Which of the following statements is true when configuring multiple SLAs with different response and resolution targets?

A high priority SLA typically has the shortest response and resolution times.

All SLAs have the same response and resolution times.

Low priority SLAs require immediate response.

Medium priority SLAs are always ignored.

When defining SLAs for an IT support environment, what is a key factor to consider for differentiating between low, medium, and high priority SLAs?

The impact of the issue on business operations.

The time of day the issue is reported.

What distinguishes a medium priority SLA from a low priority SLA?

Medium priority SLAs typically involve issues that affect some users but do not halt business operations.

Medium priority SLAs are the same as high priority SLAs.

Low priority SLAs require a response within 15 minutes.

Medium priority SLAs are ignored until the next business day.

What should be included in the documentation for each SLA category (Low, Medium, High)?

Clear definitions of response and resolution times for each priority level.

Only the name of the SLA and nothing more.

The company's holiday schedule.

A list of all employees' phone numbers.

Which of the following is a potential consequence of not adhering to established SLAs?

Decreased customer satisfaction and trust.

Enhanced team morale and productivity.

Faster resolution of all other issues.

Increased sales and profit margins.

When configuring multiple SLAs, what key element should be regularly reviewed to ensure effectiveness?

Performance metrics and compliance rates.

The length of service contracts.

The design of the company's logo.

The personal preferences of the IT department staff.

What role does customer feedback play in the management of SLAs?

It helps identify areas for improvement and adjusts SLAs accordingly.

It is irrelevant and should be ignored.

It only matters during annual reviews.

It serves only to increase workload for support teams.

In configuring SLAs, how often should performance against these SLAs be evaluated?

Regularly, at least quarterly or monthly.

Only once a year during budget reviews.

Whenever there is a complaint from customers.

Every few years, if time permits.

What is typically a defining characteristic of a low priority SLA?

It is associated with issues that have minimal impact on business operations.

It is often escalated to higher management.

It requires immediate response from the support team.

It is the fastest SLA category for resolution times.

What is the primary benefit of configuring business hours and holidays for different regions in a global company?

Ensures compliance with local labor laws

Which of the following should be considered when configuring business hours for a company operating in multiple time zones?

Local culture and work-life balance

The company's headquarters schedule

What is a key factor in determining the holiday schedule for different regions in a multinational organization?

Cultural and national observances

Weather patterns in each region

Uniform holiday policy across all regions

When setting business hours for a remote team spread across various regions, what is the best practice to ensure effective collaboration?

Establish overlapping core hours for all time zones

Allow each team member to choose their own hours without coordination

Only follow the headquarters' business hours

Why is it important to communicate business hours and holidays clearly to clients in different regions?

To manage client expectations effectively

To reduce the size of the customer service team

To standardize service offerings

What is a common challenge when configuring business hours for remote teams across various countries?

Time zone differences complicating scheduling

Availability of modern technology

Consistency in product offering

What is an effective way to handle public holidays that differ between regions in a global business?

Create a regional holiday calendar for each location

Ignore local holidays and focus on business needs

Allow employees to take leave whenever they want

Adopt the same holiday for all regions

How can a company ensure that its holiday policies are inclusive for all employees in a diverse workforce?

By offering floating holidays for personal observation

Making holidays mandatory for all employees

Choosing holidays based solely on company traditions

Implementing only federal holidays

What should organizations consider when selecting tools for managing business hours and holidays across different regions?

Flexibility to accommodate varying local regulations

The popularity of the tool among competitors

Availability of features unrelated to time management

What should happen to the SLA timer when a ticket status changes to On Hold / Awaiting User?

The SLA timer should continue running.

The SLA timer should reset to zero.

The SLA timer should escalate immediately.

In a service desk system, how should the SLA behave when a ticket is marked as On Hold due to customer response awaiting?

The SLA timer pauses until the next status change.

The SLA timer resumes immediately after marking On Hold.

The SLA timer stops completely until the ticket is resolved.

The SLA timer decreases during the On Hold period.

What is the impact on SLA calculations when a ticket status is changed to Awaiting User?

The SLA countdown is paused during this status.

The SLA is no longer tracked for this ticket.

The SLA countdown continues to tick down.

The SLA countdown starts over from the beginning.

When a ticket transitions to On Hold due to awaiting customer input, what should be done to ensure compliance with SLA agreements?

The SLA must be evaluated for penalties.

The SLA is cancelled during the On Hold period.

The SLA timer must continue to progress.

What occurs to the SLA compliance status when a ticket is set to Awaiting User?

It remains unchanged until the status updates again.

It triggers an automatic escalation.

It is marked as non-compliant immediately.

It resets the SLA compliance clock.

How does the SLA behave when a ticket's status changes to On Hold due to user request?

The SLA timer pauses during this period.

The SLA timer continues as normal.

The SLA timer counts the time spent on hold.

The SLA timer resets once the user responds.

What is the correct action regarding the SLA timer when a ticket status transitions to Awaiting User due to a customer response pending?

Delete the SLA record for that ticket.

Reset the SLA timer to start from the beginning.

Continue the SLA timer as normal.

What impact does changing a ticket status to On Hold have on the SLA for that ticket?

The SLA timer will be paused until the status changes.

The SLA will not apply during the On Hold period.

The SLA timer will start counting up from zero.

The SLA timer will continue counting down.

When a ticket is set to Awaiting User, what is the effect on service level agreement (SLA) compliance tracking?

The SLA timer is paused until the user responds.

The SLA timer continues without interruption.

The SLA compliance is automatically marked as breached.

The SLA is only tracked at the time the ticket is resolved.

What should be the response of the SLA timer when a ticket status is changed to On Hold for customer feedback?

The SLA timer should be paused.

The SLA timer should continue to run until resolved.

The SLA timer should automatically escalate the ticket.

The SLA timer should double the time remaining.

Day 3 : Manage Engine Service Deskplus

Gr''ade 3 Questions based on this chapter: English Alexander was a king of the ancient Greek kingdom of Macedonia. By the age of thirty, he had created one of the largest empires in the world, stretching from Greece to northwestern India. When Alexander was young, a trader brought a horse which was difficult to mount. Let us read about how Alexander tames the horse. One day King Philip bought a fine horse. He was a strong animal and the king paid a high price for him. But he was wild and no man could mount him, or do anything at all with him. This horse is really wild. It cannot be tamed by the royal men. Many have tried and failed. We tried everything possible, your Majesty. We tried to whip him but that only made him worse. Glossary wild rough/harsh mount a horse to climb onto the back of a horse to tame to control whip to beat using a long rope King Philip asked his men to take the horse away. It is a pity to send such a fine horse away. I think the men do not know how to tame him. I can try taming this beautiful horse. Perhaps you can do better than them. But be careful, my son. You are still very young to mount this violent animal. Alexander wanted to (mount/feed/tame/ ride) the horse. If you would give me the order, I will try. I am sure I can manage this horse better than anyone else. Antonym(s) worse x better young x old fail x succeed If I fail, I will pay you the price of the horse, Father. The courtiers told Alexander that it might be dangerous for a young boy to try taming the wild horse. They laughed at him. Alexander went near the horse and turned his head towards the sun. He had noticed that the horse was afraid of his own shadow. I will name you Bucephalus. Stay calm and I will do no harm. The horse was afraid of his own (body/courtiers/King Philip/shadow). English He then spoke gently to the horse. Bucephalus means 'ox-head'— head of an ox, in Ancient Greek. When he had quietened him a little, he made a quick spring and leapt upon the horse's back. I thought the little prince would be killed by this dangerous animal. What a miracle! The horse has recognized the young prince as his master. Alexander let the horse run. When Bucephalus had become tired of running, Alexander reined him in and rode back to the place where his father was standing. Glossary noticed (here) to see afraid scared/frightened calm quiet gently softly quietened to become calmer and less noisy a miracle a wonder/unusual event to rein to check or guide a horse Look at the young prince! He is mounted well! But the horse is still wild! Antonym(s); laughed x cried afraid x brave. English When he reached the place where his father was standing, he leapt to the ground. His father ran and kissed him. Dear Father! I shall add My son! Macedonia is a small kingdom more territories and bring for you. You must seek a larger kingdom glory to our kingdom. that will be worthy of you. Fascinating Fact(s) Alexandria Bucephalus was a city founded by Alexander in memory of his loyal horse Bucephalus. During Alexander's invasion of India, he had fought against the Indian King, Porus, near the river Hydaspes (modern day river Jhelum, Pakistan). His horse Bucephalus died there and he honoured his horse by naming the city after it. Antonym(s) worthy x unworthy proud x ashamed You have carried me across countries and stood bravely beside me as I fought to win the numerous fierce battles. You have saved my life many times. I am truly proud of you, Bucephalus. (Mesopotamia/Minneapolis/ Macedonia/Minnesota) was a small kingdom for Alexander to rule. Glossary numerous many fierce strong and violent Alexander and Bucephalus were said to be always together, for when one of them was seen, the other was sure to be not far away. Bucephalus would never allow anyone to mount him, but his master. Alexander became the most famous king and warrior, and for that reason, he is called 'Alexander the Great!.

The advantage of direct method is that the teacher can control the class and fit in a lot of activity into a short class period. This leaves plenty of opportunities for the students to hone their skills, especially new ones. On the other hand, because the class is centered around the teacher, some students may not receive proper feedback, and creativity is limited. Also, the lesser talented athletes often tend to get lost in the shuffle while the great athletes shine. However, there are now a multitude of various teaching strategies that can be employed in addition to that method. Ex: Announcements, Module/Unit introductions, Descriptions/modeling of assignments and learning activities, Written or video lectures, Demonstration videos, Presentations, Discussions moderated by instructors, Interactive tutorials. Indirect Method The Indirect Teaching Style allows students to be involved in their own learning through experience and other peer’s knowledge. Students can use critical thinking to expand their learning capabilities by seeing what others may be doing correct and adjusting this to their own knowledge. The Indirect approach is the opposite of what the direct style suggests, but they are both strictly related, meaning you can’t have one without the other. Direct teaching: The instructor stands in front of the class or group and lectures or advises. Indirect teaching: The instructor assumes a more passive role and guides the student interactions. Movement exploration: Incorporates the use of equipment that involves movement. Movement Exploration The movement exploration class is founded on developing a strong, positive association to physical activity. Classes are aimed at developing movement skills and foundational strength through fun and engaging activities. The activities are age appropriate and include games, challenges, and exploration that positively challenge children’s competency while improving their physical capabilities. Skills such as the ability to climb, hold animal shapes, gymnastic style activities, and the introduction to athletic motor skill competencies are the foundations to youth training. This class provides the introduction to strength training to give children the opportunity to learn the skills required to safely and confidently engage in resistance training. Cooperative Skills Cooperative activities teach students to work together for their group's common good. By participating in these activities, students can learn the skills of listening, discussing, thinking as a group, group decision making, and sacrificing individual wants for the common good. There are two primary objectives guiding the teaching of cooperative activities. First, cooperative activities allow students to apply a variety of fundamental motor skills in a unique setting. Students are typically asked to perform motor skills in a specific way, such as “skip in general space” or “balance on one foot and one elbow.” Cooperative activities ask students to perform different activities such as skip with their hands on the shoulders of someone in front of them, walk with big steps while placing their feet on small spots, or walk across an area blindfolded while someone directs their moves. Due to the uniqueness of such experiences, students often find cooperative activities exciting and motivating. Second, cooperative activities are a wonderful medium for teaching social and emotional learning (SEL). SEL offers students an opportunity to understand and manage their emotions. In addition, such activities offer an opportunity to show empathy for others and develop positive relationships. Cooperative activities demand that all students play a role in completing the task or solving the movement problem. Every student, regardless of ability level, is important and contributes to group goals. 9 traits a PE teacher often needs Here are nine essential traits of an effective PE teacher: 1. Athletic ability Athletic ability is an essential trait for a PE teacher because they're often showing kids how to perform exercises. To demonstrate proper form and encourage the kids to continue their fitness education, it's important they can perform the exercises themselves. Having experience with fitness training can enhance a PE teacher's lesson planning because they're familiar with how each exercise affects a person's body. Athletic ability can also refer to an aptitude for sports and games. PE teachers can instruct students on how to play these games or lead after-school activities involving them, like soccer or basketball. An aptitude for sports and games can help a PE teacher encourage students to participate in the activities during class. If the PE teacher enjoys physical activity, they may make the lessons more enjoyable for the student. 2. Teaching ability A PE teacher is a member of a school faculty, so it's essential they have the teaching ability that allows them to communicate lessons to students. There are various skills involved in teaching, including the technical capabilities associated with each professional's particular field. Learning these skills can help PE teacher plan their lessons effectively and connect with their students, meaning they can encourage students to practice fitness skills in optimal ways for their health. Here are some important teaching skills for PE teachers: Having an engaging classroom presence  Real-world learning  Project building  Lesson planning  Technology 3. Interpersonal skills PE coaches are part of faculty teams, so working alongside other teachers is an essential part of their job. They often collaborate with a student's general education teacher to address any behavioral issues that arise. They can also team up with other classes to plan activities for students, like field days and special field trips. Communicating with peers can ensure these interactions remain productive and create opportunities for more fulfilling lessons. Teachers can also model emotional skills for their students by displaying positive social interactions. Interpersonal skills can also help PE teachers interact with students and their families. If a student can make a student feel comfortable expressing their needs and preferences, they can often perform physical exercises or play games to the best of their individual capacities. Understanding how to soothe nerves and support students' emotional needs are important examples of interpersonal skills. When interacting with family members, you may use some of these same techniques to communicate effectively and best uplift students. 4. Written and verbal communication Both verbal and written communication is important for PE teachers because they often communicate with students, families and various personnel on a day-to-day basis. For example, a PE teacher uses their communication skills in a lesson plan to describe any student assignments or expectations accurately. They may also write instructions in a document, then explain them in a classroom lecture. They also use communication skills to share their lesson plans with other PE teachers during conferences or classroom development exercises. Many teachers continue to learn their trade even after working as a teacher for many years. They may share tips with each other or special lessons they've developed if they feel another teacher may benefit from it. Creating a community can help PE teachers continue to expand their teaching methodology and receive feedback on their lessons. 5. Patience and adaptability Working with children can require patience and adaptability because they're encountering many new concepts at the same time and learning how to regulate their emotions. As a result, it's important to treat them with patience and care while they're in your class so they can feel comfortable and feel motivated to complete assignments. As children become teenagers, they may require patience and adaptability to account for their changing bodies and attention spans. Like any job where you perform tasks in real-time, certain circumstances may occur that require you to adapt lesson plans. For example, if the weather turns from sunshine to rain on a day you planned for students to run a mile outside, you may need to adapt the lesson plan so they can practice endurance sports inside a gymnasium instead. 6. Organization PE teachers can use organization skills to improve their lesson planning sessions. For example, they can keep their plans in one place, and determine which parts of a semester or quarter to introduce new concepts. Throughout the year, these objectives may change because of unforeseen setbacks, but organizational skills can help PE teachers control the trajectory of their class curriculum. PE teachers can also use organizational skills to maintain their classroom space. Physical education frequently requires balls, equipment and tools to play games that may be on a lesson plan. They also organize equipment and decide where to store it within their classroom or storage space. 7. Creativity Creativity can help a PE teacher develop fun ways to introduce new material to their students or reinforce previous lessons. They can teach new games or devise interesting ideas to change the rules of a game to help keep students engaged. To find inspiration for their lesson plans, they can turn to personal hobbies or media aspects they enjoy, like movie scenes, songs or dances. A varied lesson plan can foster more engagement among students who prefer action- based learning activities, rather than lectures. 8. Focus Focus is an essential trait of a PE teacher because students often require their full attention during class, especially if they're learning a complicated physical task. You can focus your lesson plans around specific elements of physical education you believe are essential for students of a certain age group or skill level. If students require mentorship, you can also focus on each student's needs to supply them with a steady support system. Focusing on your students can help guide your career purpose. It can give you a core value system that informs your lesson plans and mentorship activities. This passion for your student's well-being can also help you become an advocate for each student in your class. You can also help organize funding for different field trips or establish after-school activities to support their interests. 9. Enthusiasm for teaching sports and fitness Enthusiasm is essential for a PE teacher. Many physical education activities require high energy and may suit someone who enjoys teaching them to others. Being an effective PE teacher also requires an enthusiasm for working with kids and making a positive impact on their lives.

Day 3 : on the Ciphertrust manager : CTE

7.03 Patients with Infectious Disease The center adheres to infection control policies to ensure the safety of patients, physicians, and staff members. Patients who are currently being treated for an infectious disease or condition that is transmitted via the contact route may not be treated at the center. Patients with disease spread via droplet (e.g. influenza) or airborne (e.g. tuberculosis, measles) routes will reschedule their procedures in consultation with their physicians. The infection control nurse, in consultation with the infection control consultant, will determine whether the patient requires isolation or other additional precautions. If a patient with current Clostridium difficile-associated diarrhea is treated at the center, all rooms where the patient was housed, even briefly, should be cleaned by housekeeping under supervision of the staff at the center. Physicians must document relevant information in their pre-admission documentation. Standard Precautions will be followed in the care of all patients. Cigarroa Interventional Institute establishes policies to ensure compliance with infection control policies for the care of patients with drug-resistant organisms. The physician will screen patients through the medical history review prior to scheduling a patient at the center. During the pre-operative (pre-op) phone call or interview, a pre-op screening of the patient will be conducted. Strict isolation policies are required to treat patients with active MRSA, VRSA, or tuberculosis. Since this facility has no provisions for strict isolation, those patients with active infections will be referred elsewhere for treatment. Patients who are undergoing or completed a course of antibiotic therapy, are colonized and/or are not actively infected may be treated at the center. Patients with active infections requiring transmission-based precautions are not appropriate candidates for this facility and will be referred to another facility or rescheduled. Procedures cannot be scheduled for patients currently undergoing an infection with transmission based precautions. The patient must finish the course, and they will be rescheduled. Definitions and Standards: The following definitions and standards are provided for informational purposes only: Airborne Transmission and Precautions: This mode of transmission occurs by the spreading of either airborne droplet nuclei (small particle residue of 5 microns or smaller), of evaporated droplets which contain microorganisms that remain suspended in the air for long periods of time) or dust particles containing microorganisms. Patients must be isolated in private rooms with special air handling and ventilation, and the door must remain closed. Patient transport should be restricted to essential transport only. Respiratory precautions must be taken when in the presence of patients with active tuberculosis, including respiratory masks. Droplet Transmission and Precautions: Droplets are transmitted from the host source by coughing, sneezing, talking, or during procedures such as suctioning or bronchoscopy. Patients must be isolated, and a distance of 3 feet maintained between the infected patient and others. Caregivers within 3 feet of the patient should wear a mask. Patient transport should be minimized. Contact Transmission and Precautions: Direct contact transmission involves direct body surface to body surface contact with physical transfer of microorganisms between a susceptible host and an infected person. Indirect contact transmission involves contact with an intermediate object (usually inanimate) and a susceptible host. Patients should be isolated as much as possible. Gloves and hand washing are essential for all contact with the patient and contact with objects, which come in contact with the patient. Gloves should be changed after each contact. Reportable Condition If the patient is determined to have a reportable condition at any time during pre-admission, the Director of Operations/Nurse Manager will be notified. The procedural physician will be contacted and the case will be canceled. The Department of Health will also be notified the same day following state regulations regarding Reportable Communicable Diseases. To report a disease or condition, contact: The City of Laredo Epidemiology 24/7 Reporting Line: (956) 763-2915, if unable to report locally, call The Texas Departmrent of Health Services epidemiology program: 24/7Number for Immediately Reportable – 1-800-705-8868

How is personal data collected? There are several ways that an unauthorised person can try and collect your data. These include: •phishing •smishing •vishing •pharming. Phishing Phishing is when a person sends a legitimate looking email to a user. The email contains a link to a website that also looks legitimate. The user is encouraged to click the link and to input personal data into a form on the website. The email could also simply ask the user to reply to the email with their personal data. The user is tricked into giving their personal data to a source that they believe is legitimate. However, both the email and the linked website are from a fake unauthorised source. The personal data that is input is then collected by an unauthorised person. This person can then use this data for criminal acts, for example, to commit fraud or steal the person's identity. Intimidation has become a common feature of phishing emails, threatening the user that they must click the link and rectify a situation immediately, or there will be a further issue. The aim of a phishing attack is to steal the user's personal data. Figure 5.1: Phishing. A real-life example of phishing PayPal have been the subject of several different phishing emails. Users receive an email that looks as though it has been sent from PayPal, as it has the PayPal branding. The email normally warns of an issue such as unexpected activity on their account, or that some kind of verification of their account is required. The user is then asked to click a link to log into their account and resolve the issue. The link takes them to a webpage that looks like the PayPal login page. If the user inputs their login details into this page, they will not be taken to their account. It is often at this stage that the user may realise that the email and webpage are fake. However, they have already given the unauthorised person their PayPal login details. Figure 5.2: An example of a phishing email claiming to be from PayPal. How to recognise phishing There are several guidelines to be aware of regarding emails to avoid being subjected to phishing. These include: •Don't even open an email that is not from a sender that you recognise or a trusted source. •Legitimate companies will never ask you for your personal data using email. Be immediately suspicious of any email that requests your personal data. •Legitimate companies will normally address you by your name. Be suspicious of any email that addresses you as ‘Dear Member' or ‘Dear Customer'. •Legitimate companies will send an email that uses their domain name. If you hover your mouse over the sender's name, it will show the email address that the email is sent from. If this does not look legitimate, for example, does not contain the correct domain name, then it is probably fake. For example, if the sender's email is user@paypal1.com rather than user@paypal.com, this is from an incorrect domain name. •Legitimate companies are protective of their professional reputation and thoroughly check any communications. They will make sure that all information given is grammatically and correctly spelt. Be suspicious of any email that contains bad grammar or spelling mistakes. •A link in an email from a legitimate company will also normally contain the domain name of the company. You can sometimes hover over the link, or right click and inspect the link, to see the address of the URL that is attached. If the URL does not contain the domain name, or also contains typical errors such as spelling mistakes, then be suspicious of this. PRACTICAL ACTIVITY 5.02 Ask a friend or a member of your family if they have ever received an email that they believed was a phishing email. Ask them how they identified it was phishing. Ask them if they know all of the given guidelines for identifying phishing emails. Smishing Smishing (or SMS phishing) is a variant of phishing that uses SMS text messages to lure the user into providing their personal details. The user is sent an SMS text message that either contains a link to a website, in the same way that phishing does, or it will ask the user to call a telephone number to resolve an urgent issue. The same advice can be followed for smishing as given for phishing. The user must question at all times any links that are sent from an unknown or suspicious user. It is advisable that if a user believes the message may be legitimate, to type in the domain name for the legitimate company website into their web browser, rather than following the link in the message. Users should block any numbers that they believe are suspicious to prevent any further risk of smishing from that number. Figure 5.3: Smishing. Vishing Vishing (or voice phishing) has the same aim as phishing, to obtain a user's personal details. The user receives a telephone call that could either be an automated system or could be a real person. An automated voice could speak to the user and advise them that an issue has occurred, such as there has been suspicious activity regarding their bank account. The user may then be asked to call another number, or just to simply press a digit and be directed to another automated system. This system will ask them to provide their bank account details to resolve the issue. The bank account details have then been obtained by the unauthorised user and can be used to commit a crime against the user. The automated system could be replaced by a real person who will try to do the same thing. They will try to convince the user that there has been an issue with an account they have and to provide the log-in details or PIN for the account to verify who they are so the issue can be resolved. The precaution to take for vishing is that no company will ever call you and ask you to provide any log-in details or PIN details over the telephone. They may ask you to provide other personal information, and if you are in doubt that the person on the other end of the phone is legitimate, it is always advisable to put the phone down and call the company back on a legitimate number that you may already know or can obtain. Figure 5.4: Vishing. Pharming Pharming is when an unauthorised user installs malicious code on a person's hard drive or server. The malicious code is designed to redirect a user to a fake website when they type in the address of a legitimate one. The fake website is designed to look like the legitimate one, to trick the user and make sure they are not aware that their request has been redirected. The user will then enter their personal details into the fake website, believing it is the legitimate one, and the unauthorised person will now have their personal data. A common technique used in pharming is called domain name server (DNS) cache poisoning. This technique exploits vulnerabilities in the DNS and diverts the internet traffic intended for a legitimate server toward a fake one instead. The unauthorised user needs to find a way to install the malicious code on the computer. They often hide the malicious code in an email attachment or link. When the user opens the email attachment or clicks the link, the malicious code is downloaded also. Figure 5.5: Pharming. The aim of a pharming attack is also to steal a user's personal data. A real-life example of pharming In 2007 50 different companies all over the world were subject to a pharming attack, these included PayPal, eBay, Barclays bank and American Express. Over a three-day period, hackers managed to infect over 1000 PCs a day with a malicious pharming code. When users who had been infected visited the websites of the different companies, they were redirected to a legitimate-looking version of the site that was designed to steal their personal data. The original email, containing the malicious code, was set up to look like a shocking news story. Users were encouraged to click a link in the email to find out more information. The code was downloaded when the user clicked the link. This was quite a sophisticated attack that required legitimate looking websites to be set up for a large number of companies. It is not known how much money the hackers were able to retrieve as a result. How to prevent pharming All of the guidelines to avoid being subjected to phishing are also relevant for recognising pharming. There are also several other precautions that can be taken to check for pharming attacks. These include: •Have a firewall installed and operational. A firewall monitors incoming and outgoing traffic from your computer. It checks this traffic against set criteria and will flag and stop any traffic that does not meet the criteria. A firewall could detect and block suspicious traffic, such as a malicious code trying to enter your system. •Have an anti-virus program installed that is designed to detect malicious pharming code. You need to scan your computer on a regular basis to check for any malicious code. It is advisable to set up an automatic scan on a daily basis at a time when your computer will normally be switched on. •Be aware when using public Wi-Fi connections. A hacker could look to directly access your computer and install the malicious code if you are connected to a public Wi-Fi connection. It is often advisable to use a VPN when using public Wi-Fi. This will help shield your internet activity and personal details from a hacker, making it more difficult for them to access your computer. Smishing can also be used as a form of pharming. A user is sent a link, that when they click is designed to download malware onto their mobile device. Therefore, it is advisable to have security software installed on your mobile and also scan it regularly to detect any presence of malware.

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