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