Lesson 11 - Implementing Operational Procedures

Question 1

What is a policy?

Answer 1

An overall statement of intent

Question 2

What is an SOP?

Answer 2

A standard operating procedure is a step-by-step list of the actions that must be completed for any given task to comply with policy. Most IT procedures should be governed by SOPs.

Question 3

What are guidelines?

Answer 3

Guidlines are for areas of policy where there are no procedures, either because the situation has not been fully assessed or because the decision-making process is too complex and subject to variables to be able to capture it in a SOP. Guidelines may also describe circumstances where it is appropriate to deviate from a specified procedure.

Question 4

What is a ticketing system?

Answer 4

A ticketing system is a database software designed to implement a structured support process by identifying each case with a unique job ticket ID and with descriptive fields to record how the issue was resolved.
A ticketing system manages requests, incidents, and problems.