# 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.