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What is a policy in IT documentation?
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A policy is a broad statement that outlines the organization's goals and expectations for using IT resources.
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What is a Standard Operating Procedure (SOP)?
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An SOP is a step-by-step list of actions required to complete a specific task in compliance with the organization's policies.
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What are guidelines in IT management?
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Guidelines provide advice in situations that haven’t been fully assessed or are too complex for an SOP and may explain when it’s appropriate to deviate from procedures.
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What are common uses of SOPs in IT?
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(a) Custom software installation, (b) New-user setup, and (c) End-user termination
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What steps are involved in custom software installation SOPs?
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(a) Verifying system requirements, (b) Validating the installation source, (c) Confirming license validity, (d) Adding software to change control, and (e) Developing support/training documentation
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What is included in a new-user setup SOP?
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(a) Enrollment with secure credentials, (b) Device allocation, (d) Permission allocation, and (e) Assignment to security groups
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What is included in an end-user termination SOP?
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(a) Returning and sanitizing devices, (b) Releasing software licenses, and (c) Disabling account permissions
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What is a ticketing system used for?
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A ticketing system manages and tracks support requests, incidents, and problems.
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What are the steps in the ticket management process?
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(a) User contact, (b) Ticket creation, (c) Information capture, (d) Categorization and urgency assessment, and (e) Initial troubleshooting
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What basic ticket types are there in a support system?
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(a) Requests: For tasks with standard procedures, (b) Incidents: Errors or unexpected issues, and (c) Problems: Underlying causes of incidents
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What are simplified categories for end-users in a ticketing system?
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(a) New Device Request, (b) New App Request, (c) Employee Onboarding, (d) Employee Offboarding, (e) Help/Support, and (f) Security Incident
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What are the severity levels for tickets?
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(a) Critical: Widespread effects or data breaches, (b) Major: Affects a limited group or suspected security issue, and (c) Minor: Minimal impact on operations
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What is escalation in ticket management?
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Escalation occurs when an agent cannot resolve the issue and the ticket is passed to senior technicians or other departments for resolution.
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What are the tier levels in support teams?
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(a) Tier 0: Self-service options, (b) Tier 1: Agent for initial diagnosis, (c) Tier 2: Senior technicians or third-party support, and (d) Tier 3: Development or engineering teams
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Why is clear written communication important in ticketing?
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It ensures that others can understand the issue and the steps taken so far, helping streamline the troubleshooting process.
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What should be included in an incident report?
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(a) Problem description, (b) Progress notes, and (c) Problem resolution
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What is asset management in IT?
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The process of tracking hardware and software resources to implement life-cycle procedures, such as provisioning, maintenance, and decommissioning.
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What are tangible and intangible assets in IT?
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(a) Tangible: Hardware, systems, and components, and (b) Intangible: Software licenses and intellectual property (IP)
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How are assets tagged for tracking?
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With barcodes or RFID tags that allow the asset to be scanned and tracked within a system.
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What are network topology diagrams used for?
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To show how assets are interconnected, both physically and logically, within a network.
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What is the asset procurement life cycle?
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(a) Change procedures, (b) Procurement, (c) Deployment, (d) Maintenance, and (e) Disposal
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What is an Acceptable Use Policy (AUP)?
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A set of rules that define how users are allowed to use specific IT resources or services.
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What are common restrictions in an AUP?
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(a) Prohibited activities: Illegal actions or misuse, (b) Unauthorized installations, and (c) Intrusion prevention
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How do organizations enforce an AUP?
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(a) Regulatory compliance, and (b) Login splash screens reminding users of policies
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How does asset documentation help with troubleshooting?
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It links assets to support documentation and ticket history, improving problem resolution and analysis.