Initial Core 2 study project

notes/OPS-1-documentation-support-systems.md

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+# OPS-1: Documentation and Support Systems
+
+Status: not started
+
+Domain:
+- 4.0 Operational Procedures
+
+Objective alignment:
+- 4.1 Documentation, ticketing, asset management, and support systems
+
+## What You Need To Know
+
+Operational questions often test whether you record the right information and follow process.
+
+Ticketing details:
+- User information
+- Device information
+- Issue description
+- Category
+- Severity
+- Escalation level
+- Progress notes
+- Resolution
+
+Asset management:
+- Inventory
+- CMDB
+- Asset tags and IDs
+- Procurement life cycle
+- Warranty and licensing
+- Assigned users
+
+Document types:
+- Incident reports
+- SOPs
+- Package installation procedures
+- Onboarding and offboarding checklists
+- SLAs
+- Knowledge base articles
+
+## Memory Trick
+
+Use **U-D-I-S-R** for tickets:
+
+- **U**ser
+- **D**evice
+- **I**ssue
+- **S**everity
+- **R**esolution
+
+Shortcut:
+- **If it is not documented, the next tech cannot trust what happened.**
+
+## Exam Clues
+
+- Tickets need enough detail for handoff and trend analysis.
+- Asset tags connect devices to users, warranty, and lifecycle records.
+- SOPs are repeatable procedures.
+- SLAs define expected service levels.
+- Knowledge base articles help future technicians solve known issues.
+