipients, useful for protecting a mailing list.
- Transposition error
- A data-entry mistake in which two adjacent characters are swapped, such as entering 4521 instead of 5421, often caught by double entry.
- Double entry verification
- Entering the same source data twice, usually by two different operators, then comparing both versions so keystroke errors are detected.
- Primary key
- A column or combination of columns that uniquely identifies each row in a table; it cannot contain null values and must be unique.
- Foreign key
- A column in one table that references the primary key of another table, enforcing referential integrity between related records.
- Third normal form
- A table is in 3NF when it is in 2NF and no non-key attribute depends transitively on another non-key attribute, removing redundancy.
- Average handling time
- A BPO metric calculated as total talk time plus hold time plus after-call work, divided by the number of calls handled in the period.
- Service Level Agreement
- A contract between a service provider and client that states measurable targets such as uptime, response time and resolution time, with penalties for misses.
- Escalation matrix
- A documented hierarchy of support levels, L1 to L3, defining who handles an issue next and the conditions that trigger escalation.
- Active listening
- Concentrating fully on the speaker, avoiding interruption, paraphrasing to confirm understanding, asking clarifying questions and summarising before responding.
- Paraverbal communication
- The tone, pitch, pace and volume of speech, which carry meaning separately from the words and strongly affect how a message is received.
- LEARN complaint model
- A customer-service sequence: Listen, Empathise, Apologise, Resolve, Notify or thank the customer, used to handle complaints consistently.
- Net Promoter Score
- A loyalty metric from the question 'how likely are you to recommend us' on a 0 to 10 scale; promoters score 9 to 10, detractors 0 to 6.
- Phishing
- A fraudulent email or website that impersonates a trusted organisation to trick a user into revealing passwords, card numbers or other credentials.
- Ransomware
- Malicious software that encrypts a victim's files or locks the system and demands payment, usually in cryptocurrency, for the decryption key.
- Multi-factor authentication
- Login protection requiring two or more independent proofs, typically something you know, something you have and something you are, so a stolen password alone is insufficient.
- Save versus Save As
- Save overwrites the current file in its existing name and location; Save As writes a copy under a new name, format or folder.
- Print area
- A spreadsheet setting that restricts printing to a selected cell range, preventing stray data outside the intended table from appearing on paper.
- Viva voce
- An oral examination in which the candidate explains and defends project work, answering questions on methods, tools, results and underlying concepts.