4.1 Implement Best Practices with Documentation & Support Systems Information Management

Question 1

Ticketing Systems - User information

Answer 1

Users name

Question 2

Ticketing Systems - Device information

Answer 2

Device in question

Question 3

Ticketing Systems - Description of problems

Answer 3

What the issue is

Question 4

Ticketing Systems - Categories

Answer 4

Type of issue, network, printer, etc

Question 5

Ticketing Systems - Severity

Answer 5

Network being down would be a higher severity than not being able to connect to a printer

Question 6

Ticketing Systems - Escalation levels

Answer 6

Whether the issue needs to be escalated or not

Question 7

Ticketing Systems clear, concise written communication - Problem description

Answer 7

Summary of issue

Question 8

Ticketing Systems clear, concise written communication - Progress notes

Answer 8

Note down what has been done so far for solving the issue

Question 9

Ticketing Systems clear, concise written communication - Problem resolution

Answer 9

Resolve the problem & note the solution for future proofing

Question 10

Asset Management - Inventory lists

Answer 10

Record all inventory, laptops, desktops, routers, etc

Question 11

Asset Management - Database system

Answer 11

Centralized asset tracking system

Question 12

Asset Management - Asset tags and IDs

Answer 12

Barcode, RFID, visible tracking number, etc.

Question 13

Asset Management - Procurement life cycle

Answer 13

Multistep process to obtain a new asset, budgets, negotiations, terms, and legal team before purchasing

Question 14

Asset Management - Warranty and licensing

Answer 14

Check if up to date or expired & costing

Question 15

Asset Management - Assigned users

Question 16

Types of documents - Acceptable use policy (AUP)

Answer 16

Documentation on the acceptable use of company assets

Question 17

Types of documents - Network topology diagram

Answer 17

Describes the network layout

Question 18

Types of documents regulatory compliance requirements - Splash screens

Answer 18

Message that shows up that needs to be agreed to for legal compliance purposes

Question 19

Types of documents - Incident reports

Answer 19

Need to be created when an incident occurs

Question 20

Types of documents standard operating procedures - Procedures for custom installation of software package

Answer 20

Documentation differs from company to company laying out how these occur

Question 21

Types of documents - New-user setup checklist

Answer 21

New hire on boarding process, documents need signatures, purchasing request, etc

Question 22

Types of documents - End-user termination checklist

Answer 22

Off boarding process to remove user access, return assets given, deactivate acocunt

Question 23

Knowledge base/articles

Answer 23

Gather information on an asset or software’s configurations